24/7 Virtual Care

More information about the cost

Mass General Brigham will work with your health plan to bill for any amount owed after your visit. By participating in a 24/7 Virtual Care visit with Mass General Brigham, you agree to be financially responsible for the services provided to you. If it is later determined that your insurance coverage changed or was not active on the day of your visit, or does not cover the services provided, you agree to be financially responsible for the visit and authorize Mass General Brigham to charge you the cost of the service.

Frequently asked questions about 24/7 Virtual Care

What should I expect from my Mass General Brigham 24/7 Virtual Care visit?

You have the option to schedule a virtual urgent care appointment through Patient Gateway. Simply log in and select an appointment time for either later today or tomorrow.

You will visit with a Mass General Brigham urgent care provider through the browser on your smart phone, tablet, or computer.

Your "After Visit Summary" will be available in your Patient Gateway.

If you do not have a Patient Gateway account, you will be asked to create an account during the scheduling process. Your Mass General Brigham care team will have access to the notes from your visit. If you have a primary care physician outside Mass General Brigham, we can share your records with your consent.

Does Medicare cover virtual urgent care?

Yes. 24/7 Virtual Care is covered under Medicare Part B.

Who can use 24/7 Virtual Care?

• 24/7 Virtual Care visits are available to individuals in Massachusetts and New Hampshire. Individuals aged 18 and above can use this service for one-time medical needs or for long-term primary care.
• Individuals aged 3 – 17 may also use 24/7 Virtual Care for one-time medical needs but they must be accompanied by a parent, guardian or medical proxy.
• Both current patients of Mass General Brigham and new patients may use 24/7 Virtual Care through Patient Gateway.

What types of conditions does 24/7 Virtual Care treat?

24/7 Virtual Care providers address nonemergency issues and mild to moderate health conditions that can be evaluated using video. You may be asked to provide health information you can check at home, like your blood pressure and weight.

24/7 Virtual Care offers same-day video visits for concerns, such as:

• Colds, flu, and COVID-19
• Rashes, bug bites, and other skin issues
• Seasonal allergies
• Sprains and strains
• Stomach upset, nausea, and diarrhea
• Urinary tract infections

Some conditions need immediate attention, hands-on treatment, or specialty care.

Our 24/7 Virtual Care providers do not treat:

• Medical emergencies, like chest pain, trouble breathing, sudden numbness, confusion, or difficulty speaking
• Severe injuries, such as broken bones or deep cuts
• Serious mental health symptoms, including suicidal thoughts, extreme confusion, and paranoia

For emergency care or immediate medical assistance, call 911 or go to the nearest hospital.

How do I prepare for my visit?

To ensure your virtual visit is successful, please confirm that you are using a smart phone, tablet, or computer with the following features:

• A working camera, speakers and microphone
• The most recent versions of any internet browser you plan to use

It is recommended that you arrive to your virtual visit 15 minutes early to ensure your technology is working properly and troubleshoot any issues.

It is also recommended that you find a quiet and private place to have your virtual urgent care visit.

How do I sign up for Patient Gateway if I don't already have an account?

Please learn more about how to enroll in Patient Gateway and download the app.

How do I contact technical support if I am having a problem?

Please call 617-648-5822 and select option 1.

Where do I go if I need x-rays or lab work related to my urgent care visit?

During your virtual visit, your virtual care provider can order any necessary labs, imaging, or other tests, which you can complete at a convenient location.

• Lab locations
• Imaging locations

If I have been directed to get x-rays or lab testing done related to my visit, how will I be charged for that visit?

There is an additional charge if you need any x-rays or labs done.  Check with your insurance to learn your cost sharing for these services.

Can a 24/7 Virtual Care provider be my long term primary care provider (PCP)?

Yes, you may select a 24/7 Virtual Care provider as your PCP. You can let your provider know during your virtual visit or call 617-648-5822. We’ll guide you through the selection process, including updating your PCP information with your insurance provider, if necessary.

With virtual primary care, you can get wellness checks, medical advice, prescription refills, and treatment for new and ongoing issues. Virtual primary care can help you manage mild to moderate health conditions and concerns, including:

• Acne, eczema, and other skin conditions
• Anxiety and depression
• Asthma and breathing problems
• Birth control management
• High blood pressure and cholesterol
• Infections
• Smoking cessation
• Thyroid issues
• Type 2 diabetes

Some types of primary care, such as yearly physicals for school or work, require in-person visits. Mass General Brigham also provides in-person care for more complex conditions, such as:

• Cancer
• Chronic pain that needs further examination or testing
• Pregnancy
• Severe mental health issues

We refill most medications if they’re working well for you, but you may need lab testing before we can prescribe certain types of medications. 24/7 Virtual Care providers do not prescribe:

• Medical marijuana
• Medicines for sleep, anxiety, and ADHD that are considered controlled substances
• Opioids and other strong pain medications
• Some specialty drugs, like cancer and immune system medicines

I want a traditional, in-office primary care physician, but can I use 24/7 Virtual Care temporarily until I see them?

Yes, 24/7 Virtual Care is a great way to supplement your in-person primary care. It gives you the option of getting same-day care without leaving home and can be used between appointments with your primary care provider.

I am currently seeing a specialist. Can I continue seeing them if I use 24/7 Virtual Care?

Yes. All your Mass General Brigham providers, including primary, specialty, and virtual care providers, coordinate your care using your electronic medical records. They can all access your health information, including notes from virtual and in-person visits, hospital records, labs, and imaging.

What if I need to be seen in person?

We can address many health concerns with 24/7 Virtual Care video visits. But if you need in-person care, we’ll see you at one of our convenient urgent care centers or regional clinics.

Can I schedule a visit for someone else?

• Yes.  Both current and new patients can schedule a visit for someone else. You do not need to have a Patient Gateway account to schedule a visit for another person.
• However, if you have a Patient Gateway account, please login to schedule for someone else. This will make the scheduling process faster.
• Adults can schedule a visit for a child, another family member or friend. Parent or legal guardian must accompany a child under 18 during the visit.

How do I get my discharge instructions?

Your After Visit Summary will be available through Mass General Brigham Patient Gateway. If you do not have a Patient Gateway account, you will be asked to create an account during the scheduling process.

I still have more questions—who do I ask?

If you have questions about using 24/7 Virtual Care for nonemergency concerns, call 617-648-5822.  24/7 Virtual Care is not for life-threatening conditions. If you have an emergency or need immediate medical assistance, call 911 or go to the nearest hospital.