FAQ

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About Us

Who is Best Docs Live?

Best Docs Live is a company that specializes in connecting people to licensed doctors any time of day, seven days a week. Best Docs Live provides convenient and affordable access to quality doctor care. Best Docs Live’s telemedicine solutions have been developed to manage medical conditions through telephone and internet-based applications.

Who can use Best Docs Live?

Our providers offer services to anyone who might need or want to speak to a doctor, conveniently and affordably. Service offerings are designed to accommodate card holders and non-card holders. The employer and group programs enhance benefit packages for (1) self-insured employers, (2) health insurance carriers, and (3) associations that are taking the initiative to reduce doctor care costs for their constituency.

Telemedicine Services

What are telemedicine services?

Our doctors connect with individuals 24 hours, 7 days a week via telephone and email. All doctors in our network are U.S.-based, licensed doctors and board-certified specialists who have independently contracted and licensed specifically to provide telehealth services within their licensed state. It is a convenient and affordable alternative that increases access to doctor care, while lowering healthcare costs.

Our service offerings accommodate employer group members as well as individuals.

What telemedicine services are available?

Best Docs Live offers access to doctor services in all 50 states. Connect with individuals 24/7 and 365 days a year via any web enabled device or by phone 24/7/365.

Why would one use telemedicine services vs. seeing their own doctor?

According to the Wellness Councils of America (WELCOA), as many as 70% of doctor office visits and emergency room visits are unnecessary. While the care was necessary, the travel and cost of the visit could be avoided. Telemedicine provides a more convenient, and cost-effective alternative to the high cost setting of a doctor’s office or the ER. This service can reduce healthcare costs, maximize doctor access for rural residents, and offer conveniences without sacrificing quality of care.

How does a consultation work?

Anyone can gain access to doctors for internet, telephone or secure email medical consultations. The medical services offered during a consultation can range from providing general advice to making a diagnosis, recommending treatment, and prescribing medication, when appropriate.

What are the different types of consultations offered?

There are two different types of service: Informational Consultations (by telephone or email) and Diagnostic Consultations (only by telephone). Informational Consultations: Convenient, 24/7 telephone or email access to doctors for general advice and recommendations regarding routine medical conditions.Diagnostic Consultations (only by telephone and video): Comprehensive telephone medical consultation, often resulting in diagnosis and specific treatment recommendations. A complete medical assessment is required prior to consult. Medication may be prescribed as appropriate. These consults occur within no longer than three hours of the patient’s requested consultation time. Secure Email Consultation: Secure email communication with a doctor for information and advice about common conditions. Appropriate for discussing sensitive medical issues in a discreet fashion.

What conditions can be treated through a telephonic doctor consult?

Best Docs Live provides access to doctors for the treatment of non-emergency, common conditions involving routine primary care. Should a member present a case/symptom that in the judgment of the consulting doctor requires further examination, the consulting doctor may recommend that the patient see their primary care doctor.

Does telemedicine replace the need to see my primary care doctor?

The service is designed to supplement care administered by the member’s primary care doctor. It should only be used as a convenience and supplement to the traditional health care setting when appropriate, and as needed.

Does the doctor review my medical record before preforming a consultation?

Yes. The patient must provide as much medical history as reasonably possible to the doctor prior to the telephone consult. The consulting doctor reviews the medical history that is provided and or made available by the patient or patient’s doctor, and any other relevant medical records stored in our patient’s HIPAA-compliant electronic medical record.

How does Best Docs Live obtain my medical history?

Members are required to complete a comprehensive medical history prior to participating in a diagnostic consultation. The medical history questionnaire becomes a permanent part of the member’s electronic medical record and is available to be updated by the member at any time. Prior to every diagnostic medical consultation, the automated system will ask the member if there are any changes or updates to the medical history that is on file. The detailed medical history is similar to the information an individual provides during his or her first office visit to a Primary Care Physician, including past medical history, previously diagnosed conditions, current medications, and allergies.

Can doctors make recommendation for a local primary care doctor?

While not a referral service, participating doctors in our Physician Network are free to make such recommendations that they deem appropriate.

What if I have a pre-existing condition, can I still be a member?

Yes. This is not insurance, so there are no exclusions or access denials because of pre-existing conditions. There are no additional fees if the member has a preexisting condition.

How are patient medical records maintained?

Although our providers are not technically a covered entity, the Company follows the laws and regulations related to Health Insurance Portability and Accountability Act (HIPAA) and patient privacy. The Member provides the medical history and is responsible for updates and any related medical information they choose to load into their medical record. Additionally, after each consultation, the doctor amends the patient record with the relevant medical progress notes. Provided the member has supplied the proper HIPAA release documents, the medical record can be shared with the member’s primary care doctor facilitating continuity of care.

Who can become a member?

Anyone is accepted regardless of pre-existing conditions.

Does the provider doctor network carry malpractice insurance?

Yes; as part of credentialing, all participating doctors are covered by professional liability/malpractice insurance.

Is there a minimum age?

Yes. Members must be at least 18 years of age. Dependents or secondary members, can be minors, however a guardian must conduct a medical consultation on behalf of an underage dependent that is on the account.

Cost / Insurance

Do members save money?

Recent studies indicate that 70% of all doctor office visits are unnecessary. Avoiding the cost of visiting a primary care doctor, which could cost on average $200 when it is not necessary, saves our member’s both time and money. On average telemedicine visit can cost about $40. Additionally, members are not taking costly time off from work.

Why might someone use telemedicine, when they can just visit an urgent care or walk in clinic?

The clinic setting is still much more expensive and often unnecessary for many common conditions.

If the doctor recommends seeing a specialist, am I still charged the consult fee?

Yes. Like seeing any doctor, if the patient is referred out to another doctor, the consultation fees still apply.

What is the refund policy?

Best Docs Live offers a 30 day refund policy on the initial monthly fee, aside and apart of any utilization of services rendered. Application and fulfillment fees are excluded from the refund policy.

Prescription Policy

Can members get a prescription from the consulting doctor?

Yes, however this is determined on a case-by-case basis by the consulting doctor using his/her own medical judgment as to whether sufficient information has been obtained from the patient on which to make evaluation, diagnoses, and recommend a treatment plan, which may or may not include prescriptions for medication. This entire process is documented appropriately, and in detail, and under no circumstances do any doctors in the Provider Physician Network prescribe any DEA-controlled (Class II, etc.) medications.

Are there any limitations to what the doctor can prescribe?

Under no circumstances do any doctors in the Provider Network prescribe any DEA-controlled (Class II, etc.) medications, Narcotic prescriptions, nor Lifestyle modification prescriptions

How are prescriptions filled?

Our telemedicine providers are not a pharmacy and do not profit in any way from prescribing or filling prescription medications. The prescribing doctor typically calls in the prescription by telephone or uses e-prescribing tools to provide the prescription to the member’s preferred pharmacy.

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