Medical Care Through MyChart: Frequently Asked Questions
Sending your physician or care provider a message may be a convenient way for you to receive medical advice or treatment. Patients who use our Duly Health and Care application can send a message to a provider they have seen and will typically receive a reply in 1 – 3 business days. For some patients, this may be a quick and easy alternative to an in-person or video visit.
What is the cost of medical care through MyChart messages?
Starting on May 19th, 2023, if a response requires medical expertise and more than five minutes of your physician or care provider’s time, it may be billed to your insurance and the appropriate cost share will apply.
What messages will be billed to my insurance?
If your physician, nurse practitioner, physician assistant or other care provider is making a clinical assessment or medical decision, ordering a test, changing medication, or reviewing your medical history to respond to your message – or it takes more than five minutes to respond – the care provider may bill for the exchange.
Examples of messages that may be billed:
- A new issue or symptom requiring medical assessment or referral
- Adjusting or changing medications
- Chronic disease check-in
- Flare up or change in chronic condition
- Request to complete a medical form
- Extensive time reviewing your medical history
What messages will not be billed to my insurance?
If your message does not require clinical evaluation or medical advice from a physician, nurse practitioner, physician assistant or other care provider, or if it can be answered quickly, you will not be charged for it.
Examples of messages that will not be billed:
- Messages within 7 days of an appointment
- Request for a prescription refill
- Request to schedule an appointment
- Message that leads to your provider recommending an appointment (in person or video visit)
- Follow up care related to a recent surgery (within the past 90 days) – with exceptions for some surgeries
- Update for your provider when no response is needed
- Message that only takes a few minutes to answer
Why are you billing insurance/patients for some messages?
E‑Visits have become a popular way to seek medical advice. The pandemic has led to an increase in demand for virtual health options. Insurance companies have recognized this and recognize virtual care as an important way for patients to receive medical advice. Most insurance companies and Medicare now cover:
- In person visits
- Video visits
- Telephone visits
- Medical advice messaging (through MyChart)
While the majority of messages sent through MyChart are handled quickly by our physicians, care providers and staff and never billed to insurance, those that require time and expertise meet the definition of virtual care and it makes sense to treat them as such.
Duly Health and Care is committed to providing our patients with exceptional care, when and where it is needed.