Frequently Asked Questions

Thank you for your interest in Sydney Care. You'll find answers to common questions below. If you need further support, please contact us at support@sydneycare.ai. Include the reason for contacting support in the subject line; include the email used during app registration, your first and last name, and any relevant details in the body of the email.

General

What is Sydney Care?

Sydney Care is a digital care access platform offering a suite of health services via a downloadable app.

  • Symptom Checker: Personalized, AI-driven chat functionality that can understand the symptoms users indicate and provide them with knowledge about how others were diagnosed and treated. Sydney Care offers two options (below) to follow-up on the information provided during the Symptom Checker dialogue.
  • Virtual Text Visit: Enables consumers to connect directly with a board-certified physician via text chat, should consumers desire to have a chat-based clinical evaluation. When appropriate, these physicians can prescribe medication, order lab work and/or suggest the type of specialist they may want to consult.
  • Virtual Video Visit: The Virtual Video Visit option –through LiveHealth Online – is a secure, two-way video chat with aboard-certified doctor. These physicians can also prescribe medication, order labs or do specialist recommendations.

Why should I use Sydney Care?

The Symptom Checker health dialogue with Sydney Care is free, and each dialogue is unique. The dialogues take just a few minutes to complete and afterward consumers receive information about how “people like me” were treated given similar symptoms. The Virtual Visits enable consumers to take the next step and receive personalized, one-on-one care from a doctor.

How does the AI (Artificial Intelligence) work?

The AI is based on 2+ billion anonymous clinical data points recorded by doctors over the past 20 years to learn how medicine works in the real world. Sydney Care is a newest generation of Machine Learning technology that continuously learns from experience and thus tends to be more current and accurate than previous generations of systems on the market that are based on statically coding clinical rules into a computer system. Within minutes, consumers will see how others with the same or similar symptoms were diagnosed and treated when reporting the same symptoms. 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 can use this app?

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

When is it appropriate to use Sydney Care?

While Sydney Care should not replace a Primary Care Physician, it can be used as a first line of defense if a consumer’s 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, pregnancy, or injuries such as burns or cuts, but we are working to add new conditions and specialties everyday. In emergencies, we always recommend consumers seek immediate medical attention or call an emergency number.

Does someone have 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.

Who are these "People Like Me"?

Sydney Care compares the information given to us when registering to people with the same age, sex, symptoms and medical history, a group we call “People Like Me.” Sydney Care learned from the 2 billion data points from the experience of many doctors. As consumers answer questions, the People Like Me group is customized so we can show how cases like theirs were diagnosed and treated by doctors.

Who are the doctors consumers are texting or “chatting” with in the chat feature? What are their certifications and are they based in the U.S.?

Healthcare providers that are taking part in the texting and chatting are license, board-certified physicians.

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

At this time, Sydney Care is designed to handle symptom inputs for the registered user TheSydney Care team aims to add this functionality at a later date. It can only be used for those aged 18-85.

General Symptom Checker Questions

What if I can’t find my symptom?

The Sydney Care Symptom Checker recognizes the most common symptoms addressed by primary care doctors, but every week the team adds more symptoms to the system based on feedback from users. If you cannot find a symptom that describes what you are feeling, we recommend talking to your doctor about your symptoms or starting a Virtual Visit. You can also then email us at support@sydneycare.ai so our team can take a look.

If it is an emergency, seek immediate care or dial an emergency number.

How do I edit an answer?

You can change the most recent answer in the chat by tapping the ↶ arrow. If you need to change answers from earlier in the chat, start a new chat from the main screen. If you want to delete a chat from the main screen, swipe it to the side to reveal the delete button.

How does Sydney Care know which questions to ask?

We 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 diseases 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. The average experience takes just a few minutes.

How do I delete a Symptom Checker dialogue?

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

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 when you have your Virtual Visit with a doctor. 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.

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 tapping “My Medical Profile” from the main screen, or by tapping your name in the menu.

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, or you may choose to speak to your primary care doctor or visit an urgent care center or go to the emergency department, depending on the urgency of your symptoms. Lastly, we would love your feedback if you feel your results did not match your symptoms. Tap the chat icon in the footer near your results to send feedback directly to our medical team.

Virtual Text Visit Questions

Who are the doctors in the Virtual Text Visit?

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

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

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

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

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

What conditions can be treated through the Virtual Text Visit?

The text chat and virtual visit doctors can address most primary care conditions, including acute issues, women’s health, and chronic conditions. Sydney Care cannot address orthopedics, dermatology, pregnancy, or injuries like burns or cuts.

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, EST. If you feel you are having an emergency, please seek immediate medical attention. Any delays in service will be communicated.
  • Virtual Video Visit: Doctors are available 24/7 through LiveHealth Online.

Where is the Virtual Text Visit available?

The Symptom Checker is available in the 50 states of the United States. Due to state regulations, Virtual Text Visit is currently not available in the following states: AK, AR, DE, HI, LA, ND, NH, NM, OR. Virtual Text Visit is expected to be available in the 48 continental within the next couple weeks.

How much does a Virtual Text Visit cost?

Virtual Text Visits costs $19 per visit.

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 one. We cannot accommodate requests for a specific doctor. If you have feedback about your doctor or suggestions to improve, email us at support@sydneycare.ai. If you are using Sydney Care through an insurance plan, you can also call the number on the back of your ID card.

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 Visit. If you have unrelated symptoms, start a new chat 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?

Your doctor within the Virtual Text Visit will do their best to answer all your questions. There is no time limit on a chat, or any limit on the questions you can ask.

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, Sydney Care and chatting with a doctor are both 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.

Virtual Video Visit Questions

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.

How much does the Virtual Video Visit cost?

Virtual Video Visits – through LiveHealth Online – cost $59 per visit.

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

  • Virtual Video Visit: Doctors are available 24/7 through LiveHealth Online.
  • Virtual Text Visit: Doctors are available every day of the week from 11AM-11PM, EST. If you feel you are having an emergency, please seek immediate medical attention. Any delays in service will be communicated.

How long is a Virtual Video Visit?

A typical video doctor is about 10 - 15 minutes.

What common health concerns can be treated through a Virtual Video Visit?

  • Abrasions, minor wounds
  • Acne
  • Anxiety
  • Asthma
  • Allergies/allergic rhinitis
  • Backpain
  • Cough/Cold
  • Depression
  • Diabetes/hypoglycemia
  • Diarrhea
  • Ear pain
  • Fever
  • Headache/migraine
  • Hypertension
  • Incontinence
  • Influenza/flu
  • Insomnia
  • 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 maybe experiencing an emergency, call an emergency number.

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

The doctors you see using the Virtual Video Visit – through LiveHealth Online – 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:

  • Gapentin (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 doctor I see prescribe birth control?

The doctors you see using Virtual Video Visit – through LiveHealth Online – 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 could issue this type of prescription.

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

The doctors you see using Virtual Video Visit – through LiveHealth Online – 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 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 the patient will get further refills from his/her physician.

Where is the Virtual Video Visit available?

The Symptom Checker and Virtual Video Visits are available in all 50 states.

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 and Europe’s GDPR 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 consumers delete their Sydney Care Symptom Checker history?

Yes. They can email support@sydneycare.ai and our support team will be happy to help delete the user’s 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. They 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 or by submitting a message via the app. We will make sure to take the appropriate actions to update their information.