Telehealth FAQs | Norton Healthcare Louisville, Ky.

Norton Telehealth FAQs

Esta publicación también está disponible en español.

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:

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

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 minor illnesses or virtual urgent care, 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:

  • Have a webcam set up and ensure your computer’s microphone and audio are on.
  • Use Internet Explorer 11 (the most recent version), Firefox or Chrome. Norton Telehealth appointments will not work with the Apple Safari browser.
  • Make sure you have an updated version of Adobe Flash Player installed.

Sign in at least 10 minutes before your appointment start time to make sure everything is working correctly.

  1. Sign in to your MyNortonChart account through your computer’s internet browser or in the MyChart app on your mobile device.
  2. Select Appointments, then select your upcoming appointment 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.
  3. 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.

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. 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 MyChart App to access the speaker, microphone and camera for sound and video.
  • For the best connection, close your other applications.

Sign in at least 10 minutes before your appointment start time to make sure everything is working.

  1. Sign in to your MyNortonChart account through your computer’s internet browser or in the MyChart app on your mobile device.
  1. Select Appointments, then select your upcoming 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.
  2. When you are ready, select Begin Visitup 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.

Visual Instructions: Preparing for a telehealth appointment on a mobile device

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. Get more information about MyNortonChart.

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.

Make sure you’re connecting with Internet Explorer 11 (the most recent version), Firefox or Chrome. Telehealth appointments will not function in the Apple Safari browser. Make sure you’ve installed Adobe Flash Player with the most recent updates. If you are unable to connect using one device, use another if available (computer, mobile device or tablet).

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. 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 MyChart app to access the speaker and camera for sound and video. Download the MyChart app from the Apple App Store or Google Play.

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 your camera. Ensure you’ve closed other applications and restart your device if you need to reboot. On a computer, connect and disconnect your video feed to reboot.

Answers to questions Norton Cancer Institute patients may have about coronavirus

As a cancer patient or someone who has completed treatment, you may be at greater risk from the coronavirus that causes COVID-19. Norton Cancer Institute and all of Norton Healthcare have developed a series of […]

Read Full Story

Telehealth and ‘virtual hospital’ allow some spine surgery patients to go home sooner

A combination of telehealth and remote monitoring is allowing some patients to go home sooner after significant spinal surgery, according to the medical director of Norton Leatherman Spine. Norton Telehealth and ‘virtual hospital’ innovations accelerated […]

Read Full Story

Telehealth allows migraine and headache patients to get help faster

For patients who have migraine and other headache disorders, the difficulties getting treatment are well known. Headache specialists aren’t plentiful, and patients in rural areas may need to drive hours to see a provider. Sometimes, […]

Read Full Story

As economy slowly reopens, it’s no time to let down your mask

Overheard at the store Man approaches with a baseball cap over his nose and mouth: “I forgot my mask. Do you have any disposables?” Employee: “Don’t worry about it. They make us wear one, but […]

Read Full Story

Sure, telehealth is safer, but for one patient it’s just so convenient

Like many cancer patients, Misty Aubrey’s calendar is filled with appointments. She meets regularly with her oncologist, behavioral oncologist and neurologist. To be safer during the height of the COVID-19 pandemic, she stopped meeting her […]

Read Full Story
Related Stories

Answers to questions Norton Cancer Institute patients may have about coronavirus

As a cancer patient or someone who has completed treatment, you may be at greater risk from the coronavirus that causes COVID-19. Norton Cancer Institute and all of Norton Healthcare have developed a series of […]

Read Full Story

Telehealth and ‘virtual hospital’ allow some spine surgery patients to go home sooner

A combination of telehealth and remote monitoring is allowing some patients to go home sooner after significant spinal surgery, according to the medical director of Norton Leatherman Spine. Norton Telehealth and ‘virtual hospital’ innovations accelerated […]

Read Full Story

Telehealth allows migraine and headache patients to get help faster

For patients who have migraine and other headache disorders, the difficulties getting treatment are well known. Headache specialists aren’t plentiful, and patients in rural areas may need to drive hours to see a provider. Sometimes, […]

Read Full Story

As economy slowly reopens, it’s no time to let down your mask

Overheard at the store Man approaches with a baseball cap over his nose and mouth: “I forgot my mask. Do you have any disposables?” Employee: “Don’t worry about it. They make us wear one, but […]

Read Full Story

Sure, telehealth is safer, but for one patient it’s just so convenient

Like many cancer patients, Misty Aubrey’s calendar is filled with appointments. She meets regularly with her oncologist, behavioral oncologist and neurologist. To be safer during the height of the COVID-19 pandemic, she stopped meeting her […]

Read Full Story

Search our entire site.

Schedule an Appointment

Select an appointment date and time from available spots listed below.