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Florida Hospital eCare FAQs

1. What is eCare?
eCare provides a convenient option for a face-to-face video urgent care appointment with a board-certified physician or nurse practitioner through the use of a telehealth solution using your smartphone or tablet. You can receive diagnosis, treatment, follow up and prescriptions for minor ailments.
2. Why would I use eCare?
eCare provides access to medical providers on your schedule for minor medical concerns when and where it’s convenient for you anywhere within Florida you have Internet access.
3. What are the eCare hours?
Currently, eCare is available Monday - Friday from 8am - 8pm and Saturday - Sunday from 8am – 5pm.
4. What health conditions can be treated through eCare?
Most minor ailments can be treated through eCare.  Typical complaints include, but are not limited to:
  • Acid reflux
  • Conjunctivitis/Pink eye
  • Allergic rhinitis
  • Minor abrasions/wounds
  • Burns – minor
  • Rash/Hives/skin conditions
  • Cough, colds, bronchitis and flu symptoms
  • Urinary tract infections
  • Lower back pain
  • Skin conditions
5. What if my condition cannot be treated during my visit?
If the physician or nurse practitioner determines the patient’s needs are outside of the scope of care for an eCare visit, the provider will advise the patient of need for an in-person visit and assist with a referral through their primary care physician if needed. You will not be charged for your visit if a diagnosis is not made.
6. What is the cost for an eCare visit?
An eCare visit is $49 without insurance, payable at time of visit via credit card. 
7. Will my visit be covered by insurance?
Yes, depending on your insurance; check with your insurance provider or use the application to see a list of insurance companies we accept. Enter your insurance information upon registration before your visit. You pay your co-pay or deductible / co-insurance amount via credit card, or your health savings and reimbursement account card. If you, or a member of your immediate family, have another health plan, you may still be eligible for coverage. Check with your insurance provider to determine whether eCare visits are covered. You may need to file your claim directly with your insurance company for reimbursement.
8. If am using insurance, what information do I need?
Insured patients need the following information to use eCare:
  • Policy Holder Name
  • Policy Holder Date of Birth
  • Policy Holder Gender
  • Policy Holder’s Relationship to Patient
  • Patient’s Own Member Number (Please see application for a sample insurance card)
9. How do I create an account to use eCare?
Go to your app store (Android Google Play or Apple Store) and download by searching “Florida Hospital eCare”. You will be prompted to create an account which entails entering information about yourself. You will be asked to provide a credit card or health savings and reimbursement account card for billing, but your account will not be billed until after you are seen and treated.
Note:  each member of your immediate family will need their own account. If your child is under the age of 18, you will fill out the Guarantor section as their guardian.
10. Who can use eCare?
Anyone in the state of Florida can use eCare.  Due to government regulations, eCare is not available to patients outside of the state of Florida at this time.
11. How do my children and family use eCare?
As the parent and/or guardian, you have to create a primary account (which you can use for visit requests), and you can add multiple users under your account. If your dependent is under the age of 18, the legal guardian will need to fill out the guarantor section and be present with the patient during the virtual consult.
12. Can my dependent(s) use eCare if they are located outside of Florida?
Due to government regulations, we cannot provide treatment to patients outside of the state of Florida at this time.
13. Do I need special equipment to use eCare?
As this is a virtual visit which includes both audio and video, you must have a webcam and microphone activated on your smart phone or tablet. 
14. Can I schedule an appointment or is it first-come, first-served?
You have the option to choose an on-demand appointment or you can schedule an appointment for a time that is convenient to you.  
15. Who will I see when I begin my appointment?
Once you login to your account and finish filling out information necessary for the appointment, you will see a list of providers. You may choose one of these providers or wait to see one if they are with another patient. Please allow up to 2 minutes after clicking the ‘JOIN’ button for the video connection to launch. You will have the option to wait for the provider, or be alerted via a text message, phone call or email.
