FAQs

FAQ's

What is Bon Secours 24/7?

The Bon Secours 24/7 virtual visit service allows users to connect within minutes with a Bon Secours medical provider via a mobile device or tablet or log into a secure website from their computer 24 hours a day, seven days a week. 

Is a virtual visit available to anyone?

Many can use the virtual visit primary and urgent care service – adults, teenagers, seniors and children can be served. Parents can initiate a visit for a child in their care.  
New since September 2017, patients who have been told by their providers that they can choose to conduct their follow-up visit through Bon Secours 24/7 via a special link from their provider can now conduct their visit virtually.

I have an emergency care need. Can I use Bon Secours 24/7?

No, if your condition requires emergency care, please call 911.

Can I access virtual visit from anywhere in the US?

Yes, the service is available nationwide. Even if you have enrolled as a resident in one state, before a new virtual visit, you will be asked to confirm the state in which you are currently located and if needed, and where you would like a prescription be sent if one is needed. Bon Secours 24/7 will connect you with a medical provider licensed to practice in that state.

Why should I use a virtual visit?

When you have a simple condition and feel like you just don’t want to get out of bed, or can’t get away from the office for an appointment, a virtual visit might be right for you. Bon Secours 24/7 is available any time of day, every day of the week. No appointment is necessary. If you are already a Bon Secours patient and have Bon Secours MyChart, a scanned copy of your visit summary will be added to your electronic medical record to help you and your primary care doctor keep track of your health. 

What type of mobile devices can I use to access Bon Secours 24/7™?

You may use a computer, tablet or smart phone. A mobile app is available through your smart device’s app store for the iOS (iPhone, iPad or iPod Touch) or Android mobile platform.   Your smart device or computer must have a front facing web camera or video capability enabled. If you use a computer, it must also have a microphone and speaker capability for audio. You can test your computer once you establish an account to ensure it will support the virtual visit.  The website will guide you through the process.  And if you don’t have a camera device, depending on your condition, it may be possible to conduct a virtual visit over the phone.

For the best experience when using the Bon Secours 24/7™ app on your Android or iOS device, a wi-fi connection is recommended, and may be required by your service operator in order to have a visit.

You can access Bon Secours 24/7™ from your Android or iOS mobile device using the app.  Simply visit Google Play or the Apple Store to download the app and follow the instructions to get started!  Please note that Bon Secours 24/7™ is not available using the web browser on your mobile device – you must download the app.

In addition, to use the Bon Secours 24/7™ service on your mobile device, ensure that your device meets the following requirements:
  • Bon Secours 24/7 app downloaded and installed 
  • To support two-way video visits, your device must have a front-facing camera
  • Operating System - iOS (iOS 9 or later)
  • iPhone 4S and newer
  • iPad 2 and newer; all iPad Minis
  • iPod Touch 5th generation and newer Operating System - Android (Ice Cream Sandwich v4.0.0 or above) 
  • Android Phone 
  • Android Tablet 
  • Not supported: HTC myTouch, all Prestige devices, and the PantechP9070

How do I access care?

Download the free mobile app from your smart device’s app store by searching for Bon Secours 24/7, or you may access a virtual visit from your computer from BonSecours247.com. If you have questions, call 1-855-247-2990.

Am I required to enroll to use this service?

Yes, a quick sign up process is required before using Bon Secours 24/7. Enrollment is free and takes only a few minutes and it is recommended you sign up before treatment is needed. For questions during the enrollment process, please call 1-855-247-2990.

Do I need special equipment or technology to use Bon Secours 24/7?

Your smart device or computer must have a web camera or video capability enabled. You may use a computer, tablet or smart phone. A mobile app is available through your smart device’s app store for the iOS (iPhone, iPad or iPod Touch) or Android mobile platform. You can also test your computer once you establish an account to ensure it will support the virtual visit. Depending on your condition, it may be possible to conduct a virtual visit over the phone.

Can Bon Secours 24/7 virtual visit treat any condition?

Bon Secours 24/7 primary and urgent care allows common conditions to be evaluated through the service, but not all symptoms are appropriate to be diagnosed through a virtual visit. Please refer to the list below as a guide to what a virtual visit may treat:
  • Seasonal allergies
  • Cold, cough, bronchitis and flu
  • Sinus and upper respiratory infections
  • Conjunctivitis/pink eye
  • Skin conditions
  • Urinary tract infections

What will happen during my visit?

A virtual visit can be accessed upon enrollment. When you log in, you will need to answer a few short questions about your symptoms or reason for your virtual visit. You will then be connected to a provider who will provide further evaluation and discuss treatment options. Appointments are approximately 10 minutes. 

How does a provider diagnose you virtually?

Today’s video technology gives providers the ability to view common skin conditions, discolorations, and edges, for example, very clearly. The medical provider may also ask you to partner in the exam and ask you to “feel” an area and describe. The audio capabilities also enable the providers to hear important sounds when diagnosing you, like breathing or wheezing. Improved video and audio technology paired with your answers to key medical and symptom questions make virtual visits an effective tool to diagnose minor illnesses.

What if I need a referral to a specialist?

