Virtual Clinic frequently asked questions

The UW Medicine Virtual Clinic is available to people of all ages, including children, from anywhere in the U.S. (50 states). You do not have to be a UW Medicine patient to use the clinic.

The UW Medicine Virtual Clinic can be used for minor illnesses and injuries, saving you a trip to your family physician. Virtual visits should not replace a relationship with a primary care provider (PCP). If you don't have a PCP, we can help you find one.

The UW Medicine Virtual Clinic is available 24/7 for urgent care. Healthcare providers can treat many common illnesses and injuries, such as:

  • Allergies
  • Cold or sinus infections
  • Fevers
  • Influenza (flu)
  • Headaches
  • Heartburn or acid reflux
  • Pink eye (conjunctivitis)
  • Sprains or Strains
  • Urinary tract infections (UTI)

  • When clinically appropriate, UW Medicine Virtual Clinic providers can prescribe medications to treat your health concern; it is not intended for prescription refills. If you need a prescription refill, speak with your primary care provider or specialist. Short-term prescription refills for indicated conditions may be issued in select cases.
  • Commonly prescribed medications include antibiotics, allergy medications, anti-nausea medications, and various skin creams or ointments.
  • UW Medicine Virtual Clinic providers will not prescribe or refill medications for the treatment of a psychiatric condition and they will not prescribe controlled substances, including narcotic medications (i.e. Oxycodone, Vicodin, Percocet, Codeine) and anti-anxiety medications (i.e. Xanax, Valium, Ativan, Klonopin).

  • You may access the UW Medicine Virtual Clinic in three ways: Using an app available from the Apple Store and Google Play, online from a secure website or by calling directly to request care.
  • To access care via the app:
    • Use iOS 11.4 or later on Apple devices
    • Use Android API 19 (KitKat v4.4.0 or above) on Android devices
  • To access the clinic online via the website:
    • You will need one of the following internet browsers: Internet Explorer 9 or higher, Chrome, Firefox or Safari. The website is not compatible with Internet Explorer version 8 or older.
    • On Macs, use operating system OX X 10.6 (Snow Leopard) or later
    • For Windows, use operating system Windows 7 or later
  • If accessing care via the Web, we recommend running through our "Test My Computer" check, which is located at the top of the screen once you've logged in.
  • You will be asked to download a telehealth video installer to launch the visit. Note: Mac users may need to clear their cache to connect if the video installer doesn't appear.
  • If you are not able to access the website for any reason, our friendly Patient Service Representatives can assist you by phone 24 hours a day, every day at 855.520.5250.

No. There is one standard fee of $35 per virtual visit, and there are no hidden fees. If we refer you to in-person care within 3 minutes, you won't be charged.

The UW Medicine Virtual Clinic can be accessed from anywhere in the U.S. (50 states) by phone, computer or app.

The UW Medicine Virtual Clinic is on-demand and does not require appointments. You can request a visit with any available provider, and wait times are typically less than 10 minutes.

Yes. After every virtual visit, you’ll receive a personalized summary of your visit by email, or, if you are an existing UW Medicine patient, through our patient portal, eCare. This visit summary is also accessible at any time from your UW Medicine Virtual Clinic account page. If you provide us with information about your primary care provider, we will send your visit summary.

The $35 fee for a virtual visit is covered by many health insurance plans including UMP-Plus. If it’s not covered by your health insurance, the virtual visit fee typically is a qualified expense for a Flexible Spending Account (FSA), Health Savings Account (HSA) or Health Reimbursement Account (HRA). You also may request an invoice for your visit that you can submit to your insurance plan for reimbursement. We cannot guarantee reimbursement.

Most insurance companies have medical reimbursement or medical claim forms available on their websites. Claim processes differ among insurers, so please contact your insurance company's claim department directly.

The UW Medicine Virtual Clinic actively maintains the privacy and security of your information. The UW Medicine Virtual Clinic collects only the patient information absolutely required in order to deliver our service effectively. Your personal information and visit details are confidential and protected in a secure manner. Transmitted information is encrypted using Secure Socket Layer (SSL) technology. Your login credentials are securely collected and stored following industry standards to prevent others from determining your unique credentials.