Telehealth Visits

Important Information About Virtual Visits

Virtual visits, which take place using a computer or mobile device with a camera, are an effective way for you to receive safe medical care. Virtual visits are especially beneficial during the COVID-19 pandemic because they allow us to keep you and our team safe. 

Making Virtual Appointments for Primary Care, Specialty Care

Scheduling a Virtual Primary Care or Specialty Care Visit With an Existing Provider
If you have a medical need, call your doctor’s office or use Duke MyChart to send a message using the “Ask a Question” link. Your doctor will assess your medical concern to determine if your care and treatment can be managed on the phone or via video, or if an in-person visit is necessary. If you require an in-person visit, you can learn more about the precautions we’ve taken to make our clinics and hospital safe.

You Need a Duke MyChart Account
For a virtual visit, you and/or your child will need a Duke MyChart account. If you don’t have one, please call us at 919-620-4555 or 800-782-6945 to receive an activation code. Our phone lines are open from 8:00 am to 5:00 pm Monday through Friday. You can also sign up by visiting this page.

How to Use the Ask a Question link in Duke MyChart:

  • Select the Message Your Provider/Care Team link.
  • Indicate which provider you’d like to contact.
  • Select Scheduling Question.
  • Enter your request for a telehealth visit.

Changing Existing Appointments to Virtual Visits
The same steps can be used to request a change from a previously scheduled appointment. Simply call your provider or send a message in MyChart requesting a change to your appointment. The provider or clinic staff will determine whether a video, telephone, or in-person visit is more appropriate.

If You Need a Doctor
If you have a medical issue but need to be seen by a new doctor, please call 855-855-6484. We will help you make an appointment with the right provider and assess if a virtual or in-person visit is best to meet your health care needs.

Virtual Urgent Care Options

Duke telehealth options work best for common medical conditions that don’t need hands-on medical care, such as urinary infections, skin complaints like rashes and minor burns, pink eye, and seasonal allergies. Choose from these two options.

Scheduled Duke Virtual Urgent Care
If you are an existing Duke patient, you can schedule a telehealth appointment with a Duke provider through Duke MyChart. Visits are scheduled at least one hour in advance and can take place between 8:00 am. and 8:00 pm. These virtual urgent care appointments are generally covered by insurance. Your usual co-payments, co-insurance, and deductibles will apply.

On-Demand Duke Health Anywhere
Duke and non-Duke patients can see experienced, board-certified providers on-demand 24/7 for a set $59 fee. Duke Health Anywhere does not accept insurance.

Frequently Asked Questions (FAQs)

Can I choose whether I want to schedule a video or telephone visit?
Your provider or clinic staff will determine which type of visit is appropriate for your medical care after performing an initial screening of your medical needs.

What platform does Duke Health use?
For virtual primary and specialist care, Duke Health uses Zoom. Instructions for preparing for your upcoming scheduled video visit are available here.

For virtual on-demand urgent care, Duke Health uses Duke Health Anywhere to connect you with an on-call provider from any mobile device or computer with a webcam.

What if I am having trouble with my scheduled Zoom video visit?
Telehealth support staff are available at 919-684-1598 from 8:00 am to 5:00 pm, Monday-Friday to help if you are experiencing any difficulties with your scheduled video visit.

Are telehealth visits covered by health insurance?
Scheduled telehealth visits are typically covered by health insurance plans. As with all Duke Health appointments, we strongly recommend you contact your insurance company before scheduling your appointment to verify that the Duke Health location and/or provider is included in your network. You can view a list of Duke Health accepted insurance plans here. Your insurance company will also inform you of any co-payments, co-insurance, or deductibles you will be responsible for.

If you schedule an appointment and your health insurance program does not participate with Duke, your out-of-pocket liability may be higher. We will contact you regarding your coverage and patient liability. If you are uninsured, learn more about our financial assistance policy.

Duke Health Anywhere does not accept insurance. Payment can be made with a credit or debit card at the time of the online visit.

How should I prepare for my Zoom video visit?
Treat your video visit like a normal clinic appointment with your provider. Video visits have the best outcomes if you are in a private, quiet space where you and your provider can share undivided attention. Being able to clearly communicate any symptoms and health issues is more important than ever to help us understand your needs. View the Zoom video visit instructions.

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