LVHN Pediatric Video Visit: Frequently Asked Questions

Q: What is an LVHN Pediatric Video Visit?

A: A video visit is a way to receive help for a non-emergency health concern by talking with and seeing a health provider using a video-capable, internet-connected smart device (mobile phone or tablet). Pediatric video visits are intended for children ages 3 to 17. Children younger than three years cannot have a video visit. 

Q: What minor illnesses or injuries are appropriate for an LVHN Pediatric Video Visit?

A: LVHN Pediatric Video Visits are appropriate for children 3 years and older who have:

  • Red Eye
  • Cough/Cold
  • Rash/Skin Problems
  • Seasonal Allergies
  • Nausea/Vomiting/Diarrhea/Change in Stool Appearance
  • Insect Bite/Tick Bite
  • Cold Sore/Mouth Sore
  • Emergent Refill Request*
  • Flu/Shingles Exposure
  • Animal Bite

Select urology patients of LVPG Pediatric Surgical Specialties also may be eligible for an LVHN Video Visit if your child’s health care provider from the surgical practice determines it is right for your child.

*About refill requests: Not all medication refill requests can be fulfilled using this service.

  • Controlled substances will not be refilled using this service.
  • Some medication should only be prescribed by your personal physician or specialist.

For other refill requests, video visit provider will make decision on a case-by-case basis.

Q: Where can my child have a video visit?

A: Due to licensing requirements, at the time of an LVHN Pediatric Video Visit you must physically be located within the state of Pennsylvania. The health care provider will not be able to complete the video visit if you are calling from another state or country. As long as you are in Pennsylvania, the video visit can take place nearly anywhere that is comfortable. It is important that this is a private space because you may need to have your child show the health care provider an affected area. Your child’s video visit is live and will not be recorded.

Q: Who can schedule an LVHN Pediatric Video Visit?

A: If you are the parent or guardian of a child ages 3-17 years and have proxy access to the child’s MyLVHN account, you can schedule a video visit on behalf of the child. Children 17 and younger cannot schedule a video visit on their own.

Q: What do I need to do to schedule a video visit for my child who is between the ages of 3 and 17 years?

A: Your child must have a MyLVHN account and you must have a MyLVHN account. In addition, you must have MyLVHN proxy access for your child’s account. Proxy permission can be granted during an appointment with your child’s LVPG health care provider.

If you have MyLVHN proxy access for your child, you can log in to your own MyLVHN account and then select your child’s photo (which will appear on the main page if you have received proxy access to your child’s account).  Important: Be certain to select the correct photo of the child who will have the video visit. 

Q: Why must I have proxy access to my child’s MyLVHN account to schedule a video visit?

A:  All health information from the video visit is recorded in your child’s LVHN medical record. In addition, your LVHN health care provider who conducts the video visit will be able to see your child’s health record and know if he or she has any allergies, recent illnesses or chronic conditions that may impact the care they provide to your child. After the video visit, instructions will be sent to the child’s MyLVHN account. The video visit physician or advanced practice clinician will also update your child’s medical record so if you need to have a follow-up with your child’s health care provider, they will know what the diagnosis and treatment was.

Q: What if I do not have proxy access to my child’s MyLVHN account?

A: If you currently do not have access to your child’s MyLVHN account, you will need to contact your child’s provider to request proxy. Establishing proxy access to your child’s MyLVHN account usually happens at your child’s appointment. 

If your child does not have an LVHN primary care provider, please call 888-402-LVHN (5846) for assistance.

Unfortunately, if the proxy access is not already established, you cannot schedule a video visit for your child. Please contact your child’s health care provider to request proxy access so it is available when you need it.

Q: If I don’t have proxy access for my child’s medical information or he or she does not have an LVHN primary care provider, could I instead schedule my child’s video visit through my own MyLVHN account?

A: No. All information from a video visit becomes part of that person’s medical record. Because your MyLVHN account reflects only your health information, incorrect information could get added to your account. Each person’s MyLVHN account holds their unique medical record information in it.

Q: What if I would rather have an in-person visit with my child’s health care provider?

A: While logged in to MyLVHN and accessing your child’s MyLVHN proxy account, you may schedule an in-person visit with your child’s provider by selecting the Sick Visit appointment option on the Schedule an Appointment page on MyLVHN.

If your child does not have an LVHN health care provider or you do not have a MyLVHN account, please visit LVHN.org and click on “Schedule Now” to schedule a new patient visit. You may also call 888-402-LVHN to speak with an LVHN representative who can help schedule an appointment. To find a health care provider, visit LVHN.org/find_a_doctor.

