Virtual Care FAQ

Virtual care offers you a variety of options to access medical care at your convenience on your phone, tablet or computer from any location, 24-hours a day, 365 days a year. Our virtual care options are available at http:

Video Visit or Phone Visit: You can discuss any health condition on a video or phone visit with a provider

MyChart Online Visit: If you already have a MyChart account, you can answer a brief list of questions for your provider and receive a treatment plan electronically for health conditions such as:

  • Back pain
  • Cough
  • Diarrhea
  • Red eye
  • Sinus problems
  • Urinary problems
  • Vaginal discharge/irritation
  • Heartburn

Emergencies (Call 911): Virtual care visits are not appropriate for people suffering from serious or life-threatening conditions, such as:

  • Seizures
  • Chest pain
  • Neurological symptoms, suggesting a stroke
  • Difficulty breathing
  • Dizziness or loss of consciousness
  • Sudden bleeding
  • Choking or gagging
  • Severe Hypertension or Hemorrhoids
  • Head injury
  • Possible broken bones
  • Cancer
  • Patients who want to hurt themselves
  • Patients who want to hurt others
  • Schizophrenia or hallucinations

If you have any of the above symptoms or any other serious medical concerns, call 911 or proceed to the nearest emergency department.

Your primary care or specialist provider can see you in a video visit, through a phone visit or respond to your MyChart e-visit question or messages. If you don’t have a provider, you can call 505.727.2727 to schedule a new patient virtual care visit.

The cost for virtual care services will be billed to your insurance and your out of pocket cost depends on your plan. Many insurance companies have reduced or waived a co-pay for virtual visits. If you are self-insured, ask for pricing.

Notes from virtual care visits will be available in your MyChart patient record, which you can view at any time online at Lovelace MyChart.

New patients can call 505.727.2727 to schedule a new patient virtual care visit. Established patients can call or use MyChart as noted above.

With the increase in COVID-19 care requests, average wait time for video visits can vary. Appointment lengths can vary, but average 20 minutes or less.

The virtual care sites are available in English and Spanish. To view MyChart in Spanish, select the “Ver en Español" option at the top of the login screen. An interpreter can be scheduled for your visit if translation services are needed.

You can schedule appointments with a local provider by calling 505.727.2727.

Yes, when clinically appropriate, the provider will prescribe medications. Prescriptions will be sent to your pharmacy on file in MyChart or to the pharmacy location you provide during your visit.

Yes. You can request a prescription refill via MyChart or by messaging your provider. If you do not have a physician, please call 505.727.2727 to request an appointment.

Yes, if you have proxy access to your child’s MyChart account, you can request a video visit, a phone visit, an e-visit or send a message to your child’s provider. Children under the age of 18 can also be seen for on-demand urgent care on your Docs On Call account.

Yes. You can request medical forms to be completed such as sick slips or back to work/school documents when clinically appropriate. More substantial documents like FMLA forms, disability forms or handicap/DMV documents may not be able to be completed in a virtual visit if they require an in-person evaluation that cannot be accomplished via video.

While virtual visits offer a convenient, low-cost method for receiving care, many illnesses require an in-person examination or tests (such as flu or strep tests). Virtual visit doctors may be able to offer treatment to help manage symptoms but at their discretion may recommend that you make an appointment at one of our physician offices or urgent care locations. If you feel very ill, please visit our Emergency Department or call 911.

If you have an issue after a Docs On Call Visits, you can call (888) 658-6661 or send an email They are available to answer questions related to prescriptions, billing, technical issues or any other questions or concerns.

Yes. As a healthcare organization, we are committed to maintain patient privacy and keep your information secure during a virtual visit.