FAQ

FREQUENTLY ASKED QUESTIONS

What do I need to do in case of an emergency?

If you do experience a "true" medical emergency, you are encouraged to pick up the phone and dial 911 as soon as possible. Docturnal Is ONLY FOR NON-EMERGENCY MEDICAL ISSUES AND PATIENTS SHOULD NOT USE IT IF THEY ARE EXPERIENCING A MEDICAL EMERGENCY. PLEASE DIAL 911 IF YOU ARE HAVING A MEDICAL EMERGENCY. Docturnal is also not intended to replace a patient’s Primary Care Physician.

How many refills can I receive for my medications?

Currently, Docturnal Health only allows for medication refills on up to 3 medications if approved by the provider for  non-narcotic and non-controlled medications. If we are unable to refill your requested medication, there is no charge! You must be able to show the prescription bottle of the medication refill being requested.

What app do I need to download prior to the visit?

Your patient portal can be accessed securely via any web browser on your smart device or computer. No download is necessary prior to your appointment.

How is my personal electronic health record kept private?

Your health records are kept private and secure using HIPAA recommended electronic information security protocols. Only Health Providers that you schedule with, will have permission to view your personal health information.

How will my Healthcare Provider handle bloodwork, imaging, labs and other tests from other sources?

You have the option to upload bloodwork, imaging, labs and other tests to our secured portal for our Healthcare providers to review and assist with diagnosing and treating your medical conditions if applicable.

What type of treatment will I receive?

Medical advice and consultation may be given by the health care provider to the patient. Medical advice can include prescriptions, over-the-counter medication suggestions, non-prescription treatment plans, and/or referral to another provider for care, either in person or via Telemedicine.

Are there medications that cannot be prescribed?

Our Healthcare Providers currently cannot prescribe controlled substances and medications that would require in-person examinations, e.g. medical marijuana, stimulants such as Adderall and Ritalin, narcotics or sedatives. Our therapists cannot prescribe medications for mental health purposes.

What type of Doctor, Healthcare Provider can I speak with?

Users of Docturnal Health can talk to a Health Care Provider directly. Health care providers include Licensed Medical Doctors, Physician Assistants, Nurse Practitioners, Psychiatrist and Therapist.

Can I get a medical excuse for a sick day off?

Yes. After each Telemedicine appointment is completed by your Healthcare Provider, you will be automatically sent a treatment summary document which can be presented to your employer or educational institution. However, there is no guarantee that your employer/educational institution will accept this as a satisfactory proof of illness.

What if I have a general question that has not been answered?

Feel free to contact us directly at support@docturnalhealth.com if you have a specific question that has not been answered.

How does a virtual visit work?

You will select and schedule an appointment with a healthcare provider listed on our site and then check out. On the day and time of your scheduled appointment, you will log in and connect with your provider via a video call that is built into our system. You can use any web browser on a mobile device or on a desktop computer to connect. No downloads are necessary.

What happens at the time of my virtual visit?

During your virtual visit, your healthcare provider will review your medical history and discuss the reason for your visit as well as any other health goals you’d like to discuss. Based on your provider’s assessment of your medical condition, your provider may prescribe treatment and or recommend a treatment plan.

How much does a virtual visit cost?

The cost of your virtual visit is determined by the type of appointment selected when scheduling and starts as low as $24.95

What happens if my Virtual chat is disconnected during my Virtual Visit?

If your Virtual Visit is disconnected, the health care provider you were speaking to will attempt to connect with you again. If a Virtual Visit cannot be re-established, your Provider will reach out to you by the phone number provided in your User profile.

How can I ensure I am ready for a Virtual Visit from my computer or mobile device?

For a Virtual Visit, you will need to have a strong internet connection, a device with a microphone and video camera or a desktop computer with a working microphone and webcam. We recommend you find a quiet location, away from disturbances so your healthcare provider can assist you best.

Can Docturnal Prescribe Medications through a Virtual Visit?

If your health care provider determines that a prescription is recommended as part of your treatment plan, the prescription will be sent to the pharmacy of your choice.

Can I use my health insurance if I get a prescription through a Virtual Visit?

Yes, you can use prescription insurance to pay for any prescriptions that are prescribed as part of this service. Please ensure you confirm your insurance information with your preferred pharmacy.

Where will my prescriptions be sent?

During your appointment scheduling, we'll ask you to pick a pharmacy in a location that is convenient to you, this pharmacy will be used by your healthcare provider to send your prescriptions.

Can I change my preferred pharmacy?

Updating and making changes to your pharmacy before and during the scheduling of your appointment is possible. If after you schedule your appointment, you’d like to use a different pharmacy, please notify your healthcare provider during your video visit.

Will my Healthcare provider always prescribe medications?

Prescription medications may not be recommended for treatment in some cases. Our health care provider will evaluate your symptoms and medical history to determine the best treatment plan for your condition.

Can I use my insurance to pay for Virtual Visits?

We're currently not accepting insurance for your visit fee. However, our fees are priced to be just as affordable as your regular in-office copay and sometimes lower.

How can I pay for my Virtual Visits?

We accept all major credit, debit, FSA and HSA cards.

Who are the providers?

Docturnal works with qualified licensed providers, who share their licensure, education history, and attest to a clean work history before they begin using our platform. The providers that use our platform are Licensed Doctors, Physician Assistants, Nurse Practitioners, Psychiatrist, Psychologists and Social Workers. Users have the option to choose and schedule an appointment with the provider of their choice. The availability of a provider on our platform should not be considered a recommendation and it is your responsibility to check the qualifications of a health care provider before submitting payment for treatment.

Can I get a refund if I am not satisfied with the visit?

We do our best to ensure our users are satisfied. However, the decision to issue a refund, is based on the discretion of your healthcare provider.

Can I get a refund if I am not satisfied with my diagnosis?

The providers that use Docturnal’s platform, are independent contractors and based on their discretion and medical knowledge, will provide the most appropriate treatment plan for each patient. Docturnal Health does not issue refunds if patient’s do not receive the treatment plan they expected.

How is my payment information protected?

We do not collect and store your payment information.

Is Telemedicine a safe way to receive treatment?

Yes, Telemedicine is a safe way to receive treatment for minor medical conditions and concerns. Treatment plans and prescriptions are tailored to fit your specific needs.

How is my medical information protected?

Docturnal Health is a HIPAA compliant, cloud-based software and uses the latest technology in digital security standards to protect your personal health information.

How do I contact Docturnal Health?

You can contact us by sending an email to customercare@docturnalhealth.com

How do I contact my Healthcare Provider?

To contact your healthcare provider with medical questions that are specific to you, you can send an email directly to your provider by logging into your account. The email address for your provider is shared in your appointment details page.

FAQ