Frequently Asked Questions

Special information for Anthem and Empire members during the COVID-19 public health emergency.

It is more important than ever for you to have convenient access to answers about your health questions and affordable care. Sydney Care is a free mobile app you can use to check your symptoms and connect to care in minutes.

You can find answers to common questions about Sydney Care below.

While you are using the app, select the menu in the upper-left corner of the screen for guidance. Then, select Support & Feedback to compose your message.

If you cannot sign in, please contact us at support@sydneycare.ai using the email address you used to register. Please include the reason for contacting support in the subject line of the email and provide any relevant details in the body of the email along with your first and last name.

Coronavirus/COVID-19 Related Questions

What information does Sydney Care use to determine that I might have coronavirus/COVID-19?

Sydney Care’s Coronavirus Assessment uses risk evaluation tools based on guidelines established by the Centers for Disease Control and Prevention (CDC). Our flexible platform is continuously updated with user data, which is important since CDC recommendations and clinical guidelines may change with the evolving coronavirus situation.

Can I be definitively diagnosed with coronavirus/COVID-19 through a Virtual Visit?

A definitive diagnosis of coronavirus/COVID-19 can only be reached with an in-person test. The test cannot be administered through a Virtual Visit but doctors can assess your risk for COVID-19 and refer you to an in-person point of care where appropriate.

Will my information be passed to or used by government agencies to track the number of cases of coronavirus?

Sydney Care is committed to maintaining the privacy and security of our users. In order to be responsive to public health and public safety inquiries from government agencies, we must adhere to federal, state, and local laws and regulations if health information needs to be shared.

Will I have the option to speak with a healthcare provider who specializes in treating coronavirus/COVID-19?

All the Virtual Visit doctors are trained to follow CDC guidelines.

If I suspect I might have coronavirus/COVID-19, is it better for me to use the Virtual Text Visit or Virtual Video Visit?

While COVID-19 cannot be confirmed through virtual or remote care, doctors in both Virtual Text and Virtual Video Visits can assign risk, answer questions and recommend the next steps you should take.

If there is a wait for the Virtual Text Visit and/or Virtual Video Visit, do you prioritize people who might have coronavirus/COVID-19 and are high-risk (e.g. older adults, people with chronic conditions, etc.)?

Wait times are running higher than normal due to the COVID-19 pandemic. We will continue to increase supply to help address the increased need. Your health and time are important to us, and your patience is appreciated. Wait times may increase during this time when telehealth is becoming the first point of care for those with symptoms COVID-19 and those who wish to avoid in-person care.

How does Sydney Care identify possible cases of coronavirus/COVID-19 (a relatively new condition) without the wealth of data that is available for well-known conditions, such as asthma or a sinus infection?

Sydney Care uses guidelines established by the Centers for Disease Control and Prevention (CDC), a trusted resource on this issue.

General Questions

What is Sydney Care?

Sydney Care is an app that offers a suite of health services, including:

  1. Free Coronavirus Assessment: Based on guidelines from the Centers for Disease Control and Prevention (CDC) and National Institutes of Health (NIH) to help individuals quickly and conveniently evaluate their symptoms and assess their risk of COVID-19 exposure. Inputs provided by individual users include symptoms, recent travel and potential contact with anyone with the disease.
  2. Free Symptom Checker: Personalized, AI-driven chat functionality that can understand the symptoms users indicate and provide them with information about how others like them were diagnosed and treated. Sydney Care then guides users to two options to follow up with a doctor.
  3. Virtual Text Visit: Consumers can connect directly with a board-certified doctor via text chat. When appropriate, these physicians can prescribe medication, order lab work and/or suggest the type of specialist the user may want to consult.
  4. Virtual Video Visit: The Virtual Video Visit option is a secure, two-way video chat with a board-certified doctor. These physicians can also prescribe medication or recommend specialists.

Why should I use Sydney Care?

Sydney Care’s Symptom Checker is free to use, and each dialogue is unique. The dialogues take just a few minutes to complete and provide users with information about how “people like me” were treated given similar symptoms. The Virtual Visits enable you to then take the next step and receive personalized, one-on-one care from a doctor, all from your mobile devices.

