Frequently Asked Questions

Basic Telehealth Questions

What is telehealth?

Telehealth refers to the delivery of healthcare services through digital communication technologies. This includes video calls with doctors or therapists, phone consultations, messaging-based care, remote patient monitoring, and health education delivered electronically. Telehealth allows people to receive certain types of care without visiting a physical office, increasing accessibility for those in rural areas, with mobility limitations, or busy schedules. For a more detailed explanation, see our guide on what telehealth is and how it works.

How does telehealth work?

Telehealth typically works through secure video conferencing platforms, phone calls, or messaging systems. The process generally follows these steps:

• You schedule an appointment through a platform, app, or your healthcare provider's office
• You receive a link or instructions to join the virtual visit
• At the scheduled time, you connect with your healthcare provider via video or phone
• During the visit, you discuss your concerns, receive assessment and recommendations
• Prescriptions can be sent electronically to your pharmacy if needed
• Follow-up appointments are scheduled as appropriate

Some platforms also offer asynchronous communication where you send messages and receive responses within a specified timeframe, allowing flexibility in scheduling.

Online Therapy Effectiveness and Types

Is online therapy as effective as in-person therapy?

Research published in peer-reviewed journals has found that online therapy can be comparable to in-person therapy for many conditions, particularly depression, anxiety, and PTSD. A meta-analysis in the Journal of Psychological Disorders found similar outcomes between video-based therapy and face-to-face treatment. Key findings include:

• Cognitive Behavioral Therapy (CBT) delivered online shows strong effectiveness for anxiety and depression
• The therapeutic alliance (relationship between therapist and client) can develop effectively online
• Some patients report feeling more comfortable opening up from home
• Completion rates for online therapy programs are often comparable to in-person treatment

However, effectiveness varies by individual, condition, and therapeutic approach. Some people prefer in-person connection, while others thrive with online therapy. Discuss with a mental health professional to determine the best approach for your specific situation. Learn more in our complete guide to online therapy.

What types of online therapy are available?

Online therapy is available in several formats to suit different needs and preferences:

• Live video sessions: Real-time video calls most similar to traditional therapy, typically 45-60 minutes
• Phone sessions: Audio-only calls for those who prefer not to use video or have limited internet
• Text-based messaging therapy: Asynchronous communication with your therapist throughout the week
• Hybrid models: Combinations of video sessions with messaging support between appointments

Therapeutic approaches available online include:

• Cognitive Behavioral Therapy (CBT)
• Dialectical Behavior Therapy (DBT)
• Psychodynamic therapy
• EMDR for trauma
• Couples and marriage counseling
• Family therapy
• Specialized treatments for specific conditions

What platforms are used for online therapy?

Online therapy platforms fall into several categories:

• Dedicated telehealth services: BetterHelp, Talkspace, Cerebral, and similar platforms that match you with therapists
• Traditional healthcare systems: Many hospitals and clinics now offer virtual visits through patient portals
• Private practice platforms: Individual therapists using HIPAA-compliant tools like Doxy.me, SimplePractice, or Zoom for Healthcare
• Specialized services: Platforms focusing on specific needs like Brightside (depression/anxiety), Done (ADHD), or Pride Counseling (LGBTQ+)

When choosing a platform, verify it uses encryption, is HIPAA-compliant (in the US), and that providers are licensed in your state. See our comparison of top online therapy platforms for more details.

Cost and Insurance Questions

Does insurance cover telehealth services?

Many insurance plans now cover telehealth services, though coverage varies by plan, state, and service type. Since 2020, telehealth coverage has expanded significantly due to policy changes during the pandemic, many of which have been made permanent. Key points:

• Medicare covers many telehealth services including mental health visits
• Most private insurers include telehealth benefits
• Medicaid coverage varies by state
• Some plans require using specific platforms or providers
• Copays may be the same as or different from in-person visits

Before starting telehealth treatment, contact your insurance provider to:

• Verify telehealth coverage for your specific plan
• Understand your copay or coinsurance amounts
• Check if specific platforms are required
• Confirm whether mental health services have different coverage than medical visits
• Ask about any prior authorization requirements

How much does online therapy cost without insurance?

Costs vary widely depending on the platform, provider credentials, and service type. As general information (always verify current pricing directly with services):

• Subscription-based platforms: Typically $60-$100 per week for unlimited messaging plus scheduled live sessions
• Individual video sessions: $80-$250 per session with private practice therapists
• Psychiatry appointments: $150-$300 for initial evaluations, $75-$200 for follow-up medication management
• Group therapy: Often $30-$80 per session

Some platforms offer sliding scale fees based on income, and many provide payment plans or financial assistance programs. For a detailed breakdown, see our guide on telehealth costs and insurance coverage.

