Telehealth FAQs

Two parents sitting on a couch while one holds a sleeping baby.

Stay healthier, happier, and right where you are with our easy, online telehealth care from Chase Brexton.

Make a telehealth appointment

For a telehealth appointment, please call 410-837-2050 X4300. Or search to see if your provider has online scheduling.

To be able to see your provider via a telehealth appointment, you will need:

To have an email address, cell phone number, or both!
A smartphone, tablet, or computer that has internet access.

Remember, annual wellness exams, dental exams, and some other appointments cannot be done through telehealth.

Services offering telehealth visits include:

medical services for adults and children,
OB/GYN,
gender affirming care,
behavioral health,
psychiatry, and
substance use treatment.

Logging on Using a Phone or Tablet

Open and login to your Chase Brexton app on your phone or tablet.

In the app:

Click the Appointments link on the menu.
Go to the correct appointment from your appointments list and click the camera symbol.
Review and update your personal information.
Sign the consent forms for telehealth and telehealth billing.
Once you've updated your information and signed the forms, click the Connect button.

After clicking Connect, you will be connected to a “virtual waiting room” until your provider is ready to start your visit.

If your provider is running behind, you may need to restart the visit. You will know you need to restart if you hear a "click" sound and see a gray screen. Simply click the Appointments link on the menu and click camera symbol again.

Logging in Using a Computer

Screenshot of the portal on a desktop computer

If you do not have the app on your phone or tablet or cannot use the app, you can login on an internet browser.

Login to the Telehealth Service Portal using either Safari (only available on Apple computers/devices) or Chrome internet browsers. (Do NOT use Internet Explorer to login to the Telehealth Service Portal.)

In the portal:

Click the Appointments link on the menu.
Go to the correct appointment from your appointments list and click the camera symbol.
Review and update your personal information.
Sign the consent forms for telehealth and telehealth billing.
Once you've updated your information and signed the forms, click the Connect button.
After clicking Connect, you will be connected to a “virtual waiting room” until your provider is ready to start your visit.

Virtual Waiting Room

After clicking "Connect, you will be in a virtual waiting room until your provider joins the appointment.

If you can see yourself on this screen, stay here until the provider joins the appointment. Do not navigate away or use another internet window during this call so you aren't disconnected. If you using the app on your phone, do not make any calls and do not take incoming phone calls because you may be disconnected from the appointment.

If you CANNOT see yourself on the virtual waiting room screen:

Make sure your camera is uncovered
Check your permission settings
Disconnect and reconnect
If none of these work, call our Technical Support team: 1-833-692-5190

Download the App

For best results, download the Chase Brexton Patient Portal app and login for your appointment there.

Frequently Asked Questions

Technical Telehealth Questions

What if I don’t receive the confirmation email?

If you are already registered to use the patient portal, login here to get ready for your upcoming visit.

If you are not registered to use the patient portal, but know your Patient ID number, go to MyChaseBrexton.org and register. You will be asked to enter your Patient ID number and, as your password, enter your date of birth.

If you aren’t registered on the portal and don’t know your Patient ID, call 410-837-2050 X4300.

Can I have a telehealth appointment with my device?

There are a few things that may make it so you wouldn't be able to do a telehealth appointment. Some of the reasons are if your:

phone is audio only such as a landline, flip phone like Jitterbug Flip, or a Tracfone.
device does not have functioning webcam.
smartphone's connection isn't strong enough - two bars or less or 4G LTE.
internet service is DSL or dial-up.
only web browser is Internet Explorer (Internet Explorer will not work for telehealth appointments.

What if my device isn't telehealth compatible?

It's okay. If you are a current patient (current means you have seen your provider in the last 3 years) call us and we will switch your appointment to a regular telephone visit: 410-837-2050 X4300.

If you are a new patient, call us and we will switch your appointment to an in-person appointment. We are sorry but we cannot do a telephone voice-only (no video) appointment for our new patients. 410-837-2050 X4300.

I have an Apple device. Is there anything I need to do to set up for my telehealth appointment?

There are a couple things that Apple users may need to do to be able to use the telehealth audio and video.

Make certain your web browser is configure to Allow or Ask for Camera and Microphone access. Here's what to do:

Open your Settings.
In Settings, scroll down to the Safari app.
Scroll to Microphone and Camera. You will need to adjust the settings on each. Click Camera.
Click one or the other: Ask or Always. Then go back to the previous screen and choose Microphone.
Click Ask or Allow for the Microphone settings. Then close out of your Settings.

Mobile phone screenshot with a desktop and apps — Step 1

Mobile phone screenshot with a vertical list of apps — Step 2

Mobile phone screenshot highlighting the Camera and Microphone options — Step 3

Mobile phone screenshot highlighting the Ask and Allow options — Step 4

Mobile phone screenshot highlighting the Ask and Allow — Step 5

General Questions About Telehealth

What kind of issues can be taken care of during a telehealth visit?

