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:

• Be in Kentucky or Indiana at the time of your appointment and use a Kentucky or Indiana pharmacy to fill your prescription.
• Have a Norton MyChart account. If you don’t have a free Norton MyChart account, sign up now.
• If the visit is for your child, establish proxy access to their Norton MyChart account at least a day ahead of time.

For minor illnesses, Norton eCare is available. You may schedule a video visit or eVisit from your Norton MyChart 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 provider through Norton MyChart. Norton eCare offers eVisits and video visits for patients 2 and older.

You must have a Norton MyChart account and proxy access to your dependent’s Norton MyChart account. To request proxy access, sign in to your Norton MyChart 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 Norton MyChart inbox when the request is fulfilled. Once you have proxy access, you will be able to select your dependent’s profile and access your scheduled visit.

First, be sure to download the MyChart app on your mobile device (smartphone or tablet). To ensure a smooth connection, complete the following tasks well in advance of your appointment:

• Download the MyChart app from the Apple App Store or Google Play. In MyChart, select Norton Healthcare/Norton Children’s from the list of providers. You must be in the MyChart app on a smartphone or tablet, not in your web browser.
• Make sure your mobile device settings allow the app to access the speaker, microphone and camera for sound and video.
• For the best connection, close any other applications.
• Sign in to your Norton MyChart account at least 10 minutes before your appointment start time to make sure everything is working.
• You’ll find your appointment on your home screen, or select “Visits,” then select your upcoming appointment to complete eCheck-in by selecting “Get ready.” If the visit is for your dependent, be sure you have proxy access and select their profile before selecting “Visits.”
• When you are ready, select “Begin Video Visit” up to 10 minutes prior to your appointment time to connect with your provider. You will need to provide permission to open a pop-up window as well as connect to your microphone and camera. You will be placed in the provider’s waiting room until the provider joins the visit.

Do not be concerned if you wait a few moments for your provider to connect. The provider will call you via the phone associated with your Norton MyChart account 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:

• Download the Zoom Cloud Meeting mobile app and the MyChart app from the Apple App Store or Google Play. In MyChart, select Norton Healthcare/Norton Children’s from the list of providers. You must be in the MyChart app on a smartphone or tablet, not in your web browser.
• Make sure your mobile device settings allow the Zoom app to access the speaker, microphone and camera for sound and video.
• For the best connection, close any other applications.
• Sign in to your MyNortonChart accountat least 10 minutes before your appointment start time to make sure everything is working.
• Select “Appointments,” then select your upcoming appointment to complete eCheck-in. If the visit is for your dependent, be sure 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 appointment time to connect with your provider. This will prompt the Zoom app to open. Click “Launch Meeting” under the Meeting ID. You will be placed in the provider’s waiting room until the provider joins the visit. You do not need to sign in to Zoom or sign up for a Zoom account.

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.

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, 9 a.m. to 9 p.m., by calling (502) 272-5555.

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 Norton MyChart. 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 and that you have given your computer or the MyChart app permission to connect to your microphone and camera in your phone’s settings. If you are still having issues connecting, call (502) 272-5555 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 pop-ups and enable access to the speaker and camera for sound and video. If you are still having issues, call (502) 272-5555 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 MyChart app has access to your microphone and 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) 272-5555, for additional support.