Frequently Asked Questions

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For questions not listed, please call 1-888-434-8723.
What is Saint Luke’s 24/7, powered by MDLIVE?

With Saint Luke’s 24/7, you can access a doctor or nurse practitioner from your home, office, or on the go – anytime, anywhere. Our health care providers can visit with you either by phone or secure video to help treat non-emergencies. We diagnose your symptoms, prescribe medication, and send prescriptions to your pharmacy of choice.*

Is Saint Luke’s 24/7 appropriate for every medical condition?

No. Saint Luke’s 24/7 is designed to handle non-emergency medical issues. You should not use Saint Luke’s 24/7 if you’re experiencing an emergency. In case of a life-threatening emergency, dial 911 immediately. While Saint Luke’s 24/7 is not intended to replace your primary care provider for common or chronic conditions, a virtual appointment can sometimes substitute for a visit to the doctor’s office, urgent care, or emergency department.

What are the most common conditions you treat?

Our doctors are trained to treat a wide range of conditions. Some of the most common are:

  • Acne
  • Allergies
  • Constipation
  • Cough
  • Diarrhea
  • Ear Problems
  • Fever
  • Flu
  • Headache
  • Insect Bites
  • Nausea
  • Pink Eye
  • Rash
  • Respiratory Problems
  • Sore Throats
  • Urinary problems/UTI
  • Vaginitis
  • Vomiting
How do I sign up for Saint Luke’s 24/7 and activate my account?

You can easily sign up and activate your account by using one the following methods:

  1. Visit saintlukes247.com
  2. Call our toll-free number: 1-888-434-8723
  3. Download our mobile app, available through the iTunes App Store and Google Play App Store.
Apple Store Google Play
When can I start using Saint Luke’s 24/7?

You can start using Saint Luke’s 24/7 immediately after you activate your account. Activation is totally free. Once you have an account, you can browse provider profiles, view available appointment times, and schedule an appointment with the provider of your choice. You can even complete your medical history profile to better prepare your Saint Luke’s 24/7 provider for your appointment.

When is Saint Luke’s 24/7 available?

Saint Luke’s 24/7 is available 24 hours a day, 7 days a week, 365 days a year—even during holidays. Use Saint Luke’s 24/7 any time 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 department, urgent care center, or doctor’s office.

Where is Saint Luke’s 24/7 available?

Saint Luke’s 24/7 is available anywhere in the United States**. Our network of doctors and nurse practitioners will be provided to you based on where you’re located. We make sure that each provider is fully licensed to practice medicine in your state.

How much does it cost to use Saint Luke’s 24/7?

Getting started is totally free. If you're receiving Saint Luke’s 24/7 as part of a group benefit, you may not be required to pay at all. If you are required to pay, you will only be charged after you choose to consult with a provider and you receive an appointment time and payment information confirmation. You can cancel your appointment and receive a full refund, provided that you cancel at least 24 hours before your appointment time. Saint Luke’s 24/7 accepts most major credit and debit cards. Credit Cards

Can Saint Luke’s 24/7 be accessed on mobile devices?

Yes, Saint Luke’s 24/7 can be accessed on most mobile devices with an Internet connection. Our mobile app is available for download through the iTunes App Store and the Google Play App Store.

Who are the Saint Luke’s 24/7 providers?

Saint Luke’s 24/7 is staffed by employed physicians and nurse practitioners within Saint Luke’s Health System as well as physicians contracted through MDLIVE. All MDLIVE doctors are board certified and able to treat a wide range of patients and conditions. Following each consultation, patients will receive a survey to evaluate their appointment. We analyze and review the results for quality assurance and use them to continually improve our processes. Selected doctor consultations are also reviewed by our internal medical board.

Can a provider prescribe medication as part of a Saint Luke’s 24/7 visit?

Yes, if the Saint Luke’s 24/7 provider believes medication is warranted, he or she can write a prescription for non-narcotic medications (no controlled substances), which can be sent directly to the pharmacy of your choice.* As soon your consultation is over, your prescription will be submitted electronically to your pharmacy of choice (more than 65,000 pharmacies nationwide). If for any reason your pharmacy is unable to receive e-prescriptions, a traditional prescription is generated for our doctors to sign and fax. All prescriptions are fully compliant and include all required information.

Is Saint Luke’s 24/7 safe and private?

Confidentiality is a respected part of MDLIVE’s Code of Ethics. We take your privacy very seriously. Laws are also in place to protect your privacy. The HIPAA Privacy Rule is designed to be a minimum level of protection. Some states have even stricter laws in place to protect your personal health information. MDLIVE can share your information with your PCP in accordance with applicable state and federal laws.

What system requirements do I need for Saint Luke’s 24/7 videoconferencing?

To use video conferencing you need:

  • Windows®7, Vista, or XP
  • A Mac running OSX 10.6 (Snow Leopard) or superior.
  • Highspeed internet connection
  • A webcam with at least 1.3 megapixels
  • Microphone (most webcams already have microphone built in)

After you set up an account, you will be able to use a simple online simulation to test your configuration and check if you are ready for a virtual consultation.

I have a question that isn’t listed here. Can you help me?

Don’t see your question? Don’t worry. Just call us at 1-888-434-8723. We have highly trained health service specialists standing by to take your call, 24/7/365.

Disclaimers

* Please note: Some state laws require that a doctor can only prescribe medication in certain situations and subject to certain limitations.

* MDLIVE physicians may not treat any children with urinary symptoms.


* Parents/guardian will be required to complete a different medical history disclosure form for children under the age of 36-months prior to making an appointment with an MDLIVE physician. Children under 36 months who present with fever must be referred to their pediatrician (medical home), child-friendly urgent care center or emergency department for clinical evaluation and care.


MDLIVE does not replace the primary care physician. MDLIVE is not an insurance product nor a prescription fulfillment warehouse. MDLIVE operates subject to state regulation and may not be available in certain states. MDLIVE does not guarantee that a prescription will be written. MDLIVE does not prescribe DEA controlled substances, non-therapeutic drugs and certain other drugs which may be harmful because of their potential for abuse. MDLIVE physicians reserve the right to deny care for potential misuse of services. MDLIVE and the MDLIVE logo are registered trademarks of MDLIVE, Inc. and may not be used without written permission. For complete terms of use visit https://members.mdlive.com/saintlukeskc/terms_of_use

MDLIVE Prescription Policy

Providers providing consultations for MDLIVE members offer prescriptions for a wide range of products that deliver direct medicinal value. These include, but are not limited to, drug classes such as antibiotics and antihistamines. Convenience prescriptions for maintenance medicines may also be obtained in cases where a member is in transition to a new insurance plan or provider.

It is important to note that MDLIVE is not a drug fulfillment warehouse. In the event a provider does prescribe medication, he/she will usually limit the supply to no more than thirty days. Patients with chronic illnesses should visit their primary care providers or other specialists for extended care. MDLIVE providers do not issue prescriptions for substances controlled by the DEA, for non-therapeutic use, and/or those which may be harmful (potential for abuse or addiction). For a current list of DEA controlled substances, visit http://www.deadiversion.usdoj.gov/schedules/

** MDLIVE Services are limited to only video consultations with the ability to prescribe in Idaho. In Arkansas, an initial visit must be completed via video. After an initial visit, subsequent consultations may be completed via phone.

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