During a telehealth visit, your provider can help you with many things such as:

hospital and routine follow-ups;
medication refills;
counseling and psychotherapy - anxiety, depression, post-traumatic stress disorder, substance use treatment, and more;
pain – joint, muscle, headaches, sprains and strains;
digestive issues – indigestion, vomiting, constipation, diarrhea;
general physical issues – fever, sleep disturbances, pink eye;
respiratory issues – coughing, asthma, allergies, sore throat;
skin issues - rashes, acne, infections;
and more.

Is it better for me to see my provider in person or through a telehealth visit?

Chase Brexton’s goal is to provide you high quality, affirming health care no matter what. Sometimes, we will need to see you in person.

But many issues, medical and behavioral, can be evaluated, discussed, and managed using telehealth! Either way, you will get care that is just for you - wherever you are.

Do I need to do anything or have anything special for my telehealth visit?

You should set yourself up in a quiet space so you and your provider can talk without being disturbed.

It's also good to write down the following so you don't forget things you wanted to talk with your provider about during the appointment:

an up-to-date list of medications you are taking,
any questions or health concerns you are having, and
any health documents or lab results you recently received.

During my telehealth appointment, my provider said I need to come in to the Center. Is that normal?

Yes! Sometimes you may need to be seen in-person to get the care you need for your health concern. This could be for a lot of reasons, like for labs or for a hands-on diagnosis.

Telehealth & Insurance & Billing

How do I pay for my telehealth visit?

If a co-pay is required for your telehealth visit, you will receive a bill after the visit and during our normal billing cycle.

Is telehealth only for insured patients?

No. Telehealth is available for all patients - with or without insurance.

If you are on a sliding fee scale, you will be billed the same amount as you would if the visit were in-person.

I'm uninsured. Can I still see my provider through telehealth?

Yes, definitely.

If you are a current patient and have your sliding fee scale set up, you will be billed the same as you would if the visit were in-person.

If you are a new patient, please call our Social Work Eligibility Specialists to see about getting coverage or to set up a sliding fee scale for you. You can reach the team at: 410-837-2050 X8806

New Patients FAQs

I'm a new patient. Can I make a telehealth appointment?

Yes, you can. BUT if your device doesn't work for a telehealth appointment OR if you have a health issue that needs to be addressed in person (say, you need tests or an in-person physical), you will have to come to a Chase Brexton Center for your appointment.

Please be assured, especially during the COVID-19 pandemic, that we are taking EVERY precaution for the health of our patients, staff, and community:

All individuals entering any Chase Brexton Center will be screened for symptoms of COVID-19. Anyone with symptoms will be taken to a safe exam space to receive care.
All staff you will encounter will be wearing a face mask.
Every frequently touched surface is disinfected continuously throughout the day.
All waiting areas are reconfigured to ensure physical social distance of 6 feet.

I'm a new patient and want to see a behavioral health provider. Can I make a telehealth appointment?

Right now, individuals who are new to Chase Brexton are only able to start with a Chase Brexton Behavioral Health provider by meeting with them in person for the initial assessment. This appointment will help you and your provider determine a good treatment plan and what is the best way to help you in the long run.

Please be assured, especially during the COVID-19 pandemic, that we are taking EVERY precaution for the health of our patients, staff, and community:

All individuals entering any Chase Brexton Center will be screened for symptoms of COVID-19. Anyone with symptoms will be taken to a safe exam space to receive care.
All staff you will encounter will be wearing a face mask.
Every frequently touched surface is disinfected continuously throughout the day.
All waiting areas are reconfigured to ensure physical social distance of 6 feet.

I come to Chase Brexton for medical care. Can I get a Behavioral Health Telehealth appointment?

Yes. Current Chase Brexton medical and dental patients can make a new telehealth appointment with a Behavioral Health provider. Call 410-837-2050 to set up your appointment.

If you are asked to come into your Chase Brexton Center for an initial intake appointment, please know that

we are taking EVERY precaution for the health of our patients, staff, and community:

All individuals entering any Chase Brexton Center will be screened for symptoms of COVID-19. Anyone with symptoms will be taken to a safe exam space to receive care.
All staff you will encounter will be wearing a face mask.
Every frequently touched surface is disinfected continuously throughout the day.
All waiting areas are reconfigured to ensure physical social distance of 6 feet.

I am a new patient and I'm uninsured. Can I use telehealth services?

Before scheduling your appointment, please call our Social Work Eligibility Specialists to help you find coverage or to set up a sliding fee scale. You can reach the team at: 410-837-2050 X8806.