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The majority of patients experienced a virtual visit with a healthcare institution for the very first time this past year. To help new and returning patients navigate these unfamiliar waters, we’ve compiled a list of the most frequently asked questions that we receive from our patients on Virtual Visits.
The Spaulding Rehabilitation Telehealth Program allows you to conduct secure, video visits with your care provider from a computer, tablet or smartphone. Whether your visit is with your Physician or Physical Therapist, it is the same world-class Spaulding care from the comfort and convenience of your home or another private location.
Of course! You and your clinician will develop a plan of care that works for both of you. In-person care is always available for emergencies or as needed to meet your medical needs.
Yes, you may conduct telehealth visits from your workplace, but you should check with your IT department about any firewall/network restrictions. You should also confirm that you have a reliable internet/Wi-Fi connection from your workplace location.
Please check with your Spaulding provider and/or location to find out if they are participating in the Telehealth program and if your visit would be appropriate to conduct virtually.
No consent is needed to conduct a telehealth appointment with Spaulding Rehabilitation. Check Patient Gateway for any required forms that need to be filled out before your appointment. If you choose to conduct a virtual visit with your provider, your insurance will be billed for the visit and standard co-pays/deductibles will apply.
Wear comfortable clothing that allows you to perform exercises with the body part that you are having therapy for.
Your co-pay and deductible amounts will be the same for both in-person and telehealth visits. You should expect your usual fees per visit as defined by your insurance plan. For more information, please contact your insurance company.
If you cancel your virtual visit, you will not be charged. If you get disconnected from your Virtual Visit in Gateway, simply click on ‘Begin Virtual Visit’ again and it will get you back in. If you have technical difficulties at the time of your visit, please call the Center you are scheduled at and let them know you have an appointment and cannot connect via Zoom.
Following your virtual visit, you will receive a bill by mail or electronically via Patient Gateway for your co-pay and any other fees. You may pay by phone, mail or electronically through Patient Gateway. All major credit cards and personal checks are accepted. Insurance payments will not be affected.
Most patient payments or co-pays for medical services are eligible expenses for most HSAs or FSAs. However, we recommend that you check with your employer or health insurance company to confirm.
Please contact the Mass General Billing Office at 617-726-3884 if you believe you have received a bill in error.
Spaulding Rehabilitation uses a special HIPAA-compliant version of Zoom used for healthcare visits that has several security features that are not available with other versions of Zoom. Each individual appointment creates a new meeting link between provider and patient. There is also a waiting room function providers use to admit people into the Zoom meeting so that no uninvited guests may join. All of the video calls are encrypted, video and chat cannot be recorded, and personal health information is not saved by the video system. Connecting to the visit through Patient Gateway provides another layer of security. Patient Gateway Zoom virtual visits are designed to make seeing your provider easy, while keeping you and your health information safe and secure.
Yes, just like a regular doctor’s or therapy appointment, your virtual visit is kept private and confidential. Virtual visits are never recorded or shared. However, it is very important that you conduct your visits in a private, secure location.
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To sign up for a new account, reset your password, or access your existing account, visit Patient Gateway. You can also download the Mass General Brigham Patient Gateway app to your mobile device or tablet.
A few minutes before your scheduled visit, log into Patient Gateway and click on the start button to begin your appointment. You will then enter a virtual waiting room and your care provider will join you shortly.
Depending on your device, there may be physical buttons located on your keyboard, monitor, or hard drive. You can use them to adjust the volume. In addition a volume icon may be present on the desktop of your computer, it can be raised or lowered in the virtual visit once you are connected with your provider.
Yes, you can invite a third party to join your appointment. Please let your clinician know that you would like someone else to join at the beginning of your visit. Your clinician will send you a link to the visit, which you can pass on to the third party.
If you get disconnected from your Virtual Visit in Gateway, simply click on ‘Begin Virtual Visit’ again, and it will connect you back into your virtual visit.
If you have technical difficulties at the time of your visit, please call the Center you are scheduled at and let them know you have an appointment with a therapist and cannot connect. Please do not email the office through Patient Gateway if you have issues getting on, they do not see these emails in real time to help you.
For any other issues, please contact Patient Gateway at 1-800-745-9683.
