Virtual First FAQs

About Virtual First

• What is Virtual First?
  Virtual-first primary care offers a way to get most of your medical help without going to your doctor's office. Instead, you first talk to a doctor or nurse on a computer or phone from the convenience of home or work. You may still need to go to a doctor's office for certain types of care, such as physical exams or certain procedures. However, most of the time, you will receive care virtually. Whether you’re in need of a primary care provider or looking for care for the whole family, our dedicated Virtual First Primary Care providers and staff offer outstanding, personalized care for patients of all ages.
• Who would most benefit from Virtual First services?
  Virtual First primary care is best suited for patients looking for convenient preventative care. These patients seek health care on an as-needed basis for minor conditions like cold, flu, mild rashes, and annual physicals. Patients are also proficient in communicating digitally via text messaging and video chat.
• What is the difference between Virtual First and telemedicine?
  Although telemedicine offers convenience to traditional primary care, most visits take place in person with your clinician. Virtual First, on the other hand, is remote care that offers direct-to-provider text messaging, which provides an additional level of convenience and access.
• Do I need a device with a camera to participate in Virtual First?
  Yes, in order to receive care from the Virtual First practice, patients must have video and audio-enabled device, such as a smartphone, tablet or computer with a front-facing camera and updated operating system. Smartphones and tablets are strongly recommended for virtual visits.
• I am not a Penn Medicine Lancaster General Health patient; can I still join Virtual First?
  Yes, when you sign up, you will become a Penn Medicine patient.
• What happens if I need to speak with a doctor right away?
  Using the texting feature will get you a response from a provider within 4 hours during business hours (8 a.m. to 4:30 p.m.). Outside of 8 a.m. to 4:30 p.m. office hours, weekends, and holidays, patients can call the practice for immediate urgent, non-emergent medical needs. For emergencies, please go to the closest emergency department or call 911.
• Is this a 24/7 service? What if I need care on the weekends/after hours?
  There is an on-call provider available for emergencies outside of regular business hours. To reach the on-call nurse, call 717-627-7696 and select the option to be transferred.

  Penn Medicine OnDemand is an alternative online option for minor injuries and illnesses. Lancaster General Health Urgent Care is also an option for in-person care.

• Does Virtual First offer pediatric care for my kids?
  Yes, we see patients of all ages. Patients under the age of 5 may require more in-person office visits than adult patients.

Costs & insurance

• How much does Virtual First cost?
  Virtual First is a membership-based service, with monthly and annual payment options. Membership fees are dependent on the amount of members in each plan as outlined in the chart below.

  Pricing Based on the Number of Family Members*

  	1	2	3	4	5
  Monthly Fee	$9	$15	$21	$27	$33
  Annual Fee	$99	$165	$231	$297	$363

  You will pay for services and visits as you would under your regular insurance plan, with standard co-pays and deductibles applying. There will be no charge to send text messages to your provider.

  *If the number of members in a plan exceeds five, additional price points can be offered.

• Will my insurance be accepted?
  We accept most insurances. Below are the most common.
  • Aetna
  • Blue Cross & Blue Shield
  • Cigna
  • CVS Health
  • First Health
  • Highmark Blue Cross Blue Shield
  • Independence Blue Cross
  • Medicare
  • United Healthcare
• Do you accept Medicare and Medicaid?
  We accept Medicare, but we do not accept Medicaid.
• Are there copays for my Virtual First visits?
  Yes, a copay is required for primary care visits. Just like any other doctor’s office, we bill you or your health insurance. Patients are responsible for paying the standard fees, copayment, deductible, or coinsurance, as necessary.
• What payment options do you offer?
  Lancaster General Health accepts cash, money orders, checks, and credit cards (Visa, Mastercard and Discover). If you are unable to pay the full balance in one payment, we offer the following terms:
  • If the balance is less than $1000, you can split the payment into a maximum of six equal monthly installments.
  • If the balance is $1000 or higher, we can arrange a maximum of 12 equal monthly installment.

