Q & A

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  • When should I see a doctor for heart health concerns?

    It’s a good idea to visit your doctor regularly to check your heart health so you can catch issues early before they become serious.

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  • Can I talk to the same licensed clinician every time?

    When you request a doctor to join your chat, you can choose from the list of active clinicians who are available at that time. Different 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 existing AdventHealth patient to use HelloWell?

    No. However, if you add a licensed clinician to a chat and do not have an AdventHealth Account or connected health records, you will need to review and agree to the AdventHealth Admission Agreement, which will establish you as an AdventHealth patient.

  • 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 HelloWell Account?

    If you are an existing AdventHealth patient, we verify your identification and personal information with your existing AdventHealth records. If the information you provide does not match an existing AdventHealth record we find, or we require additional confirmation, we will use CLEAR identity verification to confirm your identity. CLEAR performs certain checks on the information 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 AdventHealth Account, and that the information you provide is accurate. This typically uses a facial photo and ID photo. For more information about CLEAR Technology, please see the Privacy Policy.

  • 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 your health records, requesting video visits, chatting with your Care Advocate and managing other aspects of your and your family’s care. HelloWell is a digital companion application that enables you to interact with the HelloWell chat and a licensed healthcare provider, when needed. The licensed healthcare provider(s) you chat and interact with through HelloWell are in addition to your existing AdventHealth healthcare provider(s) but are separate from 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.