Frequently Asked Questions
Please click on a question below to view the corresponding response:
What computer hardware/software do I need to use the RelayHealth service?
Is the RelayHealth service secure?
How is RelayHealth different than regular e-mail?
I can't find my doctor in your list. What should I do? How can I tell my doctor about RelayHealth?
Can I communicate with any doctor in the RelayHealth network?
Is there a fee for this service?
How do I send a message to my doctor using RelayHealth?
Who can view the messages I send using RelayHealth?
How do I know the message I get back is from my doctor?
What if I decide I want to discontinue my or my family member's membership in RelayHealth?
What is RelayHealth®?
RelayHealth is a Web-based service through which doctors and patients can communicate securely about non-urgent healthcare matters. Through RelayHealth, you can consult your doctor about specific health symptoms (we call this a webVisit consultation), request a prescription refill, request appointments, receive lab or test results, access health education information, and more — depending on the types of RelayHealth services your doctor offers.
What computer hardware/software do I need to use the RelayHealth service?
RelayHealth requires only a connection to the Internet and a Web browser. RelayHealth supports:
- Microsoft Internet Explorer 7 on Windows XP and higher
- Firefox 2.x on Windows XP and higher
- Safari 2.x on Mac OS 10.4 and higher
Is the RelayHealth service secure?
With highly secure, built-in 128-bit, secure-socket layer encryption technology, RelayHealth protects the privacy and confidentiality of personal information transmitted through its doctor-patient messaging service. Only you, your doctor, and your doctor's authorized staff can read your RelayHealth messages.
How is RelayHealth different than regular e-mail?
RelayHealth messages differ from regular e-mail messages in that they are securely and confidentially transmitted and structured to the specific needs of doctor-patient interaction. Also, unlike e-mail — which relies on multiple file servers distributed across the Internet — RelayHealth uses a single, centrally managed, secure database which ensures that messages cannot be intercepted, deleted, copied, or altered in any way. <
Will I be assigned a RelayHealth e-mail address? How will I know if I have a message waiting for me at RelayHealth?
As a RelayHealth user, you aren't assigned an e-mail address. Rather, you'll access the secure RelayHealth service by typing the RelayHealth URL into your Web browser and signing in to your password-protected RelayHealth account. When a message is delivered to your RelayHealth Inbox, you're immediately notified via e-mail (this notice is sent to the e-mail address you provided when registering) and provided a convenient link to RelayHealth so you can quickly access your waiting message.
I can't find my doctor in your list. What should I do?
How can I tell my doctor about RelayHealth?
Tell us your doctor's name and we'll contact your doctor about joining RelayHealth. We'll notify you via e-mail when we contact your doctor.
Can I communicate with any doctor in the RelayHealth network?
RelayHealth is designed to support doctors and their established patients. It's not a vehicle for establishing a new relationship with a doctor.
Is there a fee for this service?
RelayHealth does not charge you to access or use the RelayHealth service; any charges assessed are at the sole discretion of your doctor. Most doctors' offices don't charge for routine messages — like appointment requests or medication refill requests. If your doctor charges a fee for a RelayHealth message type, you'll be notified of the charge prior to submitting your request for that service. If you request an online service for which a charge applies, you will always be notified in advance of the fee amount and asked to accept the charge upon receiving your doctor's reply.
Some doctors may charge for online webVisit consultations. In some areas of the country, certain health plans have agreed to cover the webVisit as a member benefit. If your insurance plan covers webVisits, you will be notified of any financial responsibility you might have (such as a co-payment) prior to submitting the webVisit online consultation.
Entering your healthplan information when you register and keeping this information up-to-date will help ensure notification of any available member benefits.
How do I send a message to my doctor using RelayHealth?
Once you successfully register with RelayHealth and your doctor agrees to communicate with you through the service, easy-to-use, structured templates allow you to consult your doctor about specific health symptoms (we call this a webVisit consultation), request a prescription refill, request appointments, receive lab or test results, ask a simple question, or access health education information — depending on the types of RelayHealth services your doctor offers.
Who can view the messages I send using RelayHealth?
Only you, your doctor, and your doctor's authorized staff can view your RelayHealth messages (members of your doctor's staff — like a nurse or receptionist — may be qualified to respond, or prepare responses, just as they would during an office visit or telephone call). Messages are never stored anywhere but on the secure RelayHealth server, and they cannot be read en route, deleted, copied, or altered in any way.
How do I know the message I get back is from my doctor?
All members of RelayHealth, doctors included, are required to create and enter a secure Sign In name and password to access the service. In addition, RelayHealth requires doctors to submit their medical credentials for verification. When your doctor replies to your message, their name will appear in the "Sender" field of the message. Should a member of your doctor's authorized staff respond to your message, that person's name — as well as the doctor's name — will appear in the "Sender" field of the message you receive. These are just some of the ways we guarantee your privacy and security.
What is a webVisit®?
A webVisit is an online consultation between a doctor and an established patient about a non-urgent healthcare matter. When conducting a webVisit, RelayHealth guides you through an interactive interview process appropriate for your specific symptoms, and then builds a succinct message to the doctor based upon the answers you provide.
What if I forget my password?
If you register for RelayHealth and forget your password, you can simply click the "Forgot your Sign In Name or Password?" link below the Sign In box on the Sign In page. If you know either your sign in name or your password, we can provide you with the missing piece of information immediately. If you have forgotten both your sign in name and your password, you'll be directed to RelayHealth Customer Support for assistance.
As a user, do I have to enter my health information in the Health Record section of RelayHealth? Who has access to my RelayHealth Health Record? Who can change my Health Record?
Only you, your doctor, and your doctor's authorized staff have access to your RelayHealth Health Record. And you can see who has accessed this medical information at any time. Completing a RelayHealth Health Record is not required; however, keeping accurate records of your health habits, medications, allergies, and medical conditions supplies helpful information to your doctor. Your doctor may use this information to help diagnose your symptoms, or to forward relevant preventive care and educational information to you. Your doctor can modify your Health Record to reflect a recent diagnosis or a new medication.
What if I decide I want to discontinue my or my family member's membership in RelayHealth?
You can discontinue your RelayHealth membership at any time. Once your RelayHealth membership is terminated, all information stored in your account up to the termination date — a "snapshot" if you will — remains accessible to your doctor, but you will no longer be able to communicate with your physician through RelayHealth (or vice versa).
If you want to alter your RelayHealth account by removing a family member from the service, the family member's information will be removed from your RelayHealth Health Record, and you'll be unable to message doctors about this family member. All previous messages sent and received for this family member will be stored in your RelayHealth account. You can always re-add the family member back to your RelayHealth account at a later date, if you wish.
What if I need help?
With RelayHealth, you enjoy 24/7 toll-free phone and e-mail support. During normal business hours (6:00 AM to 5:30 PM Pacific Time), RelayHealth Customer Support representatives are accessible by phone or e-mail. Voice or e-mail messages left after normal business hours automatically page an on-call Customer Support representative, who responds within one hour.
Contact RelayHealth Customer Support Online or
Call toll-free: 1-866-RELAY-ME (1-866-735-2963)
