If you’re having trouble making a Norton Telehealth appointment or connecting to your appointment, the instructions on these pages may help.
Norton Telehealth allows you to get the care you need from your Norton Healthcare provider without having to leave home. Contact your primary care provider or specialist by phone or by message in MyNortonChart to determine whether telehealth is right for you.
Norton Telehealth is available for current patients and qualifying new patients.
For minor illnesses, Norton eCare is available 24 hours a day, seven days a week.
Telehealth appointments allow patients to meet with a provider face to face through a secure online video connection via smartphone, laptop, tablet or computer.
Your provider’s office will schedule the appointment for you or your child.
To be eligible for a telehealth appointment, you must:
For minor illnesses, Norton eCare is available 24 hours a day, seven days a week. You may schedule a video visit or eVisit from your MyNortonChart account.
Telehealth appointments are covered by most insurance, similar to an office visit. Self-pay options also are available.
Use telehealth appointments to see your primary care or specialist provider. You’ll schedule your visit through your provider.
For virtual urgent care for minor illnesses, you can schedule your own Norton eCare appointment with a Norton Healthcare provider through MyNortonChart. Norton eCare offers eVisits and video visits for patients 2 and older.
You must have a MyNortonChart account and proxy access to your dependent’s MyNortonChart account. To request proxy access, sign in to your MyNortonChart account from a 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.
First, be sure to create a free MyNortonChart account.
To ensure a smooth connection, complete the following tasks well in advance of your appointment:
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 connect.
First, be sure to download the MyChart and Zoom apps on your mobile device (smartphone or tablet). To ensure a smooth connection, complete the following tasks well in advance of your appointment:
If you are having technical issues and are unable to connect at the appointed time, you will receive a phone call from your provider. Additional support or troubleshooting is available Monday through Friday, 8 a.m. to 5 p.m., by calling (502) 629-8766, option 3. Scheduling questions may be directed to your provider’s office. Get more information about Norton MyChart.
If you have questions about your telehealth appointment, 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.
If you are unable to connect using one device, use another if available (computer, mobile device or tablet). Make sure that pop-ups are enabled so that MyNortonChart can download and install Zoom to connect you to your provider. If you are still having issues connecting, call (502) 861-4461, option 2, for additional support.
If you are on a computer, make sure you have a webcam set up. It can be built into your computer or plugged in. If you are unable to see yourself, this is most likely an issue with your camera. Check all connections on your camera and close any other programs that may be using the camera; or try restarting your computer.
If you are on a mobile device or tablet, you must be within the MyChart app and not on an internet browser. Make sure your mobile device settings allow the Zoom app to access the speaker and camera for sound and video. Download the Zoom Cloud Meeting app from the Apple App Storeor Google Play. If you are still having issues, call (502) 861-4461, option 2, for additional support.
On a mobile device with a data connection through your wireless provider, try turning off Wi-Fi to use the data connection. Confirm in your mobile device’s settings that the Zoom app has access your camera. Ensure you’ve closed other applications. Restart your device. On a computer, connect and disconnect your video feed to reboot it. If you are still having issues, call (502) 861-4461, option 2, for additional support.
Select an appointment date and time from available spots listed below.