When should I use Sydney Care?

While Sydney Care should not replace a primary care physician, it can be used as a first line of defense if your condition is not an emergency. Our database includes hundreds of primary care conditions for adults aged 18-85. It does not currently include orthopedics, dermatology, or pregnancy. But we are working to add new conditions and specialties every day. In emergencies, we always recommend you seek immediate medical attention or call an emergency number.

Who can use this app?

Anyone ages 18-85 can use Sydney Care. The Symptom Checker and Virtual Visits are currently not for women who are pregnant.

Do I need to have insurance to use Sydney Care?

No. Anyone can download Sydney Care, to start a health dialogue, or to have a Virtual Visit with a physician. The coronavirus assessment and Symptom checker tools are free to all users. The cost for a Virtual text Visit is $19 and the cost for a Virtual Video Visit is $59. If you have an insurance plan that includes Sydney Care as a covered benefit, your cost may be less. Check your plan documents for more details or contact the member service number on the back of your ID card.

Does Sydney Care work in abroad or in US territorites?

No. At this time, Sydney Care is only available in the 50 United States.

Is Sydney Care available in any languages besides English?

No. At this time, Sydney Care is only available in English.

Symptom Checker Questions

How does the AI (Artificial Intelligence) work?

The Sydney Care AI, powered by K Health, uses 2+ billion anonymous clinical data points recorded by doctors over the past 20 years to learn how medicine works in the real world. The technology relies on the newest generation of Machine Learning and continuously learns from experience. So it tends to be more current and accurate than previous generations of AI systems that use statically coding clinical rules. Within minutes, users will see how others with the same or similar symptoms were diagnosed and treated. Engineers and affiliated doctors frequently audit the health dialogues and provide feedback so the core machine gets smarter in real time, while maintaining the privacy and security of protected health information.

Who are these "People Like Me"?

Sydney Care learned from over 2 billion clinical data points informed by the experience of many doctors. The app compares the information you provide during registration to people within this data set who have the same age, sex, symptoms and medical history. We call this group, “People Like Me.” As users answer questions, the People Like Me group is customized so we can show how cases like yours were diagnosed and treated by doctors.

Can I use Sydney Care to check symptoms for someone beside myself (e.g. children, parents, etc.)?

At this time, Sydney Care can only be used for those aged 18-85 who are not pregnant. To maintain a personalized experience, the app is designed to handle symptom inputs only for a single, registered user but our team aims to add this functionality at a later date.

What if I can’t find my symptom?

The Sydney Care Symptom Checker recognizes the most common symptoms addressed by primary care doctors, and continues to add additional cases on an ongoing basis. If you cannot find a symptom that describes what you’re feeling, we recommend talking to your primary care doctor about your symptoms or starting a Virtual Visit. If it is an emergency, seek immediate care or dial an emergency number.

You can also send feedback directly to our medical team for consideration in future releases by selecting the chat icon in the footer near your results.

How do I edit an answer?

You can change the most recent answer in the symptom checker dialogue by tapping the ↶ arrow. If you need to change earlier answers, start a new dialogue from the main screen.

How do I delete a Symptom Checker dialogue?

To delete a Symptom Checker dialogue, from the main screen, swipe it to the left to reveal the delete button.

How does Sydney Care know which questions to ask?

The Sydney Care AI learned from 2+ Billion clinical data points recorded by doctors over the past 20 years. By learning from doctors’ notes and lab results, Sydney Care understands how health conditions present themselves and how medical professionals respond. Sydney Care uses that experience to ask the relevant questions to understand your symptoms and help rule out related conditions.

How many questions are there?

Similar to the intake at a physician’s office, every interaction with the Sydney Care Symptom Checker is unique. But typically, Sydney Care asks around 20 questions and the average experience takes just a few minutes.

I have a chronic condition. Will Sydney Care take this into account?

