---
title: "Video Visit questions at Sutter Health"
description: "Get answers to questions about on-demand and scheduled Video Visits within My Health Online."
url: "https://www.sutterhealth.org/patient-resources/my-health-online/help-center/video-visit-questions"
---

1.  [Home](https://www.sutterhealth.org/) /
2.  [Patient resources](https://www.sutterhealth.org/patient-resources) /
3.  [My Health Online](https://www.sutterhealth.org/patient-resources/my-health-online) /
4.  [Help center](https://www.sutterhealth.org/patient-resources/my-health-online/help-center) /
5.  Video Visit FAQs

# Video visit questions

**Section menu**

-   [Help center](https://www.sutterhealth.org/patient-resources/my-health-online/help-center "Help center")
    -   [Account and technical FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/account-technical-questions "Account and technical FAQs")
        
    -   [Billing and insurance FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/billing-and-insurance-questions "Billing and insurance FAQs")
        
    -   [Care and clinical FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/care-and-clinical-questions "Care and clinical FAQs")
        
    -   [Emmie - AI assistant FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/emmie-ai-assistant-questions "Emmie - AI assistant FAQs")
        
    -   [Sansum patients FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/sansum-patients "Sansum patients FAQs")
        
    -   [Video Visit FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/video-visit-questions "Video Visit FAQs")
        

-   [Help center](https://www.sutterhealth.org/patient-resources/my-health-online/help-center "Help center")
    -   [Account and technical FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/account-technical-questions "Account and technical FAQs")
        
    -   [Billing and insurance FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/billing-and-insurance-questions "Billing and insurance FAQs")
        
    -   [Care and clinical FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/care-and-clinical-questions "Care and clinical FAQs")
        
    -   [Emmie - AI assistant FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/emmie-ai-assistant-questions "Emmie - AI assistant FAQs")
        
    -   [Sansum patients FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/sansum-patients "Sansum patients FAQs")
        
    -   [Video Visit FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/video-visit-questions "Video Visit FAQs")
        

## On-demand video visits

**How are On-Demand video visits different from scheduled visits?**

Patients join a virtual queue through My Health Online. No appointment needed so getting care is simple and convenient.

**Will I see a Sutter doctor?**

Care through On-Demand video visits is provided by Sutter doctors, physicians assistants and nurse practitioners who specialize in urgent care, internal medicine, family medicine and pediatrics.

**Are On-Demand video visits a replacement for seeing my primary care clinician?**

No. On-Demand video visits do not replace ongoing care with your primary care clinician. On-Demand visits are for same-day treatment of non-life-threatening illnesses and injuries. Please see your primary care clinician for regular checkups, preventive care, chronic condition management and follow-up.

**How do I get an On-Demand Video Visit?**

Sign in to your My Health Online account and select “On-Demand Video Visit” under the main menu. If you don’t have an MHO account, you can [sign up now](https://www.sutterhealth.org/patient-resources/my-health-online/enroll).

**What symptoms and conditions are covered by On-Demand video visits?**

-   Aches and pains
-   Allergies and asthma
-   Cold, flu and COVID
-   Digestive health
-   Eye irritation
-   Emotional wellbeing
-   Skin conditions
-   Urinary health for Women

**What symptoms and conditions are NOT treated by On-Demand video visits?**

While video visits cover many common health concerns, they’re not right for emergencies or other situations that require in-person care. Please review this list to see what should be addressed in person:

**Heart, breathing, and circulation emergencies**

-   Chest pain, a racing or fluttering heart, or feeling like the heart is skipping beats
-   Severe asthma attacks (or severe difficulty breathing) that are not improving with prescription medications like inhalers or steroid pills
-   Passing out, or feeling extremely dizzy for a long time
-   Possible blood clots in the leg, which may cause one leg to be swollen, painful, warm, tender, or a different color
-   Stroke or mini stroke
-   Stroke warning signs such as slurred speech, drooping face, numbness on one side of the body, or trouble moving

**Serious injuries, infections and skin problems**

-   Bone or joint injuries after a fall or accident that may need X rays or a brace
-   Large boils/burns/blistered skin or deep cuts that may need stitches or hands on treatment
-   Pelvic or genital injuries or symptoms, especially after an assault
-   Skin problems that are not getting better even after using prescribed creams or pills
-   Urinary issues with blood in the urine, fever, back/side pain, or a history of kidney stones

