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Virtual Care FAQs

Get answers to common questions about virtual visits with your primary or specialty care provider.

Virtual care overview

Of course! You and your provider will develop a plan of care that works for both of you.

You can participate in a virtual visit from many locations (at home, at work, etc.). Be sure that you have a reliable internet/Wi-Fi connection and that you are somewhere quiet and private. If you are located outside of Massachusetts, please check with your provider to verify if virtual care is available to you.

Please check with your Mass General Brigham provider to find out if they participate in the virtual visits program and if your visit would be appropriate to conduct virtually. 

Virtual Urgent Care is available to established patients of Mass General Brigham as well as to new patients.  You can meet with a provider through a secure, interactive Virtual Urgent Care visit on your tablet, smart phone, or computer from 7 a.m. - 11 p.m., 7 days a week. This service is for adults and children ages 3 and older. Anyone under the age of 18 will need to be accompanied by an adult.

Yes, just like a regular appointment, your virtual visit is private and confidential. However, it is very important that you conduct your visits in a private, secure location.

We use a special version of Zoom used for healthcare visits that has several security features that are not available with other versions of Zoom. Each individual appointment creates a new meeting link between provider and patient. There is also a waiting room function providers use to admit people into the Zoom meeting so that no uninvited guests may join. 

All the video calls are encrypted, video and chat cannot be recorded, and personal health information is not saved by the video system. Connecting to the visit through Patient Gateway provides another layer of security. Patient Gateway virtual visits are designed to make seeing your provider easy, while keeping you and your health information safe and secure.

Before your virtual visit

  • A Patient Gateway account
  • A Zoom video application downloaded and installed to your device
  • A reliable internet connection
  • A PC/Mac that meets the following minimum requirements: 
    • Chrome or Firefox as an internet browser
    • Webcam
    • Microphone
  • Speakers or headphones 
  • An iPhone/iPad/Android device with:
    • The Patient Gateway application
    • Front-facing camera

To sign up for a new account, reset your password, or access your existing account visit Patient Gateway. You can also download the Mass General Brigham Patient Gateway app to your mobile device or tablet.

A few minutes before your scheduled visit, log into Patient Gateway and hit the button to start your appointment. Your care provider will meet with you shortly.

Depending on your device, there may be physical buttons you can use to adjust the volume, an icon on the desktop of your computer, or it can be raised or lowered in the virtual visit once you are connected with your provider.

Yes, you can invite a third party to join your appointment. Please let your clinician know that you would like someone else to join at the beginning of your visit. Be prepared to share a mobile number or email for them at the start of the visit so they can receive a link to join the visit.

Costs and payment

Depending on your insurance coverage, you will be charged your usual co-pay/deductible. For more information, please contact your insurance company.

If technical issues prevent your visit from being completed over video, but it still occurs over the telephone, you will be charged for the visit. If the visit cannot be completed by either method, you will not be charged.

Following your virtual visit, you will receive a bill by mail or electronically via Patient Gateway. You may pay by phone, mail or electronically through Patient Gateway. All major credit cards and personal checks are accepted.

Most patient payments or co-pays for medical services are eligible expenses for most HSAs or FSAs. However, we recommend that you check with your employer or health insurance company to confirm.

Please contact the Mass General Brigham Billing Office at 617-726-3884 if you believe you have received a bill in error.

Patient Gateway

Log in or enroll to schedule a virtual visit, email your doctor, and more.  

man working on a laptop with patient gateway on the screen

Virtual care services