WHAT IS TELEHEALTH/TELEMEDICINE?
The federal Health Resources and Services Administration (HRSA) defines telehealth as: The use of electronic information and telecommunications technologies to support long-distance clinical health care, patient and professional health-related education, public health and health administration. Telemedicine is used when referring to traditional clinical diagnosis and monitoring that is delivered by technology. It is not intended to replace in-person care but is instead used to optimize the use of provider resources in order to increase patient access to care. Physicians and other healthcare providers practicing telemedicine are held to the same legal guidelines as when providing in-person care.
WHAT IS REMOTE PATIENT MONITORING?
Remote patient monitoring (RPM) uses technical equipment to collect medical and other health data from patients. It is then delivered electronically to a practitioner for review.
WHAT IS ONLINE CONSULTATION ?
Online Consultation (one type of a “store and forward” visit) allows physicians to communicate with patients when they pose a clinical question, or request a clinical consultation. When conducting an Online Visit, NeighborsTelehealth.com guides you through an interactive interview process appropriate for your specific symptoms, and then builds a succinct message to the doctor based upon the answers you provide. Online Consultation complies with national liability carrier (eRisk) guidelines, often used by the insurance companies to enhance their performance through better risk and capital management and proposed HIPAA standards.
WHAT IS A SYNCHRONOUS VISIT?
A synchronous visit refers to an interaction between a patient and provider that is happening in real time. By using a secure video conference connection, the provider and patient can have an actual face to face discussion. The provider has the ability to make a diagnosis and establish a treatment plan.
WHAT IS ASYNCHRONOUS VISIT (STORE-AND-FORWARD)?
Store-and-forward (also referred to as asynchronous) refers to the electronic transmission of medical information, such as digital images, documents, and pre-recorded videos through secure email transmission. Each state’s public program determines the services that may or may not qualify as reimbursable. For example, one public program may reimburse for store-and-forward while another state’s program may only reimburse for videoconferencing.
WHAT IS MHEALTH?
Mobile health involves transmitting patient health information using smartphones or tablets. It typically requires downloading some of software. Mobile health is not reimbursable by payers.
WHAT ARE THE REGULATIONS?
For the purposes of telemedicine, the new regulations stipulate that the patient-physician relationship can be established in the following ways: (a) Via an in-person physical exam that is repeated annually, (b) Through telemedicine if the patient is at an established medical site, (c) Through telemedicine if the patient is referred to physician by another provider that established a patient-physician relationship. In some states providers are permitted to evaluate and treat patients without conducting an in-person physical examination, or otherwise having another health care worker in the same location as the patient.
WHO CAN PROVIDE CARE VIA TELEMEDICINE?
Physicians, Clinical Nurse Specialists, Nurse Practitioners, Physicians Assistants, Certified Nurse Midwifes, Licensed Professional Counselors, Licensed Marriage and Family Therapists, Licensed Clinical Social Workers, Psychologists, Licensed Psychological Associates, Provisionally Licensed Psychologists, and Licensed Dieticians. If doctors are providing remote care to patients through the new Medicare Chronic Care Management Program, additional providers like Registered Nurses and MAs may also provide care.
WHAT IS NEIGHBORSTELEHEALTH?
NeighborsTelehealth.com offers the next generation Private Label solution for on-demand healthcare. Our cloud based HIPAA compliant Virtual Visit software makes it possible for medical professionals to connect with patients and share clinical data from patient medical records, lab results and hand-held medical devices for real-time risk assessments, wellness advice, diagnosis and treatment. It increase access to healthcare, provides value, and improves health outcomes.
WHAT ARE THE FEATURES?
NeighborsTelehealth.com is a Virtual Exam Room web-based service that is HIPAA and eRisk compliant. The Telehealth Software is designed to see and treat non-urgent, follow-up and chronic patients with the use of virtual visit software and/or with the use of integrated digital diagnostic equipment. It offers five basic services: (1) Ask a Doctor, (2) Video Email, (3) Video Chat, and (4) Follow Ups, and (5) Rx refills. All modalities have built-in clinical templates and questionnaires.
IS NEIGHBORSTELEHEALTH AVAILABLE AS A PRIVATE LABEL
Yes, NeighborsTelehealth.com is available to doctors as a Private Label exclusively for their brand
WHERE IS NEIGHBORSTELEHEALTH AVAILABLE ?
