How to Prepare for Your Virtual Appointment

Simple Steps for a More Productive Visit

A virtual appointment can be more effective when you prepare your medical information and technology in advance.

VirtualCare2go® provides online appointments for eligible non-emergency medical concerns throughout Texas. Although a video visit may occur from home, it is still a medical appointment and should be treated with the same care as an office visit.

What Should You Gather Before the Appointment?

Have the following available:

• Government-issued photo identification

• Current insurance card

• Medication and supplement list

• Medication and food allergies

• Preferred pharmacy information

• Symptom start date

• Recent medical records

• Recent laboratory or imaging results

• Hospital or emergency-discharge paperwork

• Referral or authorization documents

• Your assigned PCP’s information

• Questions you want to ask

Upload clear images of both sides of your insurance card when requested.

Write Down Your Symptoms

Before the visit, consider:

• When did the symptoms begin?

• Did they start suddenly or gradually?

• Are they improving or worsening?

• What makes them better or worse?

• Have you tried any medications or home treatments?

• Have you experienced similar symptoms before?

• Were you recently exposed to someone who was sick?

• Have you recently traveled?

• Do you have relevant chronic conditions?

• Are you pregnant or could you be pregnant?

Clear details help the provider understand the concern.

Check Helpful Vital Signs

When possible, prepare recent readings such as:

• Temperature

• Blood pressure

• Heart rate

• Oxygen level

• Blood-glucose level

• Current weight

Do not delay urgent or emergency care simply to collect these measurements.

Home devices can produce inaccurate readings. Tell the provider when and how the measurement was taken.

Prepare Your Device

Before the appointment:

• Charge your phone, tablet, or computer

• Test the camera

• Test the microphone and speakers

• Check your internet connection

• Allow camera and microphone permissions

• Sign in early

• Keep a charger nearby

• Close unnecessary applications

• Use a stable device stand

• Choose a private area

• Reduce background noise

Do not join the appointment while driving.

Use Appropriate Lighting

Sit with light directed toward your face rather than behind you.

For a rash, swelling, wound, or other visible concern:

• Use bright natural light when possible

• Clean the camera lens

• Avoid filters

• Show the affected area from more than one angle

• Keep the camera steady

• Have a flashlight available if needed

• Follow the provider’s instructions

A photograph or video cannot always replace a hands-on examination.

Verify Your Insurance Beforehand

Call the member-services number on your insurance card and ask:

• Is VirtualCare2go in my network?

• Is the scheduled provider in network?

• Are virtual urgent-care appointments covered?

• Is a PCP referral required?

• Is prior authorization required?

• Does my deductible apply?

• What is my copay or coinsurance?

• Are prescriptions covered separately?

• Are laboratory tests covered separately?

• What amount might I owe?

Insurance verification is not a guarantee of claim payment.

What Happens During the Appointment?

The healthcare professional may:

• Confirm your identity

• Review your symptoms

• Discuss your medical history

• Review medications and allergies

• Ask you to show a visible concern

• Guide you through simple movements

• Recommend home care

• Prescribe medication when appropriate

• Order testing

• Recommend follow-up

• Direct you to in-person care

The provider may be unable to make a complete diagnosis when a hands-on examination, specimen, imaging study, or procedure is necessary.

Are Prescriptions Guaranteed?

No. The provider decides whether medication is clinically appropriate.

Some medications cannot be prescribed through an online urgent-care appointment. The provider may recommend testing, an in-person evaluation, or continuing care through a primary care professional.

Pharmacy benefits are separate from the appointment benefit.

What If Testing Is Recommended?

Ask:

• Why is the test needed?

• How soon should it be completed?

• Which laboratory or facility should I use?

• Does the test require fasting?

• Is prior authorization required?

• How will I receive the results?

• Who will provide follow-up?

• Which symptoms require urgent attention?

Confirm coverage with your insurance plan before completing non-emergency testing.

When Might You Need In-Person Care?

In-person evaluation may be necessary for:

• Severe or worsening symptoms

• Abnormal vital signs

• A possible fracture

• A deep wound

• A condition requiring imaging

• A concern requiring specimen collection

• Significant abdominal pain

• Neurological symptoms

• A procedure

• Any concern that cannot be evaluated safely online

Follow the healthcare professional’s instructions.

When Should You Call 911?

Do not use virtual care for a possible emergency.

Call 911 for:

• Severe chest pain

• Severe difficulty breathing

• Signs of a stroke

• Loss of consciousness

• A seizure

• Uncontrolled bleeding

• A severe allergic reaction

• Blue or gray lips

• Sudden weakness or numbness

• Major trauma

• A possible overdose

• Any rapidly worsening life-threatening condition

Virtual Care Across Texas

VirtualCare2go serves eligible patients throughout Texas, including Dallas–Fort Worth, Arlington, Farmers Branch, Brownwood, Houston, Austin, El Paso, San Antonio, and surrounding Texas communities.

Visit VirtualCare2go to learn more or request an appropriate appointment. You may also call (817) 508-8169 for assistance.

Medical disclaimer: This article provides general educational information and does not replace professional medical advice, diagnosis, treatment, or emergency evaluation. Virtual-care suitability depends on the patient’s symptoms and medical needs.