If the provider determines your symptoms cannot be properly diagnosed through the virtual visit platform, or if the provider believes a follow up with a specialist is indicated, or if you need a test to confirm the diagnosis or determine next steps, a referral will be made. You can choose to call a general referral number for Bon Secours in your market provided by the medical provider and schedule an appointment at your convenience. A representative from Bon Secours will review all noted referrals and may call you to ensure needed follow up care took place.

Do I need to schedule an appointment?

No appointment is necessary for primary or urgent care visits. Providers are available when you need them. It usually takes about three minutes to connect with a provider.
 
Selected providers offer follow up care visits through Bon Secours 24/7. Those providers will schedule an appointment time for your follow up visit. Just log into Bon Secours 24/7 about 10 minutes before your appointment to have your follow up visit.

How long will my virtual visit last?

Just like a regular visit in the office, your visit length will vary. Every group of health care providers decides the appropriate visit length for their specific department. Generally however, the visit lasts around 10 minutes.

Will my visit be private and secure?

Yes, every visit is private.  Virtual visits on Bon Secours 24/7 are held to the same standards of confidentiality and security as your standard physician office visit or other healthcare service.  The technology used in the virtual visit environment ensures confidentiality, HIPAA compliance and security.  The Health Insurance Portability and Accountability Act (HIPAA) is a federal regulation designed to protect the confidentiality and security of healthcare information.

Will I see a doctor during my virtual visit?

Bon Secours 24/7 has licensed medical professionals credentialed to address the medical conditions treated through virtual visits. You may be connected to a physician, nurse practitioner or physician assistant.

Can I get a prescription if needed?

Yes, if a provider determines a prescription is needed to treat your condition. Some controlled medications (muscle relaxers, pain killers, etc.) cannot be prescribed through Bon Secours 24/7.

How do I access care for my children?

To have a visit for your child, log in to your account. Once you’ve selected a doctor, you’ll be asked for whom the visit is. You can then select “my child” and enter your child’s information for the visit.

What does a virtual visit with Bon Secours 24/7 cost?

Bon Secours 24/7 visits are $49. In-app credit card payment makes it convenient. The Bon Secours 24/7 app is available for Apple and Android devices and can be downloaded for free from the App or Google Play stores, or by accessing bonsecours247.com. A visit summary is available after your visit is completed. You can choose to submit it to your insurance company for their consideration for reimbursement. Please note that due to government regulations, Bon Secours 24/7 is a service not covered for patients under government insurance such as Medicare, Medicaid, or Tricare. Many recipients still choose to have a virtual visit for the convenience it offers them at a reasonable out-of-pocket cost.

Why do you ask about “race” and “ethnicity”, and what is the difference between the two?

In order to comply with Meaningful Use requirements issued by the US Government, Bon Secours 24/7 collects race and ethnicity data for patients getting virtual visits through the Bon Secours 24/7 portals.
Meaningful Use is using certified electronic health record (EHR) technology to:Improve quality, safety, efficiency, and reduce health disparities
  • Improve quality, safety, efficiency, and reduce health disparities
  • Engage patients and family
  • Improve care coordination, and population and public health
  • Maintain privacy and security of patient health information
Ultimately, it is hoped that the Meaningful Use compliance will result in:
  • Better clinical outcomes
  • Improved population health outcomes
  • Increased transparency and efficiency
  • Empowered individuals
The United States government has long collected statistics on race and ethnicity. Such data have been used to study changes in the social, demographic, health, and economic characteristics of various groups in our population. However, we are encouraged to use specific categories for race and ethnicity.

What are the selection options for “race”?

Once you have requested a visit, you will be asked to enter your race. Please type your answer from the following options in the text box:
  • American Indian
  • Asian
  • Asian Indian
  • Black or African American
  • European
  • Filipino
  • Other Pacific Islander
  • White or Caucasian
  • Other Race
  • Decline

What are the selection options for “ethnicity”?

Once you have requested a visit, you will be asked to enter your ethnicity. Please type your answer from the following options in the text box:
  • Central American
  • Cuban
  • Dominican
  • Hispanic or Latino/Spanish
  • Latin American/Latino
  • Mexican
  • Not Hispanic or Latino
  • Puerto Rican
  • South American
  • Spaniard
  • Decline

How do I pay for my visit?

A credit/debit card is required as form of payment at the time of the visit. Your card information will need to be entered before you are connected with a provider. Payments are secure, and your credit card information is not stored.

What if I do not have a credit card?

If you do not have a credit card, debit cards or pre-paid cards are also acceptable forms of payment for a virtual visit. Payments are secure, and your card information is not stored.

Will my virtual visit be covered by insurance? 

Your insurance plan determines if your visit is covered. You will be provided a receipt at the conclusion of your visit to submit to your insurance provider if your plan reimburses for virtual visits. . Please note that due to government regulations, Bon Secours 24/7 is a service not covered for patients under government insurance such as Medicare, Medicaid, or Tricare. But patients may still opt for the convenience and have a virtual visit for $49.

Where can I get more information?

If you need additional information, you may contact a Bon Secours 24/7 representative at 1-855-247-2990.
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