NeighborsTelehealth.com is available through your doctors’ office anywhere in the United States. Doctors can enroll in the program based on the state they are located. We make sure that each doctor is fully licensed to practice medicine in your state. It is available 24 hours a day, 7 days a week, and 365 days a year, even on holidays. Use NeighborsTelehealth anytime you have a non-emergency medical condition, are unable to see your primary care provider, or when you simply prefer a convenient, cost effective alternative to the emergency room, urgent care center, or clinic.
HOW DO I SIGN UP FOR NEIGHBORSTELEHEALTH OR ACTIVATE MY ACCOUNT ?
You can sign up or activate your account through your doctor. Ask if your doctor offers Online Patient Care.
CAN NEIGHBORSTELEHEALTH BE ACCESSED ON MOBILE DEVICES?
Yes, NeighborsTelehealth.com can be accessed on most mobile devices with an Internet connection.
HOW IS NEIGHBORSTELEHEALTH DIFFERENT THAN REGULAR E-MAIL?
NeighborsTelehealth.com messages differ from regular e-mail messages in that they are securely and confidentially transmitted and structured to the specific needs of doctor-patient interaction. Unlike e-mail, which relies on multiple file servers distributed across the Internet. NeighborsTelehealth use a single, centrally managed, secure database which ensures that messages cannot be intercepted, deleted, copied, or altered in any way. NeighborsTelehealth.com provides for the creation of templates physicians can use for frequently asked administrative and health-related questions. This allows physicians to add links directing patients to NeighborsTelehealth.com's Medical Library of National Institute of Health.
HOW DOES THE PORTAL HELP PROVIDERS CARE FOR PATIENTS?
Neighborstelehealth.com is the premier physician practice-patient communications network on the Internet that provides secure communications and integrated Web-based services for the physician practice. Features of the portal allow for 1) secure messaging (text, picture, and video) 2) live video chat encounters 3) medical templates 4) e-prescribe using SureScripts 5) Scheduling.
WHAT IS MY BENEFIT?
NeighborsTelehealth.com offers consumers a secure access to their physicians. For doctors it provides access to new patients, provides better service to their existing patients and new revenue stream.
IS NEIGHBORSTELEHEALTH APPROPRIATE FOR EVERY MEDICAL CONDITION?
No. NeighborsTelehealth.com is designed to handle non-emergency medical issues. You should not use NeighborsTelehealth.com if you are experiencing a medical emergency. In case of a medical life threatening emergency, you should dial 911 immediately. While NeighborsTelehealth.com is not intended to replace your primary care doctor for common or chronic conditions, a virtual doctor’s appointment can sometimes substitute a doctor’s office, urgent care, or an emergency room visit.
DOES IT REPLACE MY PHYSICIAN?
No. Neighborstelehealth.com is designed to keep you within your medical home, efficient and quality healthcare requires the involvement of your healthcare provider. Neighborstelehealth.com is a tool your doctor can use to improve the care delivered to you.
HOW CAN CARE BE DELIVERED BY PHONE OR WEBCAM, WITHOUT SEEING THE PATIENT IN PERSON?
Many people associate a doctor's care with a doctor's touch, but the fact is most common ailments and issues don't require touch at all; they do require clinical excellence, great communication skills and personal attention. NeighborsTelehealth.com at home excels at all three. Providers are rigorously trained to deliver care outside the traditional clinic setting and spend as much time as necessary with a patient to ensure they deliver the most appropriate and thorough care available.
IS THERE A MINIMUM AGE REQUIREMENT?
Yes. Patients must be at least 18 years of age. Dependents can be minors, however a guardian must conduct the medical consultation on behalf of an underage dependent that has an account.
CAN DOCTORS PROVIDE TELEMEDICINE SERVICES TO NEW PATIENTS?
On May 27; 2017, Governor Abbott signed into law SB-1107 allowing any doctor to see and treat any patient remotely in the State of Texas. Each state has it’s own legislation that governs the use of telemedicine.
IS THE STANDARD OF CARE THE SAME FOR TELEHEALTH CARE AS IT IS FOR IN-PERSON CARE?
Yes, the Texas Medical Board holds providers to the same standard of care for remote consultations as it does for in-person visits.
