Virtual Urgent Care FAQs
General Questions
Scheduling and Eligibility
During the Visit
After the Visit
General Questions
What is Virtual Urgent Care?
- Virtual Urgent Care is an online service that can help your child get treated for non-emergency illnesses or injuries through telehealth visits.
- Virtual Urgent Care lets you communicate online with a Children’s Hospital Los Angeles provider in a video meeting on your computer, tablet or phone.
- Your child will get the same level of care online as they do in person.
What types of non-emergency illnesses or injuries does Virtual Urgent Care treat?
- Fever without any alarming symptoms or complications
- Cough, sore throat, runny nose, congestion and other flu-like symptoms
- Vomiting or diarrhea
- Skin rashes
- Constipation
- Eye problems like styes, pinkeye or irritation
- Allergies
- Minor injuries such as bumps, bruises, cuts and scrapes
- Ingrown toenails
- Insect stings and bites
What if my child has an emergency, illness or injury not listed above?
Virtual Urgent Care cannot treat any life-threatening situations. Please go to an in-person urgent care, visit an emergency room, or call 911, depending on the condition.
What are the benefits of Virtual Urgent Care?
Your child will be able to get care at home. This means:
- You don’t have to drive or find a ride.
- You won’t have to pay for parking.
- Your family won’t be around other sick people.
- You will spend less time missing work.
Does Virtual Urgent Care replace in-person visits to the hospital?
No. Virtual Urgent Care does not replace emergency care or more complex care that requires us to see your child in person. It makes it easier for your child to get care for immediate, non-emergency conditions.
Scheduling and Eligibility
Can my child connect with a Virtual Urgent Care provider without an appointment?
No, Virtual Urgent Care is not available on demand. An appointment is required.
How do I schedule an appointment?
- To make an appointment, please call Virtual Urgent Care at 833-CHLAHealth (833-245-2432).
- A CHLA team member will make sure that your child has a non-emergency illness or injury that can be treated virtually, will verify your insurance coverage, and will tell you what times are available that day.
What information or documents will I need to make a Virtual Urgent Care appointment for my child?
Have your insurance information ready when you call to make a Virtual Urgent Care appointment.
Does my child’s insurance cover Virtual Urgent Care? How much does a Virtual Urgent Care visit cost?
- CHLA charges for Virtual Urgent Care visits just like any other urgent care visit.
- If your insurance provider or health plan does not cover the full amount for services, you will get a bill.
- We accept most major insurance plans. Please call 833-245-2432 to confirm that we take your insurance. You can also do this when you call to schedule an appointment.
- Please note that insurance plans may charge different rates for different levels of service.
- Please check with your insurance provider if you have other coverage questions.
Can my child still see a provider though Virtual Urgent Care without insurance?
Yes, you may still use Virtual Urgent Care if you do not have insurance, or if we do not accept your insurance plan. There will be a discounted price.
How old does my child need to be to use Virtual Urgent Care?
Virtual Urgent Care is available to patients up to age 21.
Does my child need a referral for Virtual Urgent Care?
No, a referral is not required for Virtual Urgent Care services.
Does my child need to be a current CHLA patient to schedule a Virtual Urgent Care visit?
No, you do not need to be a current CHLA patient to use Virtual Urgent Care.
Can my child use Virtual Urgent Care services if we live outside California?
Your child must be located in the state of California at the time of their virtual visit.
Can I reschedule or cancel my child’s Virtual Urgent Care appointment?
If you need to reschedule or cancel the appointment, please call our CHLA team at 833-245-2432.
During the Visit
What technology do I need for my child’s Virtual Urgent Care visit?
- You will need a smartphone, tablet or computer with a working camera and microphone.
- It is also important to have a strong internet or cellular connection.
- Please make sure to charge your device or plug it into a power source.
- Please install any updates on your device prior to the visit.
How do I connect to the Virtual Urgent Care visit?
- We will text or email you a link 15 minutes before the visit.
- You must join the visit 10 minutes before the scheduled start time.
- Find out how to connect to a virtual visit at CHLA.
How long will the Virtual Urgent Care visit last?
- The whole visit takes about 15 minutes depending on your child’s condition.
- Please plan to be ready 10 minutes before your visit time so we can make sure the audio and video are working.
Will translation services be available?
Yes, translation services are available. An interpreter can be at the visit if needed.
Can a child take part in the visit alone, or does a parent/legal guardian need to be there?
A parent or legal guardian must be present unless the child is age 18 or older.
Who will be treating my child?
During a Virtual Urgent Care visit, your child will see a Children's Hospital Los Angeles provider that specializes in pediatric emergency medicine. Our providers have years of training, and a depth and breadth of knowledge and experience that is unmatched in our community.
What if my child needs a physical exam, lab tests or imaging?
- Virtual Urgent Care visits do not include physical exams.
- If the provider thinks your child needs a physical exam, they will send you to the CHLA Emergency Department, Arcadia Urgent Care, or your child’s primary care provider.
- If your child needs to have tests done, the Virtual Urgent Care provider will tell you how and where to get them.
After the Visit
How will I know what to do next?
While on the Virtual Urgent Care call, your child’s medical team will give you a visit summary. After the visit is done, the visit summary will be available on your child's MyChildren'sLA Patient Portal. Click here to sign up for the Patient Portal.
Can I get a sick note or medical certificate for my child through Virtual Urgent Care?
Yes, Virtual Urgent Care providers can give you sick notes or medical certificates for work or school.
Can I get my child’s prescriptions through Virtual Urgent Care?
Yes, your child’s medical team can send prescriptions to your pharmacy during the Virtual Urgent Care visit.
How can I give feedback on our Virtual Urgent Care experience?
To give feedback, please complete the National Research Corporation (NRC) survey, which you will receive by email or phone call.
