Telehealth Appointments With Your Child’s Provider

Telehealth appointments provide an alternative solution for meeting your child’s health care needs from the comfort of your home. Contact your child’s pediatrician or specialist by phone or through MyNortonChart to determine whether telehealth is right for you. Norton Telehealth is available for current patients and qualifying new patients.

Telehealth appointments are not for complex, urgent or emergency medical issues. If you have an urgent medical need, call your provider’s office or 911, or go to the nearest emergency room.

For minor illnesses, Norton eCare is available 24 hours a day, seven days a week for patients ages 2 and older.

Telehealth appointments allow patients to meet with a provider face to face through a secure online video connection via smartphone, laptop, tablet or computer.
Your provider’s office will schedule the appointment for you or your child. To be eligible for a telehealth appointment, you must:
  • Be in Kentucky or Indiana at the time of your appointment and use a Kentucky or Indiana pharmacy to fill your prescription.
  • Have a MyNortonChart account.
  • Have  proxy access to your child's MyNortonChart account
For minor illnesses, Norton eCare is available 24 hours a day, seven days a week. You may schedule a video visit or eVisit from your MyNortonChart account.
Telehealth appointments are covered by most insurance, similar to an office visit. Self-pay options also are available.
Use telehealth appointments to see your primary care or specialist provider. You’ll schedule your visit through your provider. For virtual urgent care for minor illnesses, you can schedule your own Norton eCare appointment with a Norton Healthcare provider through MyNortonChart. Norton eCare offers eVisits and video visits for patients ages 2 and older.
You must have a MyNortonChart account and proxy access to your dependent’s MyNortonChart account. To request proxy access, sign in to your MyNortonChart account from a computer and go to the “Profile” tab. Select “Request access to a minor’s record” near the bottom of the screen. Enter the required information about your dependent and click “Submit Request.” Your request will go to Norton Healthcare’s medical records department. Allow one full business day for proxy access to be granted. You will receive notification in your MyNortonChart inbox when the request is fulfilled. Once you have proxy access, you will be able to select your child’s profile and access your scheduled visit.
First, be sure to create a free MyNortonChart account. To ensure a smooth connection, complete the following tasks well in advance of your appointment:
  • Have a webcam set up and ensure your computer’s microphone and audio are on.
  • Sign in to your MyNortonChart account through your computer’s internet browser.
  • Select “Visits” from the top menu, then select your upcoming appointment and complete eCheck-in. If the visit is for your dependent, be sure you have proxy access and select their profile before selecting “Visits.”
  • When you are ready, select “Begin Visit” up to 10 minutes prior to your appointment time to connect with your provider. MyNortonChart will connect to Zoom and you will be placed into the provider’s waiting room until the provider joins the visit. When connecting to Zoom, you may receive a “pop-up blocked” message. Make sure you enable pop-up windows and allow Zoom to be installed and downloaded. You do not need to log in to Zoom or have an account to connect.
Sign in at least 10 minutes before your appointment start time to make sure everything is working correctly.
  1. Sign in to your MyNortonChart account through your computer’s internet browser or in the MyChart app on your mobile device.
  2. Select Appointments, then select your upcoming appointment and complete eCheck-in. If the visit is for your dependent, be sure that you have proxy access and select their profile before selecting appointments.
  3. When you are ready, select Begin Visit up to 10 minutes prior to your visit time to connect with your provider. The provider will join the visit after you begin. Do not be alarmed if you wait a few moments for your provider to connect. The provider will call you if you are unable to join the visit.
First, be sure to download the MyChart app on your mobile device (smartphone or tablet). To ensure a smooth connection, complete the following tasks well in advance of your appointment:
  • Download the MyChart app from the Apple App Store or Google Play. Select Norton Healthcare/Norton Children’s from the list of providers. You must be in the MyChart app on a smartphone or tablet, not in your web browser.
  • Make sure your mobile device settings allow the MyChart App to access the speaker, microphone and camera for sound and video.
  • For the best connection, close your other applications.
  • Sign in to your MyNortonChart account at least 10 minutes before your appointment start time to make sure everything is working.
  • Select “Appointments,” then select your upcoming appointment to complete eCheck-in. If the visit is for your dependent, be sure you have proxy access and select their profile before selecting “Appointments.”
  • When you are ready, select “Begin Visit” up to 10 minutes prior to your appointment time to connect with your provider. This will prompt the Zoom app to open. Click “Launch Meeting” under the Meeting ID. You will be placed in the provider’s waiting room until the provider joins the visit. You do not need to sign in to Zoom or sign up for a Zoom account.
Do not be alarmed if you wait a few moments for your provider to connect. The provider will call you if you are unable to connect
If you are having technical issues and are unable to connect at the appointed time, you will receive a phone call from your provider. If you need additional support or troubleshooting, call (502) 861-4461, option 2. Scheduling questions may be directed to your provider’s office. Get more information about MyNortonChart.
If you have questions about your telehealth appointment, you can send a secure message to your provider through MyNortonChart. If your symptoms don’t go away or worsen, call your Norton Healthcare provider. If your symptoms become severe, call 911 or go to the nearest emergency room.
If you are unable to connect using one device, use another if available (computer, mobile device or tablet). Make sure that pop-ups are enabled so that MyNortonChart can download and install Zoom to connect you to your provider. If you are still having issues connecting, call (502) 861-4461, option 2, for additional support.
If you are on a computer, make sure you have a webcam set up. It can be built into your computer or plugged in. If you are unable to see yourself, this is most likely an issue with your camera. Check all connections on your camera and close any other programs that may be using the camera; or try restarting your computer. If you are on a mobile device or tablet, you must be within the MyChart app and not on an internet browser. Make sure your mobile device settings allow the Zoom app to access the speaker and camera for sound and video. Download the Zoom Cloud Meeting app from the Apple App Store or Google Play. If you are still having issues, call (502) 861-4461, option 2, for additional support.
On a mobile device with a data connection through your wireless provider, try turning off Wi-Fi to use the data connection. Confirm in your mobile device’s settings that the MyChart app has access your camera. Ensure you’ve closed other applications and restart your device if you need to reboot. On a computer, connect and disconnect your video feed to reboot.

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