HOW IS NEIGHBORS TELEHEALTH APPROACH DIFFERENT THAN OTHER TELEHEALTH PROVIDERS?
We pride ourselves on understanding your needs and building custom solutions to accomplish your goals. We start with a face to face needs assessment to understand your workflow and gather all data to make sure we understand your goals. We implement you solutions methodically and with great detail. We provide comprehensive training to all staff, write and supply to you policies and procedures and a go live manual. We also provide technical support for a period after the go live to insure a smooth implementation.
WHAT IS A MEDICAL CONDITIONS LIBRARY?
The most authoritative source for the information that you are looking for is your own primary care physician. NeighborsTelehealth.com maintains a library of healthcare information brought to you by the nation's leading medical libraries, and the National Institutes of Health (NIH) which can be accessed by going to www.NeighborsTelehealth.com. However, these articles are not intended to be a substitute for professional medical advice, diagnosis or treatment. If you wish to locate a physician in your area who is using the NeighborsTelehealth.com Service, please visit our Physician Finder at NeighborsTelehealth.com/Find Doctor.
IS NEIGHBORSTELEHEALTH’S SERVICES SECURE?
NeighborsTelehealth.com is HIPAA compliant. With highly secure, built-in 128-bit, secure-socket layer encryption technology, NeighborsTelehealth.com protects the privacy and confidentiality of personal information transmitted through its doctor-patient messaging service.
IS PATIENT PRIVACY PROTECTED ON THE WEB?
Yes, we employ sophisticated hardware and software technology to keep healthcare data safe and secure and do not share individually identifiable information exchanged or stored with third parties. Embedded Secure Sockets Layer (SSL) technology, a protocol that delivers server authentication, data encryption, and message integrity ensures that messages are only be read by the registered doctor, the doctor's authorized staff, and the patient through secure login ID and password. We meet all current CMS (Centers for Medicare and Medicaid Services) Internet Security requirements, and employ a dedicated HIPAA officer to monitor changes in and enforcement of the pending HIPAA regulations.
IS THE PORTAL HIPAA COMPLIANT?
With highly secure, built-in 128-bit, secure-socket layer encryption technology, Neighbors Telehealth protects the privacy and confidentiality of personal information transmitted through its doctor-patient messaging service.
WHAT IS A PRIVATE LABEL?
HOW WILL HEALTHCARE INSTITUTIONS PROVIDERS, AND PATIENTS BENEFIT FROM NEIGBHORS TELEHEALTH?
Neighbors Telehealth solutions can help optimize and grow any healthcare practice in a value based care or fee for service model. Our complete understanding of the healthcare and telehealth will allow you to optimize your workflow, decrease uncompensated effort, capture unrecognized revenue, acquire patients for minimal cost of acquisition, and keep in touch with your current patients to minimize complications and liability.
ARE ALL THE DOCTORS LISTED IN YOUR FIND DOCTORS HAVE A CYBER-OFFICE/WEBSITE FOR US TO COMMUNICATE?
NO. Give us your doctor's name and we'll contact your doctor about joining NeighborsTelehealth.com We'll notify you via e-mail when your doctor is registered with us.
WHAT IF MY DOCTOR IS NOT AT NEIGHBORSTELEHEALTH?
Select a doctor and send us their name, address, phone, fax and email and we will add him/her to the list.
WHAT IF I WANT TO CHANGE MY DOCTOR?
You can discontinue your NeighborsTelehealth membership at any time. Once your NeighborsTelehealth membership is terminated, all information stored in your account up to the termination date — a "snapshot" if you will — remains accessible to your doctor, but you will no longer be able to communicate with your physician through NeighborsTelehealth (or vice versa). All previous messages sent and received for this family member will be stored in your NeighborsTelehealth account.
HOW SHOULD DOCTORS LET PATIENT KNOW THEY ARE AVAILABLE ONLINE?
The most powerful tool is for doctors to tell their patient about online service when they visit the office. Doctors should place poster/flyer on the wall for patients to ask questions or sign up during their visit to the doctor.
CAN DOCTORS COMMUNICATE WITH COLLEAGUES USING THIS SERVICE?
Yes. As a NeighborsTelehealth member, any doctor may securely message members of their own medical group, as well as any other NeighborsTelehealth user. The doctor can also use the NeighborsTelehealth online referral service to send an electronic referral to any consulting specialist — regardless of whether they are a NeighborsTelehealth member.