Are there affordable options for online mental health care?

Several options can make mental health care more affordable:

• Employee Assistance Programs (EAPs): Many employers offer free sessions through EAPs
• Community mental health centers: Offer sliding scale fees based on income
• University training clinics: Graduate students provide therapy under supervision at reduced rates
• Open Path Collective: Membership-based directory of therapists offering $30-$80 sessions
• Platform financial aid: Services like BetterHelp offer financial assistance to qualifying individuals
• Group therapy: Typically less expensive than individual sessions
• Support apps: Tools like Woebot, Wysa, or Sanvello offer free or low-cost evidence-based support

Explore all of these options in depth in our guide to free and low-cost online therapy and our telehealth cost estimator tool.

Privacy and Security Questions

Is online therapy confidential and secure?

Licensed therapists are bound by the same confidentiality requirements whether they practice online or in person. Reputable platforms protect your privacy through:

• End-to-end encryption for video and messaging
• HIPAA compliance (in the US) with strict data protection standards
• Secure login and authentication systems
• Protected health information storage

However, you play a role in maintaining privacy:

• Ensure you have a private space for sessions where you won't be overheard
• Avoid using public Wi-Fi networks for sessions
• Understand the platform's data storage and privacy policies
• Log out after sessions if using shared devices

As with in-person therapy, there are legal exceptions to confidentiality, including mandated reporting of child abuse, elder abuse, or imminent danger to self or others.

How do I protect my privacy during telehealth visits?

To help maintain privacy during telehealth appointments:

• Use a private room where you won't be interrupted or overheard
• Use headphones if others are nearby
• Use a secure, private internet connection (avoid public Wi-Fi)
• Ensure your device has current security updates
• Use strong, unique passwords for telehealth platforms
• Log out of the platform after each session
• Clear browser history if using a shared computer
• Ask your provider about their specific security measures

Technology Requirements

What technology do I need for telehealth appointments?

Basic requirements for telehealth typically include:

• Device: Smartphone, tablet, or computer with a camera and microphone
• Internet connection: Reliable broadband; minimum 1.5 Mbps recommended for smooth video
• Browser or app: Recent versions of Chrome, Firefox, Safari, or Edge; or the platform's dedicated app
• Private space: A quiet room where you can speak freely without being overheard
• Good lighting: So your provider can see you clearly

Before your first appointment:

• Test your camera and microphone
• Verify your internet speed
• Download any required apps
• Complete any registration or intake forms
• Have a phone number ready as a backup communication method

What if I have technical problems during a session?

Technical issues can happen to anyone. Most providers have backup plans in place:

• Switching to a phone call if video fails
• Rescheduling if the issue can't be resolved
• Extending the session to make up for lost time

To minimize technical issues:

• Test your device and internet connection before your first session
• Have your provider's phone number available as a backup
• Know how to troubleshoot basic issues (restarting the app, refreshing the browser)
• Ensure your device is charged or plugged in
• Close unnecessary programs that might slow your connection
• If problems persist, try joining from a different device

Conditions That Can Be Treated

What conditions can be treated through telehealth?

Many conditions can be effectively treated via telehealth. For mental health, these include:

• Anxiety disorders (generalized anxiety, social anxiety, panic disorder)
• Depression and mood disorders
• Post-traumatic stress disorder (PTSD)
• Obsessive-compulsive disorder (OCD)
• Eating disorders (often in combination with other care)
• ADHD
• Insomnia and sleep disorders
• Stress management and burnout
• Relationship and family issues
• Grief and loss
• Substance use disorders (often as part of comprehensive treatment)

Medical telehealth can address:

• Cold, flu, and respiratory symptoms
• Skin conditions (teledermatology)
• Medication refills and management
• Chronic disease management (diabetes, hypertension)
• Follow-up care after procedures or hospitalizations
• Minor infections
• Allergies

However, emergencies, conditions requiring physical examination, severe acute illness, and certain procedures require in-person care.

Finding the Right Provider

How do I find the right online therapist or provider?

Finding the right therapist involves several considerations:

• Identify your needs: What issues do you want to address? Do you need specific expertise (trauma, ADHD, relationship issues)?
• Check credentials: Verify the provider is licensed in your state. Look for appropriate credentials (LCSW, LPC, LMFT, PhD, PsyD, MD)
• Consider specializations: Some therapists specialize in specific populations (LGBTQ+, veterans, adolescents) or approaches (CBT, DBT, EMDR)
• Review profiles: Read about therapists' backgrounds, approaches, and what clients can expect
• Cultural considerations: If important to you, look for culturally competent care or therapists who share relevant background
• Practical factors: Availability, session format preferences, and cost

Many platforms offer therapist matching based on your preferences. Consider scheduling initial consultations with a few therapists to find the right fit. A strong therapeutic relationship is one of the best predictors of successful treatment. Read more in our guide to choosing the right online therapy platform and verifying therapist credentials.

