Frequently Asked Questions

Virtual primary care: How it works

Honestly, I just don’t understand. How can all my care be virtual?

You will be surprised at the amount of medical care that can be done online. Plus, once enrolled, you’ll receive a Welcome Kit. Tailored to you, it includes tools to assist with your care, such as monitoring blood pressure, weight and temperature. When in-person care is needed, we’ll help coordinate that for you. Additional costs apply to all in-person visits.

How does the Center for Virtual Health differ from a regular doctor’s office?

With a traditional practice, a patient will usually have to go to the doctor’s office in person. In some cases, a telehealth visit may be available during regular office hours. With Virtual Primary Care, you can receive 24/7 care from a smartphone, tablet, or computer. We are open 7-days a week for appointments and available for texting when you need us. You do not need to battle traffic or sit in a waiting room. What’s more, with our virtual primary care you will get a FREE Welcome Kit that includes medical devices that will help you stay on top of your health.

Once a patient, what is the easiest way to connect with my care team?

The easiest way is to send a text message to your care team by using our secure platform called Twistle.

What is a WOW plan?

A WOW Plan or Working on Wellness plan is a customized health plan that you and your provider create to improve your health and wellness. This could include goals for better sleep, more steps, more frequent exercise, and even smoking cessation.

What do I do if I need in-person care?

There will be times when in-person care is appropriate. For example, you may need in-person care for services like diagnostic testing, point-of-care testing, physicals, or even the removal of stitches. In cases like these, the Virtual Primary Care team will coordinate care for you at a convenient location in Newark. Additional costs apply to all in-person visits.

When your care requires urgent or emergency attention, your provider may recommend that you obtain care at an Urgent Care facility close to you, or the nearest emergency room.

Are there any services that are excluded?

The Center for Virtual Health offers convenient and accessible virtual visits with our providers, as well as 24/7 access to secure text messaging with your care team. Members need insurance for services such as emergency room visits, lab tests, diagnostic imaging, and specialist referrals. If you have any questions about your insurance coverage or what services may require it, please feel free to contact our office.

Excluded Services include, but are not limited to the following:

  • Vaccines
  • Prescriptions
  • Medical tests
  • Durable medical equipment
  • Specialty Care
  • Long-term behavioral health therapy
  • Ancillary Services – Imaging, Labs, Rehab
  • Procedures

Additional costs apply to all in-person visits.

Who are our expert providers?

Who are the primary care providers in the virtual practice?

You can see the care team by clicking here. Each provider has an assigned nurse and Patient Digital Ambassador (PDA). Our care team also includes behavioral health consultants and a pharmacist.

Will I be able to choose who I want as my primary care provider?

Primary Care Patients will be able to choose from the current providers. 

There is currently one provider available for virtual headache services.

Why do I even need a primary care provider?

Your primary care provider manages your day-to-day health needs and becomes your “medical home” — a place where you can build a relationship with your health care provider and seek medical advice for problems large and small. Your primary care provider cares for you through examinations, preventive health screenings, chronic disease management, care for acute illnesses and more.

What is a Patient Digital Ambassador (PDA)?

The PDA is a medical and office assistant who can help you every step of the way. Not only is your PDA your liaison to your provider, he or she is also a technology master that can troubleshoot any digital issues.

A step-by-step guide to Virtual Care

How do I begin receiving primary care from the Center for Virtual Health?

You can sign up to join the practice by filling out the form on the program that fits your needs, or by calling 302-428-2400.

How much does the service cost?

The ChristianaCare Center for Virtual Health offers several different virtual primary care services.

Monthly Membership Virtual Primary Care
If you are looking for a more convenient healthcare option, the Center for Virtual Health offers a unique virtual membership option for you and your family. For more details and costs breakdown, please click here.

Employer/Insurance Company Sponsored Primary Care
ChristianaCare has partnered with some employers and insurance companies to provide you with virtual primary care, at zero cost. That means no copays!

Additional costs will apply for all in-person visits.

For more details and to check eligibility for those programs, please visit the eligibility tab below. 

Who is eligible for Virtual Primary Health Care?

Virtual Primary Care Services are available to patients located in Delaware, Pennsylvania, Maryland, and New Jersey.

New Virtual Primary Care Members

  • Children and adolescents ages 6 and older
    • Individuals (adults and children aged 6+) who are not a participant or beneficiary under any federal or state health care program (Medicare, Medicaid, Tricare).

ChristianaCare Employees / Dependents

  • Member is a covered beneficiary of ChristianaCare Highmark insurance.
    • Covered dependents, including children.
      • Children and adolescents ages 6 and older

Employer Sponsored Primary Care

  • Age 18 and older
    • Member is a covered beneficiary of the employer insurance with a qualifying plan. (silver and gold plans at Diamond State Masonry / Ricore / Rizzo&Sons and Sobieski, excludes bronze for both

Highmark BCBS DE

  • Age 18 and older
    • Highmark Commercial
    • Highmark ACA
    • Member is a covered beneficiary of Highmark’s Employee Insurance
      • *ChristianaCare Virtual Health is an optional benefit. To be eligible for ChristianaCare Virtual Health, Highmark team members must reside in the state of Delaware, or in Delaware or Chester County, PA. If you are enrolled in a high-deductible plan you are not eligible to enroll.

        For questions about eligibility or coverage, please call the member services number on the back of your Highmark insurance card.
Can I sign up and keep my current Primary Care Provider (PCP)?

No, by signing up with us, the Center for Virtual Health will become your new PCP.

Do I need to transfer my records from my current provider to the Center for Virtual Health?

If you’ve been receiving care from a ChristianaCare primary care practice, you do not need to transfer records. If your current provider is not part of ChristianaCare, we can assist you with having your records transferred.

Learn more about pediatric virtual visits (Age 6-17)

How does the Center for Virtual Health differ from a pediatrician’s office?

Virtual Primary Care differs from traditional pediatrician’s office in that you can access care 24/7 without the need to battle traffic or sit in waiting rooms. The care your child will receive from the Virtual Primary Care team will be personalized and fully coordinated.

Our convenient, extended hours allow you to connect your child with care quickly and around your family’s busy schedule. There are also expanded opportunities for age-appropriate counseling and guidance.

Can I sign my child up for virtual care and keep our pediatrician?

No, by signing up with us, a primary care provider in the Center for Virtual Health will become your new pediatrician.

Do children get their own Patient Digital Ambassador?

Yes, every patient in the Center for Virtual Health is assigned a Patient Digital Ambassador. The PDA is a medical and office assistant who can help you every step of the way. Not only is your PDA your liaison to your provider, he or she is also a technology master that can trouble shoot any digital issues.

What do I do if my child needs in-person care?

There are options to receive in-person care if the need arises. In a life-threatening situation, or upon direction from your care team, go to the Emergency Department. For urgent needs, your care team may direct you to a ChristianaCare-GoHealth Urgent Care Center. After a virtual visit, your provider may suggest you get in-person care and will help you connect with the right specialist, lab, or imaging facility; additional costs will apply to all in-person visits. School vaccinations and sports physicals can be performed via home visit or coordinated between the virtual primary care practice and a local community partner.

Can the Center for Virtual Health address my child’s unique health concerns?

Yes, our personalized and coordinated care is ideal for chronic conditions such as ADHD and depression and anxiety. Our care is also convenient for managing other chronic health conditions such as asthma and allergies. We provide team-based care for our patients which includes experts in behavioral health, clinical pharmacology, nursing and social work.