Q: How do I schedule an LVHN Pediatric Video Visit?

A: To schedule a pediatric video visit appointment, go to MyLVHN or use your MyLVHN app. After you log in, select your child’s photo from the main log-in page.

From MyLVHN app:

  1. After logging into your MyLVHN account and selecting your child's photo, press “Video Visits” icon.
  2. Answer all required questions on page. Press “Continue”
  3. Read Terms and Conditions. Press “Continue” when complete.
  4. Select a date and time for your child's video visit appointment.
  5. Answer required question: What is the most important thing you want addressed during this visit?
  6. Press “Schedule” to make video visit appointment.

From a desktop or laptop computer:

  1. After logging into your MyLVHN account at MyLVHN.org from your desktop or laptop computer, select your child's photo.
  2. On the MyLVHN screen, hover cursor over “Visits” icon at top of screen, and then select Schedule an Appointment. (Or scroll to bottom of page to Quick Links and select “Schedule an appointment or video visit.”)
  3. Under “Tell us why you’re coming in,” select LVHN Video Visit
  4. Answer all required questions on page. Select “Continue.”
  5. Read Terms and Conditions. Click “Continue” when complete.
  6. Select a date and time for your child's video visit appointment.
  7. Answer required question: What is the most important thing you want addressed during this visit?
  8. Select “Schedule” to make video visit appointment.

Note: While you can schedule an LVHN Pediatric Video Visit through the desktop version of our website (MyLVHN.org), in order to have your child's video visit, you will need to use the MyLVHN app on your mobile device.

Q: Is there a cost for an LVHN Pediatric Video Visit?

A: The cost of a video visit is $49. Some insurances are now covering the cost of a video visit. Check with your insurance provider for more information.

Q: What do I need for an LVHN Pediatric Video Visit?

A: The main thing you will need is proxy access to your child’s MyLVHN account. You also need to have your own MyLVHN account.

You will need internet access to log-in to MyLVHN either through the website or the MyLVHN app on your smart device, and will need a video-enabled device. You will access the portal for your video visit through the MyLVHN app.

Q: How do I create a MyLVHN account for myself?

A: If you are an adult age 18 or older, create your MyLVHN account in one of three ways:

1. Instant activation (within 24 hours of LVPG visit)

Follow link sent by email within 24 hours to reach a sign up form.

2. Activation with code

On MyLVHN.org or MyLVHN app, select “Sign Up Now.” Add your MyLVHN activation code (find it on after visit summary), along with requested information.

3. Activation without code

On MyLVHN.org or app, select “Sign Up Now," then under "No Activation Code?" select "Sign Up Online." Complete required information. (Required info is marked with red asterisks *).

Proxy access cannot be requested through MyLVHN. It is only established at your child’s LVHN

health care provider’s office.

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 the LVHN blue, green and teal icon on your smartphone:

Q: What technology do I need for an LVHN Pediatric Video Visit?

A:  Technology-wise, you will need a video-enabled smart device, the MyLVHN app and Wi-Fi or 4G cellular data connection.  You will access the portal for your child’s pediatric video visit through the MyLVHN app.

You can test video capability prior to your child's video visit. Log in to your MyLVHN account through the MyLVHN app and then select your child's photo. Press the Appointments button, and then select your child's pediatric video visit appointment time. At the bottom of the screen, press "Test Video." 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:


PHONE


    iOS (Apple)

  • iPhone 5 or higher

    Android

  • Google Nexus 5X, 6P (95.1.1)
  • HTC One M9OnePlus or OnePlus (2 5.1)
  • Samsung Galaxy S6 edge plus (5.1.1)

TABLET


iOS (Apple)

  • iPad 3, 4, Air2, Mini2, Mini3 (iOs 7.1 or later)

Android

  • LG GPad 10.1, G4 (5.1.1)
  • Samsung Galaxy Tab S2 (5.0.2)

OTHER SMART DEVICES


iOS (Apple)

  • iPod Touch 4th or 5th generation

Android

  • 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 a video visit?

A: You can test video capability prior to your child's video visit. Log in to your MyLVHN account through the MyLVHN app and then select your child's photo. Press the Appointments button, and then select your child's pediatric video visit appointment time. At the bottom of the screen, press "Test Video." 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 child’s LVHN Pediatric 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 the 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 for your child.
  • Visit Children’s ExpressCARE at the Health Center in Palmer Township, which provides care for kids up to age 21. You can also go to one of our other ExpressCARE locations for no-appointment care, available weekdays 8 a.m. to 8 p.m.; hours vary on weekends.