Search Questions & Answers

Sort by:

  • How do I create an account to schedule a virtual visit?

    Go to your app store (for Android, use Google Play, or for Apple products, use the Apple App Store) and download by searching "AdventHealth." You'll be prompted to create an account by entering information about yourself and will be asked to provide a credit card or health savings and reimbursement account card for billing. Your account won't be billed until after you're seen and treated.

    Note: Each member of your immediate family will need their own account. If your child is under 18, you will fill out the guarantor section as their guardian.

  • How will I know my visit is private and secure?

    Patient privacy is our priority, and you can rest assured that your information is secure. The AdventHealth app uses secure technology, encrypting all communication over the internet. We are compliant with all HIPAA regulations.

    See our Notice of Privacy Practices.

  • I can't hear the provider. What should I do?

    There are three items to check:

    1. Check to see if you've given permission to the AdventHealth app to access your camera and microphone.
    2. Make sure your audio isn't muted.
    3. Check to see if an external headphone is plugged in and if so, unplug it.

  • I can't log in. What should I do?

    If you've forgotten your password, please click here to reset it.

  • I can't see my provider’s status as available. What should I do?

    A particular provider may not be available or may be engaged with another patient at this time. If the provider has already accepted your request for a video visit, there may be a four- to five-minute timeframe to establish the connection once the provider has signed in.

  • I keep losing my internet connection. What should I do?

    To ensure a good video visit, an upload/download connection speed of 3 mbps is required. A noticeably better experience will happen with a connection above 5 mbps.

  • I'm connected with my provider, but I can't see them. What should I do?

    Your browser may initially ask for permission to use your camera and microphone. Make sure you have granted access. If you haven't, or you still see a black screen, refresh your screen to have another opportunity to share/allow access.

  • I'm receiving a Service Not Available message.

    If you see this message, please reboot your Wi-Fi or cell phone connection or transfer to your 3G/4G data service. Some wireless hotspots will block programs like this, so it appears the service is unavailable.

  • If I'm using insurance, what information do I need?

    You'll need the following information to use telemedicine on the AdventHealth app:

    • Policyholder name
    • Policyholder date of birth
    • Policyholder gender
    • Policyholder's relationship to patient
    • Patient's member number (please see the app for a sample insurance card)

  • Is information sent to my primary care physician?

    Information from your video visit isn't always sent to your primary care physician, but you can print and save your "visit summary" at any time to share with your primary care doctor after a visit is completed.