Yes. Sydney Care will ask if you have any chronic conditions that are relevant to your symptoms, and your answer will be saved in your profile. You can also visit the My Medical Profile section to tell us if you have a chronic condition. Sydney Care will take this into account during the Symptom Checker dialogue by asking questions and providing information relevant to your symptoms in the context of your overall health. You can also discuss your chronic conditions further during Virtual Visits with a doctor.

What do my results mean? Is this a diagnosis?

Sydney Care will show you how people like you were diagnosed and treated by doctors in the past when they experienced similar symptoms. These results are not a diagnosis or probability that you have any particular condition. The information presented is personalized to you and intended to help you make informed decisions about possible next steps.

Sydney Care said it would save my answer in my profile—where can I find my profile?

Sydney Care saves your answers to questions about your health history, allergies, and other biomarkers to your profile, which you can access by selecting “My Medical Profile” from the hamburger menu, or by selecting the person icon in the top right of the main screen.

What if I don’t think the results were correct?

Sydney Care will present you with information based on people like you who reported similar symptoms, but it is not equipped to address every known condition or symptom. Always discuss medical questions with a health care provider. Doctors on the app are on hand to help through a Virtual Visit. You may also choose to speak to your primary care doctor, visit an urgent care center, or go to the emergency department, depending on the urgency of your symptoms. Lastly, we would appreciate your feedback if you feel your results did not match your symptoms. Select the chat icon in the footer near your results to send feedback directly to our medical team.

Virtual Text Visit Questions

What can the doctors in the Virtual Text Visit do for me?

Virtual Text Visit doctors have the ability to prescribe medication, order lab work and/or suggest the type of specialist you may want to consult, when appropriate.

What conditions can be treated through the Virtual Text Visit?

Virtual Text Visits can address most primary care conditions, including acute issues, women’s health—such as vaginal yeast infections, bacterial vaginosis, Urinary Tract Infections, irregular or painful menstruation, pelvic pain, and painful intercourse—and chronic conditions. However Virtual Text Visits cannot address orthopedics, dermatology, pregnancy, STDs or injuries like burns or cuts.

How long do I have to wait to speak to a doctor?

If you have clicked submit following your Symptom Checker dialogue, then you are in the waiting room and the doctor will pick up your case soon. While most patients are contacted by a doctor within 15 minutes, wait times can vary depending on location and time of day. If you have not been contacted by a doctor within an hour then please let us know by selecting the Support & Feedback option in the menu to send us a secure message.

Can I get a new prescription or refill a prescription through a Virtual Text Visit?

Virtual Text Visit doctors can prescribe medication based on their clinical expertise and the medical conditions presented during the time of your visit. If necessary, the doctor can send prescriptions electronically to the pharmacy you select.

Depending on your state, there may be additional steps required before our doctors can prescribe medication through a Virtual Text Visit.

State Prescribing Requirements
Georgia (GA) Before prescribing, physician will call the patient to verify his name, DOB, and add one medical aspect of the treatment.
Ohio (OH) Doctors will ask patient if they want a summary sent to primary care physician when a prescription is issued.
Minnesota (MN) No prescription of erectile dysfunction drugs or muscle relaxants
Arizona (AZ) Video chat is required for a prescription

Please note, the doctors cannot prescribe controlled substances in a virtual visit; these require an in-person visit with a physician. Also, the doctors practice “antibiotic stewardship,” which means they do not prescribe antibiotics for viral conditions that will not be helped by this type of medication. In addition to these limitations, the following medications cannot be prescribed:

  1. Prescription refills
  2. Psychiatric medication
  3. Birth control or hormone therapy
  4. Certain lifestyle medications (Cialis, Viagra)
  5. Certain medications like Carisoprodol, Butalbital, and Tramadol

Can the doctors I see using Virtual Text Visit provide medication management for an ongoing medical condition?

All medications have side effects, so the doctor you chat with will only prescribe medicine they feel will help you feel better. For example, the doctors will not prescribe antibiotics if you have a viral infection, as antibiotics are only effective for bacterial infections. This practice helps protect you from side effects and everyone from antibiotic resistance. Also, in compliance with state laws and medical best practice, our affiliated doctors do not prescribe controlled substances, refills, psychiatric medication, birth control, hormone therapy, lifestyle medication or certain excluded medications including Carisoprodol, Butalbital, Tramadol, and Viagra.

