Frequently Asked Questions
What is a video visit?
Video visits allow patients ages 2 and older to meet with a provider face to face through a secure online video connection via smartphone, laptop, tablet or computer.
How do I schedule a video visit?
Your provider’s office will schedule the video visit for you or your child. Norton eCare also is available if you would like to self-schedule a video visit for minor illnesses and conditions in patients ages 2 and older.
To be eligible for a video visit, you must:
- Be age 2 or older.
- Be in Kentucky or Indiana at the time of your video visit and use a Kentucky or Indiana pharmacy to fill your prescription.
- Have a MyNortonChart account.
- Have proxy access to your child’s MyNortonChart account, if the visit is for your child.
To schedule from a computer, log in to MyNortonChart and select “eCare Video Visit” from the menu on the right. From a mobile device with the MyChart app, log in to the app and select the “eCare Video Visit” icon.
How much does a video visit cost?
Visits are covered by most insurance, similar to an office visit. Self-pay options also are available.
What is the difference between my scheduled video visit and a Norton eCare video visit?
These video visits are not self-scheduled. Your provider’s office scheduled this visit for you as an alternative to coming into the office during the COVID-19 outbreak. Norton eCare offers video visits and eVisits that are self-scheduled for minor illnesses or concerns only, with Norton Healthcare providers you may or may not have seen before.
How do I access video visits scheduled for my dependent?
You must have a MyNortonChart account and proxy access to your dependent’s MyNortonChart account. To request proxy access, log in to your MyNortonChart account from your laptop or computer and go to the “Profile” tab. Select “Request access to a minor’s record” near the bottom of the screen. Enter the required information about your dependent and click “Submit Request.” Your request will go to Norton Healthcare’s medical records department.
Allow one full business day for proxy access to be granted. You will receive notification in your MyNortonChart inbox when the request is fulfilled. Once you have proxy access, you will be able to select your child’s profile and access your scheduled visit.
How do I prepare for my video visit?
First, be sure to create a MyNortonChart account at NortonHealthcare.com/MyNortonChart, or download the MyChart app on your mobile device.
To ensure a smooth connection, complete the following tasks well in advance of your video visit:
From a computer
- Make sure you have a webcam set It can be a webcam that’s built into a computer or a separate USB webcam.
- Make sure you’re connecting with Internet Explorer 11 or newer.
- Make sure you’ve installed Adobe Flash Player with the most recent updates.
From a mobile device (smartphone or tablet)
- Download the MyChart app from the iTunes App Store or Android Market. Select Norton Healthcare/Norton Children’s from the list of You must be within the MyChart app on a smartphone or tablet, not on your web browser.
- Make sure your mobile device settings allow the MyChart App to access the speaker and camera for sound and video.
- For the best connection, close your other applications.
After you’ve done these things, you should test that everything is working. Complete this test at least 10 minutes before your appointment start time.
- Log in to the MyChart app on your mobile device or your MyNortonChart account on your computer using your MyNortonChart username and password.
- Select Appointments, then select your upcoming video visit appointment to test your connection and complete eCheck-in. If the visit is for your dependent, be sure that you have proxy access and select their profile before selecting appointments.
- When you are ready, select Begin Visit up to 10 minutes prior to your visit time to connect with your provider. The provider will join the visit after you begin. Do not be alarmed if you wait a few moments for your provider to connect. The provider will call you if you are unable to join the visit.
What are the technical requirements or equipment needs for a video visit?
A video visit requires a computer with a webcam or a mobile device with the MyChart app.
Where can I go for additional support?
If you are having technical issues and are unable to connect at the appointed time, you will receive a phone call from your provider. Scheduling questions may be directed to your provider’s office. For more information about MyNortonChart, click here.
What if I have questions after my video visit?
If you have questions about your video visit, you can send a secure message to your provider through MyNortonChart. If your symptoms don’t go away or worsen, call your Norton Healthcare provider. If your symptoms become severe, call 911 or go to the nearest emergency room.
Visual Instructions: Preparing for a video visit on a mobile device
Technology Troubleshooting
I am having computer issues.
Google Chrome 71 is not supported. You must have Internet Explorer 11 or newer. Make sure you’ve installed Adobe Flash Player with the most recent updates. Video visits will not function on Apple MAC or Samsung devices. If you are unable to connect using one device, use another if available (PC, mobile device and/or tablet).
I am having camera or microphone issues.
If you are on a computer, make sure you have a webcam set up. It can be a webcam that’s part of a laptop or a separate USB webcam. If you are unable to see yourself, this is most likely an issue with your camera. Check all connections on your camera. If you are on a mobile device or tablet, you must be within the MyChart app and not on your web browser. Make sure your mobile device settings allow the MyChart app to access the speaker and camera for sound and video by visiting Settings on your mobile device.
I cannot connect to the video visit.
Connect and disconnect your video feed to reboot. If you are on a mobile device, ensure you’ve closed other applications and restart your device if you need be to reboot.
My video quality is poor or not showing.
Switch from Wi-Fi to Data for better video quality. If you are on your phone or tablet, go to settings and allow the MyChart app to access your camera.
I am having trouble updating Adobe.
If you are on a mobile device, ensure that you are using the MyChart app and your web browser to connect. You must go to the App store and download the MyChart app (red folder with white heart).
I cannot find the MyChart app on my iPad.
Search “MyChart iPhone app.”
