Which physicians can use RelayHealth?
Our initial launch will include Aetna participating primary care physicians (PCPs), specifically those in family practice, general medicine, internal medicine, pediatrics and ob/gyn in California and Florida. We may include specialists in the future.

How does a webVisit® work?
The RelayHealth webVisit® is an online consultation that uses dynamic clinical interviews on over 145 topics to capture the information you need - and documents it for you in a concise clinical note that can be printed and added to the patient file or pasted into an electronic medical record.

RelayHealth automatically checks patient eligibility for webVisit reimbursement and submits the claim to Aetna on your behalf using an approved CPT code for online consultations. For your patients with other health plans you may choose to charge them an out-of-pocket fee.

Is there a charge for patients to use this service?
Patients are charged only the copay or coinsurance they pay for office visits. They are not charged for any other RelayHealth services, such as requesting an appointment, obtaining lab results or requesting a prescription refill.

A webVisit will be covered by Aetna for members in California or Florida. A member's financial responsibility for a webVisit is the same as it is for an office visit. Any required copays or deductibles will be applied in the same manner they are applied for office visits. This includes plans that have HealthFunds when the fund limit is exhausted.

How does reimbursement work?
Your Aetna patient's copay is collected via credit card through the RelayHealth service as part of the interaction; you do not need to collect the copay. RelayHealth will submit a claim for the remaining amount to Aetna so that you will receive your reimbursement for the webVisit.

For all your other patients, RelayHealth collects your out-of-pocket charge directly from the patient's credit card - getting your practice paid without the overhead costs of billing.

How will this help my practice?
For many doctors, the ability to discuss non-emergency conditions online with their patients can save time and money. Doctors may find that online, structured communications:

• Help you quickly determine key patient information
• Decrease misinterpretations caused by language barriers
• Provide you with a more accurate record of conversations with patients
• Help you gather details about patient conditions in an organized way
• Send patient and staff messages to the right member of your team, resulting in a more efficient use of staff
• Allow staff to send online "reminders" to patients about regular health check-ups or upcoming appointments, rather than making a phone call or mailing a letter
• Offer you the flexibility to respond to patients' e-mails at any time
• Mean you can be paid for the time you spend consulting patients online

Will I be overwhelmed with messages?

• Even practices with 500+ patients online should find the volume manageable with just a few messages per week - and preferable to interrupting phone calls or unnecessary visits.
• Results have shown up to an 18% reduction in phone call volume - independent studies by RelayHealth customers show that this form of communication takes fewer "tries" to complete an interaction, and can actually reduce phone volume and administrative time spent on patient communication.

Does my liability increase/change with online visits?
In RelayHealth's experience, the service does not increase physicians' liability. In fact, it could possibly decrease liability since the patient/provider communication is fully documented. If you would like to ask your medical malpractice insurer about this service, RelayHealth can provide doctors' documents and sample communications. All communications within the RelayHealth service, including the online visits, meet HIPAA guidelines.

How do my patients find out about RelayHealth?
RelayHealth provides you with point-of-care materials to help you and your staff introduce your patients to your online office.

The "Invite Patients" feature in RelayHealth allows your office to send e-mail invitations to patients to connect with your office online. Just collect your patients' email addresses.

Alternately, RelayHealth can do a Patient Upload of basic information from your practice management system or electronic medical record so you can start benefiting from electronic prescribing now.

How will Aetna members enroll and use these online services?

• To begin, a member must already have an established relationship with a physician before online services can be used. The member's physician must be participating in Aetna's network, and must also be registered as a participating provider in the RelayHealth network.
• A demonstration of how a member can use this online capability is available on www.RelayHealth.com. Members, plan sponsors and physicians can visit this website to view the online demo.
• For the initial launch, members can learn more about this service and the participating physicians in a section called "My Doctor Online" located on DocFind. Links to the RelayHealth website are also available from DocFind.
• Members wishing to use this service and have Aetna cover it may do so after the May 3 launch date.

How quickly can the service be deployed in my practice?
Professional RelayHealth staff can have the service up and running in one day.

How do I get started using RelayHealth?
It's easy to configure to your practice workflow and rapid to deploy. You can easily customize the service to route messages to the appropriate person or team.

It's easy to learn and use. Once you're registered, you can sign in to your account and click "Start a Training Session." You can practice with training messages prior to going "live" with patients.

How much does the secure online communication service cost?
Physicians who contract with RelayHealth pay a monthly fee. Rates for medical groups also are available. Physicians who are interested in learning more about RelayHealth can call 1-866-735-2963.

Who do I contact for more information about the program?
You can contact RelayHealth for more details: info@relayhealth.com or 866-735-2963.