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On-Demand Video Visits FAQs

Video visits provide a quick, immediate way for you to connect with with a health care provider for an online doctor’s visit when you need care for common conditions. During a video visit, you’ll talk to a provider via video chat, receive a diagnosis on the call and get a treatment plan. If you need prescriptions, they’ll be sent directly to your pharmacy.

How on-demand video visits work

  1. Log in to MyChart or register for a MyChart account on your browser or in the My Rush app. For the best possible experience, we recommend using the My Rush mobile app.
  2. Select On-Demand Video Visits from the virtual care menu.
  3. Enter information about your condition and complete the check-in process.
  4. Within 20 minutes, you’ll be notified that a provider is ready to connect. 
  5. Join the video chat on your smartphone or tablet with the My Rush app or on your desktop computer with MyChart.

Video visits are available to adults and to children of all ages, whether or not they have seen a Rush provider in the past. 

For more information, take a look through the questions below.

What should I do if I can't connect to my visit? 

If you're having trouble connecting to your video visit, try the following simple troubleshooting strategies: 

  • If you're using your browser, try connecting on the My Rush app on your phone instead. Using the app ensures the best possible experience with video visits. 
  • Make sure you're connected to secure WiFi with a strong signal. 
  • Verify that your app, phone and/or browser are all updated to the most recent version. You can check that the My Rush app is up to date by visiting the App Store or Google Play.  

If you're still having trouble, you can contact us at (312) 563-6600 or email us at virtualcare@rush.edu.

How should I prepare for my visit?

The following are some tips to help you prepare for your visit:

  • Install the My Rush app on your phone or update to the latest version. Enable push notifications so we can let you know when your provider is ready to connect.
  • Find a quiet, private place with enough light and a strong WiFi signal. Consider using a headset for the best sound quality.
  • Charge your device so you have enough battery for the visit.
  • If you’re on a desktop, update your browser and plug-ins.

What conditions can be treated via video visit?

Video visits are available to adults for the following conditions:

• Acid reflux • Cold/flu* • Concern for coronavirus
• Coping and stress • Cough* • Constipation
• Diarrhea* • Fever • Insect bites/stings
• Minor burns • Minor injuries • Painful urination*
• Red eye • Return to work assessments • Seasonal allergies
• Sinus problems* • Sore throat • STD counselling
• Wound check    

Return to work assessments will provide you with documentation needed to return to your workplace after an illness. If you need treatment for a condition other than these, you can make an appointment or visit one of Rush’s walk-in care locations.

*E-Visits available.

Video visits are available to children of all ages. Video visits for kids are restricted to these topics and are currently offered free of charge. For visits with children under 12 years of age, the parent/guardian and child must both be present for the visit.

• Allergic reaction • Cold/flu • Concern for novel coronavirus • Constipation
• Cough • Diaper rash • Diarrhea • Lice
• Red eye • Rash • Wound check  

Virtual visits are not for emergencies. If you have an urgent medical need, call 911 — or visit your nearest emergency department or urgent care facility.

Who can use video visits?

Video visits are available to adults and to children older than 3 months, even if they’ve never been to Rush. You must have a MyChart account to complete a virtual visit, but you can register for a MyChart account at any time. For children 3 months to 11 years both the parent/guardian and the child must be present during the visit. 

Video visits are available to children of all ages for cough, cold/flu and concern for novel coronavirus. For visits with children under 12 years of age, the parent/guardian and child must both be present for the visit.

When are video visits available?

Video visits are available from 7 a.m. to 11 p.m., seven days a week. On Memorial Day, video visits will be available from 8 a.m. to 8 p.m. and normal service will resume on Tuesday, 5/26.

How much do video visits cost?

To promote safety and wellness in our community, we will submit claims for video visits directly to your insurance carrier and you will not need to pay an upfront fee for your visit. If we do not have your insurance on file or if you do not currently have coverage, we may follow up with you after your visit. In some instances, copays or co-insurance may apply. The standard patient out of pocket expense for a video visit is $49 or less.

What languages are available for on-demand video visits?

On-demand video visits are offered in English and Spanish. For video visits in Spanish, select “yes” when asked if you need interpreter services for your visit. A Spanish-speaking interpreter will join your visit along with the provider. For care in languages besides English and Spanish, please contact the Rush Call Center at (888) 352-RUSH (7874).

What are the technical requirements for a video visit?

To complete a video visit, you will need a smartphone or tablet, the My Rush mobile app and a MyChart account. The app is available for free in the App Store and on Google Play. You should complete your video visit over secure WiFi with a strong signal. If your software and plug-ins are up to date, you may also complete video visits on your desktop computer but we recommend the My Rush app for the best experience. If you need help troubleshooting your video visit connection, try the steps described, contact us at (312) 563-6600 or email us at virtualvisits@rush.edu.

Will I be treated by my regular primary care provider?

You’ll be treated by the Rush provider who is available at the moment you need care. Your regular primary care provider will have access to your diagnosis and treatment plan in your medical record.

What happens if I can’t receive treatment through a video visit?

Depending on the nature of your condition, you may be advised to seek in-person care. Your live provider may suggest a certain type of care and let you know where to make an appointment. If for some reason you cannot receive treatment, your visit will still be billed.

Can I get a prescription through video visits at Rush?

Yes. Your provider can prescribe medications if you need them and send the online prescriptions directly to the pharmacy of your choice.

Are video visits secure?

We take great care to ensure your health information is kept private and secure. Access to information is controlled through secure activation codes, personal usernames and passwords. You control your own password, and your account cannot be accessed without that password. Further, MyChart uses the latest 128-bit SSL encryption technology to automatically encrypt your session with MyChart.