Clinical services

• What can Virtual First treat?
  • Preventative care
  • Sick care (cold/flu symptoms, sinus symptoms, urinary tract infection, mood symptoms, allergy symptoms)
  • Well child visits
  • Well adult visits
  • Annual wellness visits
  • Sports physicals
  • Non-emergent medical need
  • Mental Health
  • Family Planning
• Can Virtual First providers prescribe medication?
  Yes, our primary care providers can prescribe new medications as clinically necessary and appropriate and can prescribe refills for maintenance medications.
• When is in-person care necessary?
  Often times, additional testing or assessment is required to completed care. For these situations, it might be necessary to see your provider in person or visit one of our outpatient centers. Examples of these situations include:
  • Annual physical, work physical
  • Well child exam, school physical, driver’s permit examination
  • Vaccinations
  • Potentially serious illnesses
  • Injuries
  • Diagnostic and lab tests
  • Minor surgeries
• Do I need a MyLGHealth account?
  Yes, MyLGHealth is a secure online platform that allows patients to access their medical information, communicate with their health-care providers, and manage their health care from a computer or mobile device. By creating an account with MyLGHealth, you'll be able to take advantage of a range of online tools and resources that can help you stay organized, better understand your health, and make informed decisions about your care.

About your membership

• What is included in my membership?
  Your membership includes expanded access to fast, convenient care with video appointments available same day or within 24 hours. During a video visit you must be physically present in the state of Pennsylvania. You also receive responsive secure SMS texting messaging. During standard business hours, patients can expect a response within 4 hours.

  You can sign up for Virtual First and secure your spot now.

• What happens after I sign up?
  Once enrolled in the virtual-first primary care, both current and new patients will receive a welcome text message, followed by another text message confirming they have full virtual-first access to their care team. Patients can then begin communicating through text message right away by responding to the message.

  The provider and care team checks and responds to text messages Monday through Friday, 8 a.m. to 4:30 p.m.

• How do I make an appointment?
  To schedule an appointment, patients can send a direct text message, send a message through the MyLGHealth app, or call (less preferred).
• How many family members can be included in a Virtual First membership?
  All family members within a household can be included for an additional cost per person.
• Can I cancel or reschedule my visit?
  Yes, you can cancel and reschedule up to one hour before your appointment time via text message or through the MyLGHealth app.
• Can I cancel my membership?
  Yes, you can cancel your membership anytime by contacting the practice directly.
• How do you ensure my privacy?
  We take your privacy and the security of your information seriously. MyLGHealth is a secure Internet site that provides encrypted communication in full compliance with state and federal requirements. Access is granted only to users who have registered with their health-care clinic and is secured by your personal ID and password, known only to you.

  Unlike conventional email, all MyLGHealth messaging is done while you are securely logged on to our website. To prohibit unauthorized access, all medical information is stored safely behind our firewall in our electronic medical record system. We use a HIPAA secure audio-video technology as part of the MyLGHealth application to conduct telemedicine visits.

  We also offer two-step verification to improve the security of your login. Two-step verification, also called two-step authentication or two-factor authentication, serves as an extra layer of security. It requires users to enter a randomly generated one-time passcode along with their username and password when logging in to MyLGHealth. Two-step verification ensures that even if someone has your MyLGHealth password, they will not be able to access your account without the code.

Technical support

• What equipment do I need?
  You can select a video visit when scheduling your appointment through MyLGHealth or online. If calling to make an appointment, request a video visit when you speak to the Virtual First team. Also see these tips for a successful video visit from Dr. Vito J. DiCamillo, Executive Medical Director, Innovation.
• Which browsers do you support?
  Patients can use any current browser (Chrome, Edge, Safari, Firefox, etc.) as well as the MyChart app available on Apple and Android app markets.
• How can I test my setup?
  After scheduling your telemedicine appointment, you will receive a message in your MyLGHealth portal with a link to test your audio and video connection to ensure that you have a successful visit with your provider.
• Do you offer any technical support?
  Patients can call 717-544-2860 for technical support with any MyLGHealth login issues.