Telemedicine

The newest way to communicate with our patients

What you can expect from OrthoTennessee

OrthoTennessee has a new patient outreach platform to better communicate with our patients. The good news is there is no need to download any apps for this service! There are three types of communication you might receive from us. Take a look.

No 1. You could receive a no-reply text message from one of our staff.

This could be a reminder, update or request for information. It will be a simple text message that could look like this.

No 2. You could receive a link to a secure conversation.

This allows you to communicate via text with the OrthoTennessee staff or provider who sent the link. You can discuss private information securely and even send photos. After the staff member ends the conversation, you will be able to access the link to review the conversation for up to one week after the last message was sent.

NOTE: When you first open a secure link from us, it will ask you to enter your date of birth. This is needed to create a PIN, which you will use to access your private messages going forward. If you are a family member, please be prepared with the patient’s date of birth.

No 3. You could receive a link to a secure video meeting.

After clicking the link, you will need to acknowledge that you are entering a telehealth visit. Following that step, you will be launched immediately into a video session.

NOTE: This link can be sent to your phone or email depending on the device you use. The first time you use this service, you may be asked to grant permission to access the phone and microphone on that device.

Please remember:

This service is not meant for emergencies. OrthoTennessee staff members may not answer immediately as they could be helping other patients. If there is an emergency, please call 911 rather than attempting to contact us through messaging.

Connecting with our patients, family and caregivers is important to us. Thank you for letting OrthoTennessee be a part of improving your life!

FAQ

Q: What is telemedicine?
A: Telemedicine is the delivery of healthcare using telecommunication methods. Telemedicine services allow patients to visit with a doctor via video as a convenient alternative to coming in person to an office or clinic. Knoxville Orthopaedic Clinic has partnered with PerfectServe to offer this service using HIPAA-compliant secure video chat.

Q: Will my insurance pay for a telemedicine appointment?
A: Most insurances, including Medicare and Medicaid, now cover telemedicine visit options to ensure you get the necessary care while following current social distancing guidelines. Co-pays apply as they would for a standard office visit and are specific to your insurance plan. You can contact your insurance provider prior to the visit to determine your plan’s coverage.

Q: How do I schedule a telemedicine appointment?
A: To schedule a telemedicine visit, call 865-558-4444. If you're using the KOC appointment app, request a telemedicine visit in the comment section. Once your appointment has been scheduled, you will receive further instructions via email and/or a phone call prior to your appointment. 

Q: Is there an extra cost for a telemedicine appointment?
A: No, there is no extra cost to the patient. We bill insurance using similar codes as an in-person visit.

Q: I have never been to a doctor at KOC. Can I schedule a telemedicine appointment for my first visit?
A: To determine if you are eligible to use the telemedicine option, please contact us at 865-558-4444.

Q: What device or technology will I need to participate in a telemedicine appointment?
A: To discuss treatment, the doctor needs to be able to see you and your injury through your device. This device must be able to make phone calls and have video capabilities, a microphone, and audio. Your mobile phone, either iOS or Android, computer or tablet are acceptable methods. You also must have a reliable, high-speed internet connection via home-based Internet service such as WiFi or a cellular data connection with LTE, 4G or 3G service. 

Q: Are additional treatments or prescriptions provided via telemedicine?
A: Your KOC provider can order testing such as MRI, CT, electrodiagnostic studies (EMG/NCS) and X-rays. Treatments including injections, prescriptions for physical or occupational therapy, prescription medications and bracing also can be ordered.

Q: What if I need help accessing the telemedicine service or am late because I can’t connect?
A: For all technical issues, please contact us by calling 865-558-4444.