WHAT IF THE DOCTOR'S COLLEAGUES OR REFERRALS HAVEN'T SIGNED UP FOR THIS SERVICE?
The doctor can send secure referral messages (password protected) to any provider — regardless of whether they're registered with NeighborsTelehealth. We'll send referrals to non-NeighborsTelehealth providers the doctor specifies per the doctor's instructions, notifying them of the waiting message. For unregistered providers, we automatically create a 'guest account', enabling the recipient to retrieve, respond to, and print your referral message using NeighborsTelehealth.
WHEN WOULD I USE NEIGHBORSTELEHEALTH INSTEAD OF MY OWN DOCTORS?
According to experts, 70% of visits to the doctor’s office or ER are considered unnecessary or preventable. While proper care may be necessary; the travel, time away from work, long waits and the cost of the visit can be avoided. You can choose to use telehealth services for a more convenient and cost-effective alternative to the high cost of a visit to a doctor’s office, urgent care facility or the emergency room.
WHEN TO USE NEIGHBORSTELEHEALTH?
If you're considering the ER or urgent care center for a non-emergency medical issue and your primary care physician is not available. Request prescriptions or get refills. Traveling and in need of medical care, or during or after normal business hours, nights, weekends and even holidays.
HOW DO I SEND A CONSULT WITH MY DOCTOR USING NEIGHBORSTELEHEALTH?
Once you successfully register with NeighborsTelehealth and your doctor agrees to communicate with you through the service, easy-to-use, structured templates allow you to consult your doctor about specific health symptoms, request a prescription refill, request appointments, receive lab or test results, ask a simple question, oraccess health education information depending on the types of NeighborsTelehealth services your doctor offers.
HOW LONG IS EACH CONSULTATION?
Standard medical consultations with a physician take approximately five minutes and most visits are completed within one to two hours.
DO DOCTORS HAVE ACCESS TO MY HEALTH INFORMATION?
If you have provided your health history or other health information, you can make this information available to the attending provider. Having access to health information is important to providers and helps them provide timely, informed care. When you allow your provider to view your health information, he or she can provide more informed medical advice tailored to your specific health needs.
WHO ELSE HAS ACCESS TO MY NEIGHBORSTELEHEALTH HEALTH RECORD? WHO CAN CHANGE MY HEALTH RECORD?
Only you, your doctor, and your doctor's authorized staff have access to your NeighborsTelehealth Health Record. Your doctor may use this information to help diagnose your symptoms, or to forward relevant preventive care and educational information to you. Your doctor can modify your Health Record to reflect a recent diagnosis or a new medication.
WHO CAN VIEW THE MESSAGES I SEND USING NEIGHBORSTELEHEALTH?
Only you, your doctor, and your doctor's authorized staff can view your NeighborsTelehealth messages (members of your doctor's staff like a nurse or receptionist may be qualified to respond, or prepare responses, just as they would during an office visit or telephone call). Messages are never stored anywhere but on the secure NeighborsTelehealth server, and they cannot be read en route, deleted, copied, or altered in any way.
HOW DO I KNOW THE MESSAGE I GET BACK IS FROM MY DOCTOR?
All members of NeighborsTelehealth, doctors included, are required to create and enter a secure Sign In name and password to access the service. In addition, NeighborsTelehealth requires doctors to submit their medical credentials for verification. When your doctor replies to your message, their name will appear in the "Sender" field of the message. Should a member of your doctor's authorized staff respond to your message, that person's name as well as the doctor's name — will appear in the "Sender" field of the message you receive. These are just some of the ways we guarantee your privacy and security.
DOES NEIGHBORSTELEHEALTH INTEROPERATE WITH ELECTRONIC HEALTH RECORD (EHR) AND PRACTICE MANAGEMENT SYSTEMS?
DO I HAVE TO ENTER MY HEALTH INFORMATION IN THE PERSONAL HEALTH RECORD SECTION OF NEIGHBORSTELEHEALTH?
Completing a NeighborsTelehealth.com Health Record is not required; however, keeping accurate records of your health habits, medications, allergies, and medical conditions supplies helpful information to your doctor. Your doctor may use this information to help diagnose your symptoms, or to forward relevant preventive care and educational information to you.
WILL I HAVE A RECORD OF MY ONLINE CARE VISIT?
Yes, we maintain a complete record of your online visit, which is available to you for review at your leisure. You can also share your visit record with anyone you wish to, such as your primary care provider.
WHAT PHARMACIES PARTICIPATE WITH NEIGHBORSTELEHEALTH?
With our ePrescribe module (Rcopia), any eligible prescription can be sent electronically to any pharmacy participating that participates in e-prescribe. Almost all major pharmacy chains participate in eprescribe.
ARE INSURANCE COMPANIES ONBOARD?
Insurers are embracing telehealth as a way to expand access, increase convenience for patients and reduce costs. In addition to improving health outcomes by making follow-up care easier for patients, it also reduces the number of patients in waiting rooms, where contagious illnesses can spread. Healthier and happier customers are good news for insurers.
CAN MEDICARE & MEDICAID PATIENTS BE TREATED VIA TELEMEDICINE?
Currently, Centers for Medicare & Medicaid Services (CMS) does not reimburse for telemedicine if the patient is at home unless a patient is being seen through the new Medicare Chronic Care Management Program. Patients must be at the following locations in order for physicians to receive reimbursement: (a) Established Medical Site, (b) State Mental Health Facility, (c) State-Supported Living Center.
INSURANCE CODE: TITLE 8. HEALTH INSURANCE AND OTHER HEALTH COVERAGES: SUBTITLE F. PHYSICIANS AND HEALTH CARE PROVIDERS: CHAPTER 1455. TELEMEDICINE AND TELEHEALTH SEC. 1455.004.COVERAGE FOR TELEMEDICINE MEDICAL SERVICES AND TELEHEALTH SERVICES.
(a) A health benefit plan may not exclude a telemedicine medical service or a telehealth service from coverage under the plan solely because the service is not provided through a face-to-face consultation, (b) A health benefit plan may require a deductible, a copayment, or coinsurance for a telemedicine medical service or a telehealth service. The amount of the deductible, copayment, or coinsurance may not exceed the amount of the deductible, copayment, or coinsurance required for a comparable medical service provided through a face-to-face consultation: (1) "Health professional" means: (A) a physician; (B) an individual who is: (i) licensed or certified in this state to perform health care services; and (ii) authorized to assist a physician in providing telemedicine medical services that are delegated and supervised by the physician; or (C) a licensed or certified health professional acting within the scope of the license or certification who does not perform a telemedicine medical service. (2) "Physician" means a person licensed to practice medicine in this state under Subtitle B, Title 3, Occupations Code. (3) "Telehealth service" and "telemedicine medical service" have the meanings assigned by Section 57.042, Utilities Code.
IS NEIGHBORSTELEHEALTH.COM SUITABLE FOR GLOBAL RATES BY THE INSURANCE COMPANIES?
Yes. Reimbursement may be bundled into a global rate for a particular service. For example, if a payer pays a global rate for a surgical procedure, then any post-operative instructions related to the procedure provided by the physician to a patient would likely be included in a global rate for the procedure and not separately reimbursable by the payer. Therefore, even if a payer agrees to pay for services provided via online communications, the physician should review his or her contract to determine if such services are part of a global rate, and not reimbursable separately.
WHAT IS PRIVATE PAYER REIMBURSEMENT BY STATE?
At present, 33 states and the District of Columbia have parity laws that mandate private payer telemedicine reimbursement. Eight more have similar laws that are proposed or pending. While the laws vary, all states with parity laws mandate telemedicine reimbursement for real-time video visits. A few also cover the store-and-forward approach. Look for the term “real-time” to determine if store-and-forward is excluded.
ARE THERE ANY REIMBURSABLE TELEHEALTH SERVICES I CAN PROVIDE TO TRADITIONAL MEDICARE PATIENTS?
Yes! The Medicare Chronic Care Management (CCM) program reimburses providers $42 per month for delivering remote care to patients with two or more chronic conditions.
HOW WILL PHYSICIANS BE PAID/REIMBURSED FOR ONLINE CONSULTATION?