16. Can I get a prescription? 
Yes. eCare physicians and nurse practitioners can provide a prescription for non-controlled medication in accordance with state laws when deemed medically necessary. We can only provide a limited supply of long-term medications until you can follow up with your primary care physician. We cannot refill controlled medications (narcotic pain relievers, benzodiazepines, etc.). Please contact your prescribing provider for these refills.
17. How will I know my visit is private and secure?
Patient privacy is important to us, and your information is secure. eCare uses secure technology, encrypting all communication over the Internet. In addition, eCare is compliant with all HIPAA regulations. See our Notice of Privacy Practices.
18. What happens after my visit?
After your visit is complete, your visit summary will appear on screen. If you are not available to view it at this time, you will receive directions on how to access your post visit summary via secure email to the email account you have on file. This will provide details of your visit, follow up instructions from the provider, prescribed prescriptions, and additional information on what to do if your condition does not improve. 
19. Is information sent to my primary care physician?
Information from your eCare visit is not always sent to your primary care physician, but you can print and save your “visit summary” at any time to share with your primary care after a visit is completed. 
20. Can the physician or nurse practitioner write me a work or school release note? 
Yes, at the discretion of the physician or nurse practitioner. If a note is written, you can see the digital work/school release note on the last page of your visit summary sheet.
20. When I register it says ‘Email address already in use’.
If you see this message, you already have an account under this email address. Please confirm you have entered the information correctly and you may need to reset your password if you have forgotten it. If you confirm your information is correct and you still receive this error, please call our support center at 480-739-0077.
21. I’m receiving a ‘Service Not Available’ message.
If you see this message, please reboot your WIFI or cell phone connection or transfer to your 3G/4G data service. Some wireless hotspots will block programs like this so it appears the service is unavailable. 
22. Does the application automatically show me available pharmacies that are within my insurnace network?
No, you will need to confirm with your insurance carrier prior to a visit to confirm that the selected pharmacy is within your network.
Technical FAQs
1. I cannot see my provider as ‘Available’. What do I do?
A particular provider may not be available or may be engaged with another patient at this time. If the provider has already accepted your request for an eCare visit, there may be a 4-5 minute timeframe to establish the connection once the provider has signed in.
2. I am connected with my provider but I cannot see them. What do I do?
Your browser may initially ask for permission to use your camera and microphone. Make sure you have granted access. If you haven’t, or you still see a black screen, refresh your screen to have another opportunity to share/allow access.
3. How do I change my credit card or health savings and reimbursement account card information?
At this time, eCare does not support multiple credit cards. If you need to edit your credit card information, click on the Menu icon in the upper left-hand corner. You can edit your payment information under the Payment tab. Delete the existing card first, then you can add your new credit card information.
4. I keep losing my internet connection. What do I do?
To ensure a good eCare visit, an upload/download connection speed of 3Mbps is required. A noticeably better experience will happen with a connection above 5Mbps.
5. I cannot hear the provider. What do I do?
There are 3 items to check:  1. Check to see if you’ve given permission to eCare to access your camera and microphone. 2. Make sure your audio isn’t muted. 3. Check to see if an external headphone is plugged in, and if so, unplug it. 
6. I can’t log in. What do I do?
If you have forgotten your password, please visit to reset it. 
7. How do I change my notifications?
To change your notifications, please click your name in the upper right-hand corner. From here, you will see a menu appear. Please click My Account. Go to the Account Information tab to toggle between your notifications to choose via phone, email or SMS (text).
8. Do I need WIFI to use your service?
Although we do recommend you use WIFI for the best possible experience, it is not required to use our service. As long as your connection is 4G or LTE, then you should be fine. If you do experience connection issues, you can simply switch to audio-only, when connected to a doctor, and your connection will improve.
9. What mobile devices and/or operating systems do you support?
We currently support Android and iOS enabled devices. This includes tablets, as well as smartphones.
For Android, you must have Android 4.0.3 or newer to install our app.
For iOS, you must have iOS 8 or 9 installed. Additionally, your iPhone must be a model 4S or newer.