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LVHN Video Visit: Frequently Asked Questions
Q: What is an LVHN Video Visit?
A: A video visit is a way to talk with and see your health provider through your video-capable, internet-connected smart device (mobile phone, tablet or computer). An LVHN video visit can take place nearly anywhere that is comfortable. It is important that this is a private space because you may need to show your provider an affected area. Your video visit is live and will not be recorded.
Q: Who is eligible for an LVHN Video Visit?
A: Anyone age 18 or older who has a minor illness or medical concern may schedule an LVHN Video Visit. You also must be within the Commonwealth of Pennsylvania at the time of your Video Visit due to licensing restrictions. The health care provider will not be able to complete the Video Visit if you are calling from another state or country.
Q: What if I would rather have an in-person visit with my provider?
A: You may schedule an in-person visit with your provider by selecting the Sick Visit appointment option on the Schedule an Appointment page.
Q: How do I schedule a video visit?
A: To see one of our providers, you can schedule an appointment via MyLVHN. On the Schedule an Appointment page, select the LVHN Video Visit button.
Q: Is there a cost for a video visit?
A: The cost of a video visit is $49.
Q: What do I need for an LVHN video visit?
A: You will need a MyLVHN account and the MyLVHN app on your smart device. You will access the portal for your video visit through the MyLVHN app.
Q: How do I create a MyLVHN account?
A: Create your MyLVHN account in one of two ways:
- You can activate your account during a visit with your LVPG provider.
- Visit MyLVHN.org. Click "Create Account".
- Enter your personal activation code, your date of birth, and the last four digits of your social security number. Your activation code is found on the after-visit summary you received at a recent LVPG provider visit.If you need an activation code, request online:
- On MyLVHN.org after clicking "Create Account," scroll to the bottom of the form and Click "Request Online." Fill out the form with requested information and submit.
Q: How do I download the app onto my internet-connected smart device?
A: Option 1: Using your smart device’s browser, visit MyLVHN.org. A mobile pop-up message will display. Click on either the Apple Store or Google Play to begin the install.
Option 2: Use your device’s internet browser to visit the app store that’s appropriate for your device (Apple Store or Google Play). Search for MyLVHN and download. After the download completes, you will see this icon on your smartphone:
Q: What technology do I need for an LVHN Video Visit?
A: You will need an internet-connected smart device such as a mobile phone, tablet or computer. This device must have video capability.
You will also need Wi-Fi or a 4G cellular data connection.
Prior to your visit, you will receive a link through MyLVHN to test your device and connection. You can test up to 15 minutes before your video visit appointment. Within 15 minutes of your video visit, it will not allow you to test your device – however, you will be able to begin your visit.
Approved Smart Devices for a Video Visit:
- iPhone 5 or higher
- Google Nexus 5X, 6P (95.1.1)
- HTC One M9OnePlus or OnePlus (2 5.1)
- Samsung Galaxy S6 edge plus (5.1.1)
- iPad 3, 4, Air2, Mini2, Mini3 (iOs 7.1 or later)
- LG GPad 10.1, G4 (5.1.1)
- Samsung Galaxy Tab S2 (5.0.2)
OTHER SMART DEVICES
- iPod Touch 4th or 5th generation
Any Other Android Device with: Dual core ARMv7 processor 512 RAM, OS versions 4.4.2 and above and screen resolution of 480x800
Q: How do I know if my equipment is capable of an LVHN Video Visit?
A: Prior to your visit, you will receive a link through MyLVHN to test your device and connection. You can test up to 15 minutes before your video visit appointment. Within 15 minutes of your video visit, it will not allow you to test your device – however, you will be able to begin your visit.
Q: What if I cannot connect for my LVHN Video Visit?
A: If you have open applications other than MyLVHN, it may cause your device to run slowly. Be sure to close all other unnecessary apps before entering your video visit.
If at the time of your video visit you are unable to connect, please call our support center at 844-4MY-LVHN (844-469-5846) for assistance.
If you are still unable to connect after calling the support center:
- Call 888-402-LVHN (5846) to schedule an appointment.
- Visit one of our ExpressCARE locations for no-appointment care, available weekdays 8 a.m. to 8 p.m.; hours vary on weekends.
To schedule an LVHN Video Visit, log onto your MyLVHN account (or create an account at MyLVHN.org).