Telehealth Services

A visit with your doctor from home.

Most people see primary care providers (doctor) or specialists (a doctor who treats certain types of health care problems) at their clinics. You may be able to see your doctor or specialist from home. These are called telehealth visits. Telehealth visits are an easier way to get the care you need and keep you connected to your doctor or specialist without wait and travel times. You can do this by using a computer, a tablet, a smartphone with video, or a telephone. If you would like to have a telehealth visit, talk to your doctor to see if this is an option for you. If you do not have access to a device, you can work with your doctor to have a visit at their clinic instead.

If your doctor is part of Partnership's Telehealth Program, they may be able to connect you with a specialist. There is also a way for you to connect directly with a specialist through direct-to-member visits. Direct-to-member visits are telehealth visits that only involve the patient and the specialist, and can be done at your doctor's clinic or from your home. This type of visit requires a referral from your doctor. Ask your doctor if a direct-to-member visit is right for you. If you are a Direct Member with Partnership, you do not need a referral from a doctor.

Some of your visits may have to be at your doctor's clinic, like getting a physical exam, vaccines or anything else that your doctor needs to see you in-person for.

Telehealth visits are a covered Medi-Cal service for Partnership members. If you have any questions about your visit, call your doctor. Your doctor's phone number is found on the front of your Partnership ID card. You can also call our Member Services Department at (800) 863- 4155. TTY users can call (800) 735-2929 or 711.

Setting Up Device.jpg
Before Visit.jpg
During Visit.jpg
After Visit.jpg

​Setting up your device

​Before your visit

​During your visit

​After your visit

Setting Up Device.jpgSetting up your device

  • You will need to have internet access.
  • For visits with a specialist, the specialist's staff will guide you with logging into your visit.
    • A web link to use during the visit will be provided.
    • The web link will help you get through to the specialist.
    • You may be asked to download a program or app to your computer, tablet, or smart phone.
  • Make sure your device is charged or plugged in. You do not want to run out of power during the visit.
  • Set up the device so your hands are free to take notes. 
  • If the device has video, use its front facing camera so you and the doctor can see each other.
  • Do a microphone check. Ask the doctor, "Can you hear me?" and change the volume if needed.
  • You should join the visit early to make sure your audio and video are working.
If you are having a telehealth visit at your doctor's office, their staff should be able to help you set up your device to have visits with your specialist. If you have a voice only telephone visit, then it is just like a regular phone call.

Before Visit.jpgBefore your visit

      • You will be asked to verbally agree to the telehealth visit.
      • When you make your appointment, be sure to ask your doctor for interpreter/language assistance services if you need them. As a Partnership member, language assistance services are available to you at no cost. Call Member Services at (800) 863-4155 for more information. TTY users can call (800) 735-2929 or 711.
      • Know what time the visit is set for. Find out if it will be a phone call, or a call through an app or program. If it is a phone call, find out if the doctor will call you, or if you will need to call them?
      • Find a private, quiet spot. Try to have kids and pets out of the room.
      • Check the lighting and background where you plan to sit for the visit:
        • Make sure the lighting is shining on you
        • Try to avoid bright backgrounds like windows
        • Remember, the doctor can see what is behind you
      • Wear clothes you would wear for an in-person visit.
      • Write down your list of questions. 
      • Have your list of medicines ready.
      • If you can, take your vital signs before the visit. This would include your weight, height, temperature, blood pressure, and pulse.

During Visit.jpgDuring your visit

    • Talk slowly, clearly, and loud enough to be understood.
    • Use headphones or ear buds to listen if you can.
      • If you do not have headphones or ear buds, use the speaker setting on your phone. Most computers and tablets have microphones built in.
    • Ask questions.
    • Take notes if you can.
    • You may need to show the doctor parts of your body or move joints in certain ways.
    • If the visit is for a child, you can start a visit by yourself, but be ready to have the child join the visit.

After Visit.jpgAfter your visit

    • Write down the answers to these questions to help with your next visit:
      • Will there be a follow up visit? If so, what kind?
      • Do you need to be seen in-person?
      • Will there be a referral, medicine to pick up, or test(s)?