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  • What are the limits of what your telehealth service can deliver to patients - does it provide preventive care; can it help patients with chronic or critical illnesses?
    A: Giving Health provides immediate access to doctors and counselors for non-emergency common acute illnesses or minor injuries that might otherwise be treated by a primary care physician or urgent care facility. Think of our service as Virtual Urgent Care for routine/common acute conditions. This program does not diagnose, treat, or manage chronic disease nor does it provide access to preventive care or labs for example. A. Giving Health is launching a Virtual Primary Care program that will create a patient – doctor relationship and provide access to lab services that together will allow for the identification of risk factors and pre-existing chronic conditions, many of which can be treated in this program. A. Like our medical program, our counseling services are focused on common/acute conditions that are not complex cases. However, as part of our Virtual Primary Care program, members will have access to tele-psychiatry and tele-psychology services so that more complex conditions can be treated to include the prescription of mental health medications that can not be ordered as part of our Virtual Urgent Care program.
  • Can you provide examples of the types of ailments that can be treated by your telehealth service?
    A. Millions of telehealth consultations were conducted by our telehealth provider over the last several years the following are examples of the types of conditions that were treated: Acute Sinusitis; Acute Bronchitis; Upper Respiratory Infection, and Acute Pharyngitis. Urinary Tract Infection, Hemorrhoids Allergies, Asthma, Cold/Flu, Fever, Sore Throat, Nausea, and Headaches Constipation and Diarrhea Rashes, Infections, Skin Inflammations, and Small Wounds Sports Injuries, Joint Aches/Pains Pink Eye and Minor Pediatric Ailments A. Examples of prescriptions that were ordered: Z-Pak Medrol Amoxicillin Augmentin Tamiflu A. Examples of counseling services and the needs that were addressed: Stress, anxiety, and depression Family, Marital, Parenting and Divorce Issues Death, Critical Illness, and Grief Anger management and communications skills Work and other relationship concerns
  • What is Social Care?
    A. Social care is Giving Health’s program that addresses the non-medical social factors that directly impact the health and well being of our members. Commonly referred to as the Social Determinants of Health, these social factors include housing, food, employment, utility, and transportation insecurities that have a direct adverse impact on physical and mental health over time if not addressed. A. Giving Health has a staff of Volunteer Health Advocates who are supervised by our Director of Social Care. Social Care needs are identified during member intake or as part of a survey process. Our VHAs will then research community resources that are available to address those needs and we will help our members connect to those resources.
  • What are the eligibility criteria that you will use to determine who should receive the telehealth service?
    A. We partner with healthcare providers and community organizations that are assisting underserved communities, the working poor and uninsured. We leverage their screening processes to identify eligible members for our program and to minimize the intrusion on their clients. A. If a partner does not have a screening process that can validate the need for our telehealth service, Giving Health will use the following criteria to assign memberships: No health insurance. Annual household income is not more than 200 percent of the Federal Poverty Line (FPL).
  • How are prescription medications handled if a patient can't afford their medications?
    A. Generic drugs are used in place of brand drugs when available to reduce costs. Our service is partnered with Rx Valet, which offers discounts on many prescription medications. A. Prescriptions are not paid for by our program. The prescription will be sent to the member’s preferred pharmacy. The member is responsible for paying for their medication at the point of sale. A. We are building relationships with pharmacies that have established free Rx programs and are partnered with The Good Pill, which is a non-profit mail order pharmacy that provides significant discounts on medications used to manage chronic conditions. A. We educate members on how to pursue medication discounts and will be including a tips memo that offers suggestions on how our new members can access discounts.
  • How hard is it to access doctors or counselors - are they really available 24 hours a day, 7 days a week?
    A. Yes, our doctors and counselors are available 7 days a week 24 hours a day! A. Our telehealth service guarantees a telephonic or video response from a doctor within 2 hours of a request for a medical consultation. The response time for telephonic consultations can be as little as 10 mins. A. There are no limits on the duration of a medical consultation or how often members can use the service. A. There are times during the year, like flu season, when the volume of calls may delay physician response times A. The counseling service operates differently than the medical service. A call line is staffed 24hrs a day, 7 days a week that is prepared to address immediate/urgent counseling needs. At the end of the initial call, the patient will be referred to a counselor who will connect within 24-48 hours to establish a virtual counseling schedule with the member. Counseling is scheduled in 45-minute sessions.
  • How does your telehealth service coordinate with other health insurance?
    A. Telehealth is not insurance. It does not coordinate with other forms of insurance and does not affect eligibility or subsidies associated with State or Federal healthcare programs. A. For members who are patients of a clinic, consultation notes can be forwarded for uploading in the patient's electronic medical record which can then be shared with any of the patient's care providers.
  • What are the licensing and certification requirements for doctors and counselors who deliver telehealth services?
    A. Physicians and counselors must meet the licensing and certification requirements of the State where they practice. Additionally, they’ve undergone a rigorous assessment process that includes background checks and a multi-stage interview process. A. Physicians have an average of 9 years of experience in emergency medicine, internal medicine, family medicine, or pediatrics, and have successfully demonstrated their medical treatment proficiency through participation in exercise scenarios that address common and rare/out of the ordinary situations. A. Counselors have at least 5 years of experience in Marriage and Family Counseling or Social Work and have earned a Master’s Degrees in their chosen field of work.
  • How does your telehealth service address quality assurance?
    A. All medical consultations are recorded and are accessible for review. Giving Health reviews all medical consultations and follows up with post utilization surveys to obtain feedback on how members’ perceived their interaction with the doctor. A. Giving Health does not access ANY mental health records, notes, recordings, etc. Members have the ability to access counseling without Giving Health awareness. Members can request Giving Health assistance with intake, follow-up, and referral to virtual or in-person psychiatry and psychology services.
  • How do you track the results of a consultation?
    A. Members are asked to answer several survey questions before and after their medical consultation. Their answers offer useful data that helps us to: Track the types of ailments that are being treated; Where the member would have gone if our telehealth service was not available; The associated cost savings of using our telehealth service; and, If the member was satisfied with their consultation. A. Giving Health conducts hundreds of post utilization surveys and an annual household survey each year to gather member feedback on our services. Since our founding, members have reported between 94-98% satisfaction with our medical and mental health programs. More than 50% of our members report avoiding ER and Urgent Care visits because of the care they receive in our programs. A. Since Giving Health’s founding, members and the health care system have saved more than $1.5 million in out of pocket or unreimbursed medical expenses.
  • What exactly do you need from your partners to ensure telehealth program success?
    A. Our partners play a vital role as they will often be the first to introduce our service to prospective new members and screen them for eligibility for our telehealth service. Partners have existing relationships with their clients that are built on trust. We find that prospective new members are far more willing to give our service a try if they are first introduced to our service by the partner. A. We work closely with our partners to identify options for new member registration and account activation with an eye towards minimizing the demand and disruption to our partner and the new member. We have several options available to help members get up and running with Giving Health: Community Health Worker program conducts registration and account activation in a new member’s home Virtual enrollment and activation through an instructional video Group enrollment at a community center or other central gathering location At the partners office with the new member Through a customer service line
  • Is the contribution tax deductible?
    A. Giving Health is a 501(c)3 not-for-profit that has been certified by the IRS. Your donation is eligible to be used as a tax deduction; however, we do not provide tax advice and encourage you to check with a tax professional to confirm if you can deduct your donation on your federal and state tax returns.
Our address

12600 Deerfield Parkway, Suite 100,

Alpharetta GA 30004


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