**Pregnancy and children’s health concerns**

-   For pregnant patients: vaginal bleeding, severe headaches, or decreased baby movement.
-   Fever in children under 18 months old
-   Children with ear pain or drainage, since the ear must be checked in person
-   Throwing up 6 or more times in 24 hours, unable to keep water, broth or ice chips down, or throwing up blood
-   Severe diarrhea (6 or more times in 24 hours) or blood in the stool

**Severe digestive issues**

-   Throwing up 6 or more times in 24 hours, or throwing up blood
-   Severe diarrhea (6 or more times in 24 hours) or bloody stools
-   Constipation with no bowel movement for 3 days or longer

**Mental health and older adult concerns**

-   Thoughts of self harm or suicide, or seeing/hearing things that aren’t there
-   In older adults (age 65 or older): unexpected weight loss, confusion, increased sleepiness, or loss of appetite

**Checkups and physical exams that must be in person**

-   Physical exams
-   Sports clearance exams
-   Work related injury exams (Worker’s Comp)
-   Routine well child checkups

**Are On-Demand video visits covered by insurance?**

Sutter accepts most insurance. Check with your insurance provider to verify coverage and the amount of your copay, if any.

**Where are On-Demand video visits available?**

You must be physically located in California to use this service.

**Who’s eligible for an On-Demand Video Visit?**

On-Demand Video Visits are available to adults and children ages 18 months – 18 years old. You must have a My Health Online account.

**Can I get a prescription or lab order through this service?**

Clinicians evaluate and treat symptoms appropriate for video visits using their clinical knowledge and judgement. Prescriptions and additional tests may be part of the treatment plan, which is always available to review, including any lab results, in My Health Online.  Limited refills may be offered, when appropriate, though we do not prescribe controlled substances.  If you have any questions after your visit, please refer to your After Visit Summary or call [800-4-SUTTER](tel:18004788837) and request a message sent to the "On-Demand Video" team.

**Can I get a medication refill through an On-Demand Video Visit?**

We only provide refills in some circumstances.

-   **We do NOT refill controlled medications, under any circumstances.**
-   For safety and continuity of care, routine refills should come from your primary care provider.
-   If you’re switching to Sutter from an outside provider, please contact your _prior_ doctor for refills until your first Sutter visit.
-   Our On-Demand doctors may refill select medications short-term if appropriate – like asthma inhalers, hypertension or cholesterol meds, EpiPens, or PrEP (Prep Truvada) – depending on prior evaluations.

**What happens if I need a test or follow-up?**

Our clinician may order tests or recommend follow-up care. You'll receive instructions and can view results in My Health Online.

Scheduled Video Visits

**How can I best prepare for my Video Visit?**

-   Before your visit, test your system using our built-in test feature within [My Health Online](https://www.sutterhealth.org/patient-resources/my-health-online).
-   Sign in 15 minutes before the Video Visit start time.
-   Join the Video Visit from a quiet, private location where you’re comfortable discussing health questions.
-   Make sure the room has good lighting so the provider can see you.
-   If you’re using a tablet, have your phone nearby in case we need to contact you.

**Will my phone or computer work with a Video Visit?** 

You can use most phones, laptops and desktop computers to join a Video Visit. Unfortunately, the following devices aren’t compatible with Video Visits:

-   Amazon Fire tablets
-   Kindles
-   iPhones older than version 8
-   IE 11
-   Samsung Internet Browser

To set up your device for Video Visits, please see our instructions for [mobile devices](https://edge.sitecorecloud.io/sutterhealt962c-sutterhealt8fce-production57cc-4860/media/Project/SutterHealth/SutterHealth/PDF/my-health-online/video-visit-steps-mobile.pdf) or tablets or [laptops or desktop computers](https://edge.sitecorecloud.io/sutterhealt962c-sutterhealt8fce-production57cc-4860/media/Project/SutterHealth/SutterHealth/PDF/my-health-online/video-visit-steps-desktop.pdf).

**What if I have technical problems during my Video Visit?**

Before connecting to a Video Visit, make sure you have version 9.4.4 or later of the Sutter Health [My Health Online](https://www.sutterhealth.org/patient-resources/my-health-online) app. If you have trouble connecting to your appointment, please restart your device and try again. We understand that technical problems happen, so if any issues persist, contact your care team and we’ll continue your visit by phone.

Following your Video Visit, it’s a good idea to contact our Sutter Health My Health Online Support team. That way, we can tackle any technical issues that can disrupt future Video Visits.

**Who's eligible for a Video Visit?**

Video Visits are available to: 

-   All My Health Online members 18 months or older who live in California
-   Teens who have a My Health Online account
-   Adult proxies of children 12 years and younger can schedule same-day Video Visits for their child

**What services aren’t covered by a Video Visit?** 

Some health concerns require an in-person visit with your provider. If you’re an existing patient and need to schedule one of the following, please book an office visit directly through My Health Online or by contacting your provider’s office:

-   Licensure (e.g., DMV or FAA)
-   Pap smear
-   Pre-op exam
-   Procedures
-   Routine physical examination for camp, sports or pre-employment
-   Well-child check

Video Visits aren’t for emergencies. Call 911 or go directly to the [nearest emergency room](https://www.sutterhealth.org/find-location-results?facets=%7B%22c_locationType%22%3A%7B%227%22%3A%7B%22value%22%3A%22Emergency+Room%22%2C%22matcher%22%3A%22%24eq%22%7D%7D%7D&verticalKey=healthcare_facilities) if you have an emergency.

**What symptoms and conditions are covered by Video Visits?** 

Video Visits are convenient for non-urgent or minor health conditions, such as:

-   Acne
-   Allergies
-   Constipation
-   Cough or cold
-   Diarrhea
-   Fever
-   Flu
-   Insect bites
-   Nausea
-   Pink eye
-   Rashes
-   Respiratory problems
-   Sinus infection
-   Sore throat
-   Stye

Please note this isn’t a comprehensive list of conditions, and your condition may not be appropriate for this type of service. If you require a hands-on exam, visit a nearby [Urgent Care](https://www.sutterhealth.org/find-location-results?facets=%7B%22c_locationType%22%3A%7B%224%22%3A%7B%22value%22%3A%22Urgent+Care%22%2C%22matcher%22%3A%22%24eq%22%7D%7D%7D&verticalKey=healthcare_facilities), schedule a visit at a [Walk-In Care clinic](https://www.sutterhealth.org/find-location-results?facets=%7B%22c_locationType%22%3A%7B%229%22%3A%7B%22value%22%3A%22Walk-In+Care%22%2C%22matcher%22%3A%22%24eq%22%7D%7D%7D&verticalKey=healthcare_facilities) or make an appointment with your doctor through [My Health Online](https://www.sutterhealth.org/patient-resources/my-health-online).

View [Conditions of registration (PDF)](https://edge.sitecorecloud.io/sutterhealt962c-sutterhealt8fce-production57cc-4860/media/Project/SutterHealth/SutterHealth/PDF/patient-resources/conditions-of-registration.pdf) for a visit with a Sutter Walk-In Care clinician.

**How do I sign in for my Video Visit?** 

Follow these simple steps:

-   Sign in to [My Health Online](https://www.sutterhealth.org/patient-resources/my-health-online).
-   Tap or click Appointments.
-   Select your Video Visit from the list of Upcoming Appointments.
-   15 minutes before your appointment time, you’ll see a Begin Visit or a Launch Video button in My Health Online.
-   Simply tap or click on the button to join your Video Visit.
-   Tap or click the Test Hardware button to ensure your device is ready.
-   Once your clinician joins, your visit will begin.

**How do I cancel a Video Visit?**

To cancel an appointment before it begins, sign in to [My Health Online](https://www.sutterhealth.org/patient-resources/my-health-online), open the appointment details and tap or click the Cancel button.

**What if I have special language or accommodation needs?**

See our [Video Visit resources](https://www.sutterhealth.org/find-care/video-visits/resources) for information in different languages.

We're here to help

### Visit our help center

Find answers to frequently asked questions.

[View help center faqs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center)

### Chat with us

Get help with technical support questions. Available weekdays, 7:00 am – 7:00 pm.

### Call us

Call 800-4SUTTER. Available weekdays, 7:00 am – 7:00 pm.

[800-4SUTTER](tel:+18004788837)

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