What should I expect in my first online therapy session?

First sessions typically focus on intake and assessment. Your therapist will want to understand:

• Your reasons for seeking therapy
• Current symptoms and how they affect your daily life
• Mental health history, including previous treatment
• Medical history and current medications
• Family background and support system
• What you hope to achieve through therapy

The therapist will also:

• Explain their therapeutic approach
• Discuss confidentiality and its limits
• Answer your questions about the process
• Begin developing a treatment plan together

It's normal to feel nervous before your first session. A good therapist will help you feel comfortable and set the pace together. The first session is also your opportunity to assess whether this therapist feels like a good fit for you. See our detailed guide on what to expect in your first online therapy session.

How do I prepare for a telehealth appointment?

Good preparation helps you get the most from your telehealth visit:

• Technical setup: Test your technology beforehand, find a private quiet space, have a backup phone number ready
• Information to gather: List of current medications, relevant medical records, insurance information
• Prepare your thoughts: Write down symptoms, questions, or topics you want to discuss
• Environment: Ensure good lighting, minimize distractions, have water nearby
• Timing: Log in a few minutes early to troubleshoot any issues

For therapy sessions specifically, consider journaling beforehand about what you want to work on or any insights since your last session. Our telehealth appointment preparation guide includes a complete checklist.

Limitations and When to Seek In-Person Care

What are the limitations of telehealth?

While telehealth offers many benefits, it has important limitations:

• Physical examination: Providers cannot perform hands-on exams, listen to your heart/lungs, or palpate for abnormalities
• Diagnostic testing: Lab work, imaging, and other tests require in-person visits
• Emergency care: Emergencies require immediate in-person treatment
• Procedures: Any medical procedures must be done in person
• Observation: Some nuances of body language and behavior are harder to observe virtually
• Technical barriers: Requires reliable internet and technology, which not everyone has
• Privacy challenges: Not everyone has a private space for sensitive conversations
• Medication restrictions: Prescribing controlled substances may have limitations in telehealth settings
• Personal preference: Some people simply feel more comfortable with face-to-face interaction

When should I seek in-person care instead of telehealth?

Seek in-person care for the following situations:

• Medical emergencies: Chest pain, difficulty breathing, severe injuries, signs of stroke, allergic reactions
• Mental health crises: Active suicidal ideation with a plan, psychosis, severe self-harm
• Physical examination needed: Suspicious lumps, moles, severe or unexplained pain, injuries
• Diagnostic testing: When lab work, X-rays, or other imaging is required
• Severe mental illness: Conditions requiring intensive outpatient or inpatient treatment
• Procedures: Any medical procedure or surgery
• Treatment not progressing: When telehealth doesn't seem to be meeting your needs

When in doubt, consult with your provider about the appropriate level of care for your situation.

Can I get prescriptions through telehealth?

Yes, many telehealth providers can prescribe medications. Key points about telehealth prescriptions:

• Prescriptions are typically sent electronically to your pharmacy
• Many common medications can be prescribed after a telehealth evaluation
• Psychiatrists and psychiatric nurse practitioners can prescribe psychiatric medications
• Medication management and refills work well through telehealth

However, there are restrictions:

• Controlled substances (certain ADHD medications, benzodiazepines, opioids) have varying regulations by state
• Some controlled substances require an initial in-person evaluation
• DEA regulations may limit telehealth prescribing of certain medications
• Your prescriber will discuss what can be prescribed in your specific situation

Always discuss medication options, potential side effects, and monitoring requirements with your prescriber.

About This Website

Does Telehealth Navigator AI provide therapy or medical advice?

No. Telehealth Navigator AI is an informational resource only. We do not provide:

• Therapy or counseling services
• Medical advice or diagnoses
• Treatment recommendations
• Prescriptions
• Crisis intervention

Our AI chat feature provides general educational information about telehealth options. It is not a substitute for professional care. Always consult with licensed healthcare professionals for personalized guidance and treatment.

Is Telehealth Navigator AI a crisis service?

No. This website is not equipped to handle emergencies or crisis situations. If you are in danger or experiencing a mental health crisis, please contact:

• 911 (in the United States) for emergencies
• 988 (Suicide and Crisis Lifeline in the US) - call or text
• Crisis Text Line: Text HOME to 741741
• Your local emergency services
• A trusted person who can help you get immediate care
• Your nearest emergency room

If you're outside the US, please contact your local emergency number or crisis hotline.