Hawaii Pacific Health Telehealth Services
Making Health Care Easier and More Accessible
Hawaii Pacific Health is dedicated to creating a healthier Hawaii and that means providing health care services in the easiest, most convenient way possible. We are using the latest technology to support our telehealth efforts to provide care when and where our patients need it. As part of this effort, we’re also building teamwork among our caregivers to improve outcomes. For example, through a central Electronic Health Record, Hawaii Pacific Health doctors get immediate access to patient records, lab tests and results that they can share as appropriate with other providers to increase the communication and collaboration needed to quickly and efficiently treat patients.
The current COVID-19 pandemic has encouraged us to put additional emphasis in the telehealth area to increase access to health care services and to ensure the safety of our patients and care teams. The following is a list of telehealth service offerings at Hawaii Pacific Health.
In an effort to offer convenient remote care for patients during the present pandemic, Hawaii Pacific Health recently launched its COVID-19 Virtual Clinic for video and phone visits to patients and the public. The Virtual Clinic’s purpose is to address patients with signs and symptoms of COVID-19 who are well enough to be evaluated without coming to the office and others who have concerns about COVID-19 exposure. It is designed to protect the health and safety of the patient and the care teams by limiting interactions and therefore the spread of COVID-19.
Patients should reach out to their own primary care physician (PCP) for treatment and guidance before contacting the Virtual Clinic. Those patients without a PCP are encouraged to contact the Virtual Clinic directly
Once in contact with the Virtual Clinic, the clinic will offer video visits with a provider. The virtual team will recommend and facilitate pathways for care and order COVID-19 tests when clinically appropriate.
The Virtual Clinic is open Monday - Sunday from 8 a.m. to 8 p.m.. The clinic can be reached by calling 462-5430 and selecting option 4 (option 3 for Kauai). These hours are subject to change based on demand.
Hawaii Pacific Health is also offering telehealth options to patients via video and scheduled telephone visits. These visits provide comprehensive care while complying with recommendations to limit person-to-person contact due to COVID-19.
A telehealth visit is similar to an in-person appointment with a physician and allows patients to discuss their health concerns from a location that is most convenient for them. For telephone visits, our physicians will call patients at an agreed upon time to discuss their health care needs. For video visits, patients are able to use their smartphone, tablet or computer to access a secure video platform to see and speak with a doctor.
Here is how patients should schedule and prepare for their telehealth appointments:
- Patients should call their doctor or request an appointment through MyChart.
- Prepare a list of topics they would like to discuss with their doctor.
- Ensure their device is plugged in or fully charged and connected to Wi-Fi.
- Find a quiet place for the appointment. Headphones are recommended for those who are hearing impaired.
- Patients should have their clinic’s phone number on-hand in case they encounter any technical issues or are disconnected during their appointment.
A video visit is a simple, convenient and secure way to see your health care provider whereby you connect via the MyChart by Hawaii Pacific Health patient portal. The video visit recreates an in-person experience by allowing you to discuss your needs with your provider, just as you would by having a conversation with a friend or family member. The process is easy and secure.
Once you have established with your physician’s office that a video visit is appropriate for your appointment, you will need to confirm the following:
Video Visit Requirements
- An active MyChart account*
- One of the supported browsers: Edge, Chrome, Firefox or Safari
- An appropriate WiFi connection
- A device with a battery life of at least 50% at the beginning of the video visit.
*If you do not have MyChart, you can sign-up for an account by visiting our MyChart information page
If you prefer to not sign-up for MyChart, please call your physician’s office and they will work with you to provide a video visit using other approved platforms.
Prior to your video visit, you will be asked to complete our eCheck-in process. eCheck-in is available in the appointment section of your MyChart application and can be completed at least three days before your scheduled appointment. Once you click on eCheck-in, you will be asked a series of health questions, complete a hardware check of your computer or mobile device and provide patient consent.
On the day of the visit
You may join up to 30 minutes prior to your actual appointment time.
- Click “Begin visit” when you are ready to join
- You will be asked to allow your device browser to access your camera and microphone.
- You will then be placed in a virtual waiting room until your physician joins.
For any questions or concerns, you may contact your physician’s office or the Hawai‘i Pacific Health MyChart Support line at 1-877-228-1894.
Most frequently asked questions and answers regarding video visits
Q: What type of devices could use to join the video visit?
A: Epic Video Client is compatible with Apple iOS (iPhone/iPad), Apple OS (Mac), Windows OS, and Android. The device must:
- Use one of these Internet browsers: Google Chrome, Apple Safari or Microsoft Edge
- Pass the hardware check for Camera, Microphone, Speaker, Network (Wired/WiFi)
- Allow pop-ups for the sites below:
Q: Can I connect to the video visit through the MyChart Mobile app?
Q: Why is my camera portrait displaying a black screen?
A: Please check your device/browser settings to ensure it is not actively blocking the following sites:
It’s also a good idea to verify that the settings for camera / microphone is enabled and not blocked when prompted for access
Q: What if I accidentally answer a call in the middle of the video session?
A: After you end the call, the video session should be restored as long as you did not navigate away from the website. You can also refresh the browser to rejoin.
Q: What if I can’t I hear anything from the video session?
A: Please check to ensure your device volume is not muted or set too low. Adjust your volume accordingly.
Q: Why is the video quality pixelated or freezing?
A: Video sessions rely heavily on your network bandwidth. If your Wired/WiFi connection is bad or if other connected devices are actively consuming data (YouTube, Netflix, etc), you may receive delayed responses or your session may drop altogether.
Q: How long does a typical video visit last?
A: Your physician will determine the appropriate time and length of your visit and will do their best to address all of your questions and concerns during the appointment. To make the process more efficient, it is recommended that you write down all of your questions in advance, in the order of highest priority to lowest.
A variety of Hawaii Pacific Health physicians offering these video and phone visits include Primary Care, Specialists, and Pediatrics. For more information about the providers offering these visits, please call 643-4DOC (4362).
MyChart® by Hawaii Pacific Health is our secure patient portal that provides 24x7 access to most of our patients health care needs. By signing up for and downloading the applications, both the patient and their Hawaii Pacific Health care team have fast and secure access to health information. This allows for better coordination of care and keeps patients connected to their doctors, specialists and medical records. MyChart services for patients include:
- Scheduling appointments.
- Emailing your physician with questions.
- Getting prescription refills.
- Tracking annual appointments and immunizations.
- Updating care for seniors.
- Paying bills online.
- And more.
One of the most popular and convenient telehealth services through MyChart by Hawaii Pacific Health are Electronic Visits (E-Visits) for patients. These visits are available for non-emergency conditions and allows patients to securely send a message to their physician and receive diagnoses and treatment plans.
By logging into MyChart, selecting a condition and answering a series of questions, patients can receive care from the comfort of home or any other location with Internet access. All E-Visit communication occurs via secure messages through MyChart. Some common medical conditions available through E-Visits include:
- Coronavirus Screening
- Back Pain
- Sinus Problems
- Urinary Problems
A variety of Hawaii Pacific Health physicians are offering E-Visits to patients including Primary Care, Specialists, and Pediatrics. For more information about MyChart, including how to sign up and how to use E-Visits, please visit the website below:
In an effort to provide you with access to convenient, high-quality health care while at home during the present pandemic, we have launched Straub Virtual Urgent Care services. No appointment is needed.
Through Straub Virtual Urgent Care, you have access to physician consultation, diagnosis, treatment and prescription refills for a broad range of non-emergency conditions, including the following:
- Upper respiratory infection
- Sore throat
- Eye infection
- Urinary tract infections
- Musculoskeletal strains and sprains
- Stomach flu
- Stomach acid
- Asthma medicine refill
- Hypertension medicine refill
- Other prescription refills
If you are experiencing a fever and respiratory symptoms, such as cough or difficulty breathing, please call your primary care physician. If you do not have a primary care physician, please contact the Hawaii Pacific Health COVID-19 Virtual Clinic by calling 462-5430 and selecting option 4 (option 3 for Kauai).
Through video visits on your smartphone, tablet or computer with board-certified, Straub physicians, Straub Virtual Urgent Care offers you personalized health care without leaving the comfort of your own home. If necessary, the provider will instruct you on where to go for an in-person exam.
Most insurances accepted. Japanese/English bilingual translators available.
Straub Virtual Urgent Care is not an emergency room. If you have a medical emergency, call 911 or go to your closest emergency room.
To speak with Straub Virtual Urgent Care, call 462-5173, 8 a.m. – 8 p.m. daily.
Kapiolani Pediatric After-Hours Walk-In Clinic offers services 7 days a week by in person appointments, virtual appointments or walk ins. Hours of operation are Monday-Friday, 5:00 p.m.-8:00 p.m., Saturday, Sunday, and holidays, noon-7:00 p.m. This is located on the 1st floor, in the Pediatric Outpatient Clinic. Children experiencing fever and respiratory symptoms (cough or difficulty breathing) or concerns associated with COVID-19 can walk in with no appointment necessary to be seen by one of our pediatric health care professionals.
For more information or to schedule an appointment, please call (808) 763-2888.
NOTE TO PATIENTS EXPERIENCING COVID-19 SYMPTOMS: If someone is experiencing a fever and respiratory symptoms, such as cough or difficulty breathing, they should call their primary care physician. If a patient does not have a primary care physician, they should call the Hawaii Pacific Health COVID-19 Virtual Clinic at 462-5430 and selecting option 4 (option 3 for Kauai). The Virtual Clinic is open 8 a.m. to 8 p.m. daily.