Frequently Asked Questions

Who can use telehealth?  

If your child is currently being seen by an Arkansas Children’s provider and is signed up through MyChart, he or she might be a candidate for telehealth visits. To get started, talk to your provider’s office to see if your child is a good candidate.  

Also, sign up for MyChart to manage your child’s medical information and connect with your Arkansas Children’s medical team. All telehealth appointments are done through MyChart. 

Are there conditions that can’t be seen through telehealth? 

If you have a medical emergency, you should call 911 and go to the emergency room. 

Your provider’s office should be able to help you determine if telehealth is appropriate for your child’s condition or complaint. Some complex conditions may require an in-person visit, such as infants with fever, difficulty controlling asthma or injuries.  

Testing and labs require in-person visits. For example, if your child has a sore throat or flu symptoms, you may be asked to bring your child to the office for in-person testing (strep test, flu test, blood test). 

How do I set up a telehealth appointment? 

Contact your provider’s office directly to find out if telehealth is the best option for your child. If so, they will help you schedule a telehealth visit and confirm that you have a MyChart account for your child. 

Telehealth visits are available during regular clinic hours. 

Will the doctor or nurse have access to medical information?  Can they prescribe medicine by telehealth? 

Yes.  Your health care provider will have access to your child’s medical history – the same as a normal in-person visit. 

Prescriptions can be written by your provider based on your child’s symptoms and the ability to evaluate those symptoms through the telehealth visit. Please note, some medications can’t be prescribed with a virtual visit only.  

Is a telehealth visit secure? 

Arkansas Children’s provides a secure, private, HIPAA-compliant system that allows you to safely and confidentially consult with a health care provider through telehealth. Many telehealth visits take place from your home, so you have the ability to limit the number of people involved with the visit. Please let our provider know who is in the room during the visit. On our side, the provider will also be in a secure location and away from other people in order to protect patient confidentiality.  

Will insurance cover telehealth visits? 

Although guidelines are ever-changing, insurers are generally covering telehealth visits. If you have concerns, please talk to your insurance company before the visit. 

Will I have the option to continue with telehealth visits in the future? Is this the new norm? 

Telehealth offers a safe and convenient way for providers to evaluate and diagnose patients remotely, while practicing social distancing and reducing the spread of germs. This is especially important for patients with complex conditions or weak immune systems. We plan to continue to explore and develop the technology and processes of seeing patients through telehealth. We want to support our patients and families and give them the best health care experience possible.  

Who do I contact if I have questions about a telehealth visit? 

To get started, talk to your provider’s office to see if telehealth is an option and let them know if you have questions. If you have issues with your visit or questions about an upcoming visit, please call 501-364-2802 for assistance. This line is staffed Monday through Friday from 7:30 AM until 5 PM.