Frequently Asked Questions
About 24/7 Care
1. What is 24/7 Care?
24/7 Care provides 24/7/365 access to U.S. board-certified doctors and advanced practice providers through secure video visits for non-emergency illnesses such as the flu, sinus infections and seasonal allergies.
2. Who are the providers?
24/7 Care brings together CAMC and Teladoc Health – the world’s largest provider of virtual care delivery services. All providers who participate in 24/7 Care are U.S. board-certified physicians, certified in internal medicine, family practice or pediatrics, or licensed advanced practice providers (physician assistants and nurse practitioners). Who you see will depend on your medical need and provider availability at the time of your call.
3. Do 24/7 Care providers work at CAMC?
Some 24/7 Care participants are CAMC providers, while others are located in other areas of the United States. Call volume and provider availability determines whether you are paired with a provider from CAMC or from Teladoc’s national physician network. They all can diagnose, treat and prescribe medications for your non-emergency conditions.
4. Does 24/7 Care replace my doctor?
No. 24/7 Care does not replace your primary care doctor. 24/7 Care should be used when you need immediate care for non-emergent medical issues. It is an affordable, convenient alternative to urgent care and ER visits.
5. What kind of medical care does 24/7 Care provide?
24/7 Care provides general medical care for many non-emergency illnesses including flu, sore throat, eye infections, allergies, sinus infections and more.
6. How do I set up my 24/7 Care account?
Setting up your account is quick and easy. You can download the free mobile app for both Android and Apple devices via the MyCAMC app (for employees), CAMCGo app (public) or by visiting camc.org/24-7Care. Click "Register Your Account" and you will be guided through step-by-step instructions.
7. Do I have to set up an account ahead of time or can I wait until I need a virtual visit?
You can set up your 24/7 Care account anytime. However, it may be easier to register and set up your account before you need a virtual visit instead of when you aren’t feeling well.
8. How do I request a visit to talk to a provider?
Visit the 24/7 Care website or mobile app, log into your account and click "Request a Visit."
9. How quickly can I talk to the provider?
Visit requests are answered in 30 minutes or less in the comfort of your own home or on the go. Upon requesting a visit, you will be placed into the virtual waiting room until the next available provider answers.
10. What if I miss my virtual visit?
You will be notified when the provider is ready to see you. If you miss your visit, you will be returned to the end of the queue. The visit request is cancelled if you miss three attempts from the provider.
11. Is there a time limit when talking with a provider?
There is no time limit for virtual visits. Take as long as you need!
12. Can 24/7 Care providers write a prescription?
Yes, all 24/7 Care providers can prescribe short-term medication for a wide range of conditions when medically appropriate. 24/7 Care providers do not prescribe substances controlled by the DEA, nontherapeutic and/or certain other drugs which may be harmful because of their potential abuse.
13. How much does a 24/7 Care virtual visit cost CAMC Employees?
There is NO COST for CAMC employees and their immediate family members to use 24/7 Care – no co-pay, no deductible and no fees. (Immediate family members are limited to spouse and dependent children through the age of 25.) Patients are responsible for the costs of any medications that are prescribed.
14. What does a virtual visit cost the public?
24/7 Care is open to the public for $49 per visit. Payment is due at the time of service using a credit or debit card. Patients are responsible for the costs of any medications that are prescribed.
15. Do employees have to participate in CAMC’s Health Plan to use 24/7 Care?
No. Virtual visits are FREE to ALL CAMC employees and their immediate family members (spouse and dependent children through the age of 25) regardless of whether they participate in the CAMC Health Plan.
16. Can I request a virtual visit if I am traveling outside of West Virginia?
Yes. You can request a visit from anywhere within the United States (i.e. anytime you are traveling for vacation or business).
17. Can I provide virtual visit information to my doctor?
Yes. You have access to your electronic medical record at any time. Log into your 24/7 Care account and view your visit history to download a copy of your visit information.
18. Will there be a record of my 24/7 Care visit in my Cerner medical record?
If you are an active CAMC patient there will be a record of your virtual visit in Cerner.
19. What happens if I need additional care after my 24/7 Care visit?
If the 24/7 Care provider feels you need immediate or additional care, he/she will refer you to the emergency room, urgent care or a primary care provider.
20. Does 24/7 Care replace my child/minor’s pediatrician?
No. 24/7 Care does not replace the pediatrician or primary care physician for any member, regardless of age. 24/7 Care should be used when you need immediate care for non-emergent medical issues. It is an affordable, convenient alternative to urgent care and ER visits.
21. What ages are covered by the 24/7 Care network?
24/7 Care providers treat all ages (newborn and up). Children under the age of 18 must be present with their parent or guardian during the virtual visit.
22. Will the child interact or speak to the provider directly?
The child must be present during the video visit; however, the level of child involvement is at the discretion of the provider. In all cases, the provider will speak directly with the parent or guardian.
Set up your account starting Oct. 14!
It’s easy! Download the free app, which will be accessible Oct. 14, 2019, through the CAMCGo and MyCAMC apps or on the 24/7 Care web page at camc.org/24-7Care. The app will be available for both Apple and Android devices.
Create a username and password.
REQUEST A VISIT ANYTIME.
Care is just a click away!