Can the doctor I speak to prescribe birth control?

In compliance with state laws and medical best practice, our affiliated doctors do not prescribe birth control.

Can I use Virtual Text Visits to treat erectile dysfunction (ED)?

No, currently we do not offer treatment for Erectile Dysfunction through Virtual Text Visits. ED is a complicated issue and we believe patients experiencing ED should receive an in-person evaluation to rule out potential underlying causes such as high blood pressure, diabetes, or other medical problems.

Can I use Virtual Text Visits to treat an STD?

Unfortunately our doctors are not able to treat STDs through our platform so they will refer you to a more medically appropriate in-person evaluation.

Who are the doctors in the Virtual Text Visit?

The Virtual Text Visit doctors are board-certified emergency medicine or primary care doctors, employed by or contracted with a physician-owned Professional Corporation. These physicians conduct their visit with you via text.

What are the hours of operation for the Virtual Text Visit?

Virtual Text Visit doctors are available every day of the week from 11AM-11PM, Eastern Time. If you feel you are having an emergency, please seek immediate medical attention. Any delays in service will be communicated.

Where is the Virtual Text Visit available?

Virtual Text Visits are currently not available in the following states: AK, AR, HI, NM.

Virtual Video Visits are available in all 50 states.

How much does a Virtual Text Visit cost?

Virtual Text Visits costs $19 per visit. If you have an insurance plan that includes telehealth as a covered benefit, your cost may be less.

What forms of payment do you accept?

We accept all major credit and debit cards, including FSA and HSA. If you use your FSA or HSA card, please note that we cannot guarantee the service will be determined to be eligible.

Keep in mind that charges for prescriptions aren't included in the cost of your visit.

Why am I required to enter my phone number?

Some states required a phone call to verify your identity. Our affiliated doctor will use your phone number to call you for verification.

Can I have a Virtual Text Visit without first doing a symptom chat with Sydney Care?

No. In order to prepare for a Virtual Text Visit, Sydney Care will first ask you a range of questions about your symptoms. This will help the doctor quickly get familiar with what you’re feeling so you can jump right into discussing diagnosis and treatment.

Can I have a Virtual Text Visit about more than one health issue at a time?

You will be able to discuss all your related symptoms with your doctor during your Virtual Text Visit. If you have unrelated symptoms, please start a new Symptom Checker dialogue with Sydney Care so the doctor can get a complete picture of this secondary health issue.

I have a lot of questions. How long will the doctor talk to me?

The Virtual Text Visit doctor will do their best to answer all your questions. There is no limit on the questions you can ask about your condition. Each text visit remains open for 14 days so that if your conditions worsen, you can share that information with your doctor to consider additional treatment options.

What if I don’t like the doctor provided to me?

You will be matched with the first available doctor and all our doctors practice the same standards of care. If for some reason, you prefer not to work with a particular doctor, you can ask them to end the chat and match you with the next available provider. We cannot accommodate requests for a specific doctor. If you have feedback about the doctor you spoke with or suggestions to improve, select the chat icon in the footer near your results to send feedback directly to our medical team.

If you are using Sydney Care through an insurance plan, you can also call the number on the back of your ID card.

I have something the doctor needs to see. Can I take a photo and share it?

If a doctor determines that a photo is necessary, they will prompt you in the Virtual Text Visit to upload a photo of the issue.

Can hearing-impaired patients chat with a Virtual Text Visit doctor?

Yes, this conversation is a text-based communication.

I have an urgent question, is there any way to talk to a doctor faster?

No. If you have an emergency or urgent question, dial an emergency number and seek immediate care.

Can I speak to the same doctor every time?

Unfortunately, we are not able to accommodate requests for a particular doctor. All our affiliated doctors practice the same standards of care, and since Sydney Care saves all your interactions, any doctor you speak to will be able to quickly pick up the conversation where you last left off and provide high-quality personalized care.

Can Virtual Text Visit doctors write a doctor's note for me?

Yes. Virtual Text Visit doctors are able to generate a note within the chat that explains that you were evaluated on our platform and the date when that evaluation occurred. They cannot make any recommendations for time off from work/school or clear you to return to any activities.

Our doctor's will not generate a note without evaluating a patient and discussing their symptoms first.

I know what I have, how do I get a prescription for it?

You know your body better than anyone, but Virtual Text Visit doctors will always need to perform a standard consultation before prescribing any medication. Of course, you can discuss prescriptions you have previously used that have been effective but the doctor will only prescribe medicine if they believe it to be medically appropriate and safe.

What should I do if the prescription my doctor sent to my pharmacy isn’t there?

If a Virtual Text Visit doctor prescribed you medication that was sent to your local pharmacy, it may take up to two hours to be processed ready for you to pick up. If you call or go to the pharmacy and they do not have your prescription you should reopen your chat with the doctor within the Sydney Care app and inform them of the issue. They will be able to check the prescription they wrote and reorder if necessary.

What if I need a lab test, radiology scan, physical exam, or to see a specialist?

The Virtual Text Visit doctor will discuss a recommended treatment plan that may include a physical exam, lab tests, or radiology scans. They may send you directly for some of these tests, but others will require you to visit a local doctor.

The doctor ordered a lab test. What do I do next?

During the Virtual Text Visit, the doctor will send you the name, location, and phone number of the laboratory to where your order was sent.

You’ll need to bring your license, insurance card (if you have one) and a credit card. Regardless of your insurance, the lab will keep your credit card on file in case insurance doesn’t cover the full amount. You can also use the lab's website to estimate the cost of the test.

When the results are ready, the lab will send your results back to Sydney care and we will reach out to you through the app regarding the results.

How can I see my lab results?

When a lab result comes back, you will be notified in the app and can open the text visit to review your lab results with a doctor.

Will I speak to the same doctor from my virtual visit about my lab results?

We’re not able to guarantee that you will speak with the same doctor from your visit. The first available doctor will go over your lab results with you. But since all of your interactions are saved and the text visit will be reopened when your results come in, the doctor you speak with will have all the context they need to help you understand your results.

What happens if lab results come back after the 14-day window has closed?

Even if 14 days have passed and the text visit has closed, we will still reopen the visit so that you can review your results with a doctor, at no additional charge.

Virtual Video Visit Questions

What can the doctors in the Virtual Video Visit do for me?

Virtual Video Visit doctors have the ability to prescribe medication, order lab work and/or suggest the type of specialist you may want to consult, when appropriate.

What conditions can be treated through a Virtual Video Visit?

  • Abrasions, minor wounds
  • Acne
  • Anxiety
  • Asthma
  • Allergies/allergic rhinitis
  • Back pain
  • Coronavirus/COVID-19
  • Cough/Cold
  • Depression
  • Diabetes/hypoglycemia
  • Diarrhea
  • Ear pain
  • Fever
  • Headache/migraine
  • Hypertension
  • Incontinence
  • Influenza/flu
  • Insomnia
  • Minor cuts and burns
  • Nausea/Vomiting
  • Obesity
  • Pinkeye and other eye infections
  • Rashes/skin disturbances
  • Sinus infection
  • Smoking cessation
  • Sore throat/pharyngitis
  • Sprains and strains
  • Urinary tract infection

Please note: Virtual Video Visits should not be used for emergencies. If you think you may be experiencing an emergency, call an emergency number.

How long do I have to wait to speak to a doctor?

Users are usually able to see a physician in approximately 10 minutes. We monitor demand and wait time, responding to surges in order to ensure sufficient provider supply. One exception to this expected wait time is related to the COVID-19 P\pandemic. This situation has created longer than normal wait times which may occur depending on the time of visit and the state.

Can I get a new prescription or refill a prescription through a Virtual Video Visit?

Virtual Video Visit doctors can prescribe medication based on their clinical expertise and the medical conditions presented during the time of your visit. If necessary, the doctor can send prescriptions electronically to the pharmacy you select. Per the Federal Ryan Haight Act of 2009, telehealth providers are prohibited from prescribing controlled substances. In addition to controlled substances, the following additional medications cannot be prescribed:

  • Gabapentin (exception: Psychiatry is able to prescribe)
  • Muscle relaxants (Baclofen, Soma, Flexeril, Diazepam, Skelaxin, Robaxin, Tizanidine, etc.)
  • Lifestyle drugs (Cialis, Viagra)
  • Weight loss drugs
  • Medications containing ephedrine/pseudoephedrine (Sudafed, Claritin-D, etc.)

Can the doctors I see using Virtual Video Visit provide medication management for an ongoing medical condition?

Virtual Video Visit doctors are focused on providing care for urgent care and common health conditions. They cannot manage long-term or chronic conditions. Chronic health conditions should be managed by an in-person provider. That being said, the doctors you see using Virtual Video Visits can provide short-term prescription refills if you are traveling and forgot your medication at home or haven’t had time to get in to see your regular primary care doctor. Prescription refills are provided at the discretion of the provider with the understanding that you will get further refills from your physician.

Can the doctor I see prescribe birth control?

Virtual Video Visit doctors can prescribe a short-term refill on an existing birth control prescription. However, some patients may not qualify, may need an in-person exam, or may need additional tests before the doctor can issue this type of prescription.

Can I use Virtual Video Visits to treat erectile dysfunction (ED)?

No. Virtual Video Visit doctors are prohibited from prescribing erectile dysfunction medications at this time.

Can I use Virtual Video Visits to treat an STD?

Evaluation for sexually transmitted infections requires in person evaluation. Virtual Video Visit doctors may screen these patients but will then refer them for in-person evaluation. One occasional exception is expedited partner therapy. If a patient meets the criteria for such treatment (which does not require initial lab evaluation, but does require documentation of partner’s lab evaluation) a provider may elect to initiate treatment, but will then require the patient to have a subsequent in-person evaluation on a non-urgent basis.

We also offer a women’s health program that creates an environment of focused care for women of all ages to address concerns and receive treatment advice for a variety of conditions, including menopause, pregnancy and postpartum care, and other general women’s health issues. This includes birth control, PMS, pelvic pain, sexually transmitted infections and sexual health, UTIs, incontinence, mastitis, rashes, endometriosis, and vulvodynia.

Who are the doctors in the Virtual Video Visit?

Virtual Video Visits are provided 24/7, nation-wide through a combination of full-time employed and part-time contracted physicians and nurse practitioners.

What are the hours of operation for the Virtual Video Visit?

Virtual Video Visit doctors are available 24/7. If you feel you are having an emergency, please seek immediate medical attention. Any delays in service will be communicated.

Where is the Virtual Video Visit available?

Virtual Video Visits are available in all 50 states.

How much does the Virtual Video Visit cost?

Virtual Video Visits cost $59 per visit. If you have an insurance plan that includes telehealth as a covered benefit, your cost may be less.

What forms of payment do you accept?

We accept all major credit and debit cards, including FSA and HSA. If you use your FSA or HSA card, please note that we cannot guarantee the service will be determined to be eligible.

Keep in mind that charges for prescriptions aren't included in the cost of your visit.

Why am I required to enter my phone number?

If your visit is interrupted for any reason, the provider can use the phone number you provided to call you back and finish your conversation.

Can I have a Virtual Video Visit without first doing a symptom chat with Sydney Care?

No. In order to prepare for a Virtual Video Visit, Sydney Care will first ask you a range of questions about your symptoms. This will help the doctor quickly get familiar with what you’re feeling so you can jump right into discussing a diagnosis and treatment.

Can I have a Virtual Video Visit about more than one health issue at a time?

The Virtual Video Visit doctor will do their best to answer all your questions. A typical Virtual Video Visit is about 10-15 minutes.

I have a lot of questions. How long will the doctor talk to me?

The Virtual Video Visit doctor will do their best to answer all your questions. A typical Virtual Video Visit is about 10-15 minutes.

What if I don’t like the doctor provided to me?

You will be matched with the first available doctor and all our doctors practice the same standards of care. If for some reason, you prefer not to work with a particular doctor, you can ask them to end the chat and match you with the next available provider. We cannot accommodate requests for a specific doctor. If you have feedback about the doctor you spoke with or suggestions to improve, select the chat icon in the footer near your results to send feedback directly to our medical team.

If you are using Sydney Care through an insurance plan, you can also call the number on the back of your ID card.

I have something the doctor needs to see. Can I take a photo and share it?

At this time, photo uploads are not supported for Virtual Video Visits.

Can hearing-impaired patients chat with a Virtual Video Visit doctor?

Unfortunately, Virtual Video Visits do not currently support TTY/TDD.

I have an urgent question, is there any way to talk to a doctor faster?

No. If you have an emergency or urgent question, dial an emergency number and seek immediate care.

Can I speak to the same doctor every time?

Unfortunately, we are not able to accommodate requests for a particular doctor. All our affiliated doctors practice the same standards of care.

Can Virtual Video Visit doctors write a doctor’s note for me?

Yes. To get a sick slip through a Virtual Video Visit you must notify the doctor you need a sick slip before the visit ends. The sick slip will include the date of the visit, recommended date to return to work or school, and any restrictions.

I know what I have, how do I get a prescription for it?

Virtual Video Visit doctors can prescribe medication based on their clinical expertise and the medical conditions presented during the time of your visit. If necessary, the doctor can send prescriptions electronically to the pharmacy you select. The decision on whether or not a prescription is medically appropriate is determined by the doctor.

What should I do if the prescription the doctor sent to my pharmacy isn’t there?

If you are having an issue with a prescription, please call our prescription support team at 1-888-982-7956.

What if I need a lab test, radiology scan, physical exam, or to see a specialist?

After your Virtual Video Visit, a complete post-visit summary will be generated. All provider notes are captured in the summary and this would include the provider's recommendations for additional lab testing, radiology scans or referral to a specialist for further evaluation.

The doctor ordered a lab test. What do I do next?

If a Virtual Video Visit doctor recommends a lab test, you should schedule the test and share results with your primary care physician as directed by the online physician. All recommended follow-up would be captured in the post-visit summary that is generated upon visit completion.

Privacy

How does Sydney Care protect personal health information?

Privacy is extremely important to us. We have robust security and encryption measures that meet HIPAA guidelines to protect consumer privacy.

Why do users need to show a government photo ID to chat with a doctor?

For the Virtual Text Visit we ask for a government issued-photo ID to verify a user’s identity and prevent fraud. If the doctor would like to prescribe medication, they will ask a user for a selfie to match a user’s ID.

Can I delete my Sydney Care Symptom Checker history?

Yes. To delete your account, in the app, select the Support & Feedback option in the menu to send us a secure message. Or, you can email support@sydneycare.ai and our support team will be happy to help delete your account and/or AI chats with the Symptom Checker. However, once users have a Virtual Visit with a doctor, the professional corporation that employs the doctor is legally obligated to maintain a medical record of any doctor visits. We take all required security measures regarding these records.

What will Sydney Care do with users’ data?

We keep user information in their profile so we can provide them with the most relevant, personalized information. Users can access it whenever they want. We do not sell or rent health data to third parties. Any physician-verified information provided during users chats are used to improve the app’s medical accuracy and conversational skills.

Will Sydney Care sell my information to third parties?

No. We will never sell your information.  

If a user believes their data is inaccurate, what should they do?

If users are having trouble updating their data, or at any time they believe feel that their data is inaccurate, they can send us a note to support@sydneycare.ai using the email ID they registered in Sydney Care or by submitting a secure message via the Support & Feedback option in the app menu. We will make sure to take the appropriate actions to update their information.


Special Information for Anthem and Empire Members during the COVID-19 Public Health Emergency:

Your Anthem or Empire health plan may cover some or all of the costs for these services. Check your plan documents or the FAQs at anthem.com and empireblue.com for more information.

Why does the price shown not reflect one free text visit?

At first, regular pricing is shown along with a message that “insured pricing may vary.” Once you enter your insurance details, you’ll see any free visits you’re entitled to based on your plan.