There are four methods of reimbursement for doctors: (1) credit card (physicians set their own fee per visit (example PCP may charge $35 dollars for online visit and Cardiologist $55 dollars), (2) billing to insurance companies (using CPT code 99441-99444, 99213-99214, and 99490; approximately $44/consult), (3) Medicare Chronic Care Management (CCM) program pays $42/online consult/month, (4) Medicaid pays the same amount as for in-person visit, roughly $45/online consult.
ARE PRIVATE PAYERS REQUIRED TO REIMBURSE FOR TELEMEDICINE?
Yes, the CPT code that insurance companies use is 99441 thru 99444, 99201 thru 99215, 99487 thru 99490
WHAT ARE THE REQUIREMENTS TO RECEIVE REIMBURSEMENT?
There are, of course, a few requirements that must be met in order to be fully reimbursable by either CMS or private payers. (a) real-time video and audio must be included, (b) HIPAA standards must be met, (c) audio and video quality must be similar to in-person.
WILL DOCTORS BE REIMBURSED THE SAME AMOUNT FOR TELEMEDICINE SERVICES AS SERVICES DELIVERED IN-PERSON?
Yes, Parity laws have been in effect in Texas since 1997 and most states in the USA have Parity Laws in effect or proposed. Parity Laws require an insurance company to reimburse for approved services at the same rate as an in office visit. The list of CPT codes eligible for telemedicine reimbursement keep growing and CMS recognizes the importance of telehealth technology in maintaining a healthy population.
WHAT IS THE CHARGE FOR AN ONLINE CONSULTATION?
NeighborsTelehealth.com does not charge you to access or use the NeighborsTelehealth.com service. Your doctor may charge a fee for online consultation as a copay ranging from $25 to $65 dollars depending on the type of request. Most health plans now cover the Online Visit as a member benefit.
WHAT IS INSURANCE REIMBURSEMENT FOR ONLINE PATIENT CARE?
Whether commercial payers will reimburse a physician for online communications will be governed by the physician's contractual arrangement with the payer. The physician should review each payer contract to determine whether online communications are "covered services" under the contract. There are four methods of reimbursement for doctors: (1) credit card (physicians set their own fee per visit (example PCP may charge $35 dollars for online visit and Cardiologist $55 dollars), (2) billing to insurance companies (using CPT code 99441-99444, 99213-99214, and 99490; approximately $44/consult). Medicare will approve the CPT code only if the service was accurately described when delivered via telehealth, and whether the use of telemedicine showed clinical benefit to the patient (example, the GT modifier should indicate that the service was delivered “via interactive audio and video telecommunications systems.” (3) Medicare Chronic Care Management (CCM) Program, which went into effect in 2015, reimburses $42 dollars per month to see and treat patients with two or more chronic conditions, and (4) Medicaid reimburses physicians the same rate of in-person visit. There is no reimbursement for care provided by email, phone or fax.
HOW DO PATIENTS PAY FOR NEIGHBORSTELEHEALTH SERVICES?
Patients pay for the visit when they schedule an online visit. NeighborsTelehealth.com accepts Pay Pal, major credit cards (Visa, MasterCard, American Express or Discover) and debit cards.
WHAT BROWSERS ARE SUPPORTED BY NEIGHBORSTELEHEALTH.COM?
NeighborsTelehealth.com product works most effectively with Internet Explorer, Google Chrome, Mozilla Firefox, and Safari. All of the browsers support the security encryption level required to use and access all features of our product.
WHAT ARE THE TECHNICAL REQUIREMENTS TO USE THIS SERVICE?
NeighborsTelehealth.com requires only a connection to the Internet and a Web browser. NeighborsTelehealth.com supports: Microsoft Internet Explorer 8 or higher on Windows XP and higher; Firefox 2.x on Windows XP and higher; Safari 2.x on Mac OS 10.4 and higher.
WHAT IF I FORGET MY PASSWORD?
If you register for NeighborsTelehealth.com and forget your password, you can simply click the "Forgot your user Name or Password?" If you know either your sign in name or your password, we can provide you with the missing piece of information immediately. If you have forgotten both your sign in name and your password, you'll be directed to NeighborsTelehealth.com Customer Support for assistance.
DOES NEIGHBORSTELEHEALTH INTEROPERATE WITH ELECTRONIC HEALTH RECORD (EHR) AND PRACTICE MANAGEMENT SYSTEMS ?
CONTACT CUSTOMER SUPPORT: