Q & A

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  • Can I talk to the same doctor every time?

    When you request a real physician to join your chat, you can choose from the list of active providers. Those providers may have different availability at any given time.

  • Can I use the medical AI chat without creating a HelloWell account?

    To chat with the medical AI, you will just need to confirm some basic personal information, since the service is intended for individuals ages 18+.

  • Do I have to be an AdventHealth patient to use HelloWell?

    No. If you add a real doctor to a chat and do not have an AdventHealth Account or connected health records, a new Epic health record will be created for you. This does not create an AdventHealth Account, only a medical record.

  • Do I have to connect my health records?

    You do not have to connect your health records to use the medical AI chat feature within HelloWell. Doing so gives the AI more personal context to help tailor answers to you, but is optional.

  • Does verification through CLEAR mean I have a CLEAR account now?

    No; identity verification alone does not create a CLEAR account or give you access to CLEAR services, like expedited airport security checks. If you have a paid CLEAR account already, it will be used to help HelloWell verify your identity.

  • How are you verifying my account?

    If the information you provide does not match an existing Epic health record we find, we will use CLEAR identity verification to securely connect your health record information to HelloWell. CLEAR performs certain checks on the information that you provide to us to verify your identity and may share information about these checks with HelloWell. This may include checks to confirm that you are the person associated with your health records, and that the information you provide is accurate. This typically uses a facial photo and ID photo.

  • How is HelloWell different from the AdventHealth app?

    The AdventHealth app is still your home for connecting with your care team, scheduling appointments, getting lab results, viewing records, requesting video visits, chatting with your Care Advocate and managing other aspects of your and your family’s care. HelloWell is a separate platform that offers connection between your health records and your daily wearable data. You can interact with your own medical AI and a real doctor, when needed. The doctor(s) you chat with through HelloWell will not be your existing AdventHealth provider(s) and will not become part of your care team within your AdventHealth app.

  • Is there a cost to join HelloWell?

    There is no cost to join HelloWell and use the medical AI chat.

  • Is there a cost to talk to a doctor?

    During the pilot phase, there is no cost. In the future, a cost may be associated with physician interactions. Your medical AI chat is always free.

  • What is the pilot group for?

    The pilot group will be the first to use the HelloWell app. The pilot is intended to include Great Lakes Region team members plus invited guests, which may be up to three family members or friends (ages 18+) per team member living in the greater Chicago metro area. The pilot group has the opportunity to experience this service first, and provide valuable feedback that can help us further develop and advance HelloWell before access is opened to other markets.