Frequently Asked Questions

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For more information or for any questions not listed, feel free to call UNC Health Care, toll-free at 1-888-909-9681.
Do I have to be a UNC Health Care patient to use this service?

No, a virtual visit is available to anyone, no matter where they are located. We welcome new patients to use this service.

Can I use this service for children and adults?

Physicians are able to treat children 2 years and older and all adults via a virtual visit. For children younger than 2, consider contacting the child's primary care doctor on-call, or for more urgent concerns visit an urgent care or emergency department in person. (LINK underlined section to About Us page that lists urgent care and ED locations

Can an UNC Urgent Care 24/7 physician serve as my primary care physician?

UNC Urgent Care 24/7 visits do not replace your need for a primary care physician (PCP). If you choose to allow it, UNC Urgent Care 24/7 will send a copy of your records to your PCP for follow-up. This promotes good continuity of care. If you do not have a primary care provider, ask for assistance finding one at the time of your virtual visit. You also can search for a primary care provider here: UNC Health Care Find a Doctor

How do I sign up for UNC Urgent Care 24/7 and activate my account?

You can easily sign up and activate your account by using one the following methods:

  1. Go online and visit: UNC Urgent Care 24/7
  2. Call our toll free number: 1-888-909-9681
  3. Download our Mobile App, available on the iTunes store and Google Play.
Apple Store Google Play
When can I start using my UNC Urgent Care 24/7 service?

You can start using UNC Urgent Care 24/7 immediately after you sign up and activate your account. Sign up and activation are totally free. If you are required to pay, you will only be charged after you choose to consult with a provider and your appointment time and payment information are confirmed. You can cancel your appointment and receive a full refund, provided that you cancel at least 24 hours before your appointment time. UNC Urgent Care 24/7 accepts most major credit and debit cards. Once you have an UNC Urgent Care 24/7 account, you can browse doctor profiles, view available appointment times, and schedule an appointment with the doctor of your choice. Want to go one step further? Be sure to fill out your medical history profile to better prepare your UNC Urgent Care 24/7 doctor for your appointment.

When is UNC Urgent Care 24/7 available?

UNC Urgent Care 24/7 is available 24 hours a day, 7 days a week, and 365 days a year, even on holidays. Use UNC Urgent Care 24/7 anytime you have a non-emergency medical condition, are unable to see your primary care provider, or when you simply prefer a convenient, cost effective alternative to the emergency room, urgent care center, or clinic.

Where is UNC Urgent Care 24/7 available?

UNC Urgent Care 24/7 is available anywhere in the United States**. Our network of Board Certified providers will be provided to you based on the state you are located. We make sure that each provider is fully licensed to practice medicine in your state.

How much does it cost to use UNC Urgent Care 24/7?

Getting started is totally free. If you're receiving UNC Urgent Care 24/7 as part of a group benefit, you may not be required to pay at all. If you are required to pay, you will only be charged after you choose to consult with a provider and your appointment time and payment information are confirmed. You can cancel your appointment and receive a full refund, provided that you cancel at least 24 hours before your appointment time. UNC Urgent Care 24/7 accepts most major credit and debit cards. Credit Cards

Can UNC Urgent Care 24/7 be accessed on mobile account?

Yes, UNC Urgent Care 24/7 can be accessed on most mobile devices with an Internet connection. Our UNC Urgent Care 24/7 Mobile App is available for download in the iTunes Store and the Google Play Store. Apple Store Google Play

Who are the UNC Urgent Care 24/7 providers?

UNC Urgent Care 24/7 has partnered with MDLIVE providers, who are U.S. Board Certified and able to treat a wide range of patients and conditions.

Following each consultation, our members are given a survey to evaluate their provider and appointment.

The results are analyzed and reviewed for quality assurance and used as part of our continuous improvement process. Selected provider consultations are also reviewed by our internal medical board.

Can a provider prescribe medication as part of an UNC Urgent Care 24/7 visit?

Yes, if the UNC Urgent Care 24/7 provider believes medication is warranted, he or she can write a prescription for non-narcotic medications (i.e. no controlled substances), which can be sent directly to the pharmacy of your choice.* As soon your consultation is over, your prescription will be sent electronically to one of over 65,000 pharmacies to choose from. If for any reason your pharmacy is unable to receive e-prescriptions, a traditional prescription is generated for our providers to sign and fax. All prescriptions are fully compliant and include all required information.

Is UNC Urgent Care 24/7 safe and private?

Yes, UNC Urgent Care 24/7 is safe and private. UNC Urgent Care 24/7 is compliant with HIPAA (Health Insurance Portability and Accountability Act) and will only share your information with your selected provider and pharmacy.

What system requirements do I need for UNC Urgent Care 24/7 videoconferencing?

To use video conferencing you need:

  • Windows®7, Vista, or XP
  • A Mac running OSX 10.6 (Snow Leopard) or superior.
  • Highspeed internet connection
  • A webcam with at least 1.3 megapixels
  • Microphone (most webcams already have microphone built in)

After you set up an account, you will be able to use a simple online simulation to test your configuration and check if you are ready for a virtual consultation.

I have a question that isn’t listed here. Can you help me?

Don’t see your question? Don’t worry. Just call us at 1-888-909-9681. We have highly trained health service specialists standing by to take your call, 24/7/365.


* Please note: Some state laws require that a doctor can only prescribe medication in certain situations and subject to certain limitations.

* MDLIVE physicians may not treat any children with urinary symptoms.

* Parents/guardian will be required to complete a different medical history disclosure form for children under the age of 36-months prior to making an appointment with an MDLIVE physician. Children under 36 months who present with fever must be referred to their pediatrician (medical home), child-friendly urgent care center or emergency department for clinical evaluation and care.

MDLIVE does not replace the primary care physician. MDLIVE is not an insurance product nor a prescription fulfillment warehouse. MDLIVE operates subject to state regulation and may not be available in certain states. MDLIVE does not guarantee that a prescription will be written. MDLIVE does not prescribe DEA controlled substances, non-therapeutic drugs and certain other drugs which may be harmful because of their potential for abuse. MDLIVE physicians reserve the right to deny care for potential misuse of services. MDLIVE and the MDLIVE logo are registered trademarks of MDLIVE, Inc. and may not be used without written permission. For complete terms of use visit

MDLIVE Prescription Policy

Providers providing consultations for MDLIVE members offer prescriptions for a wide range of products that deliver direct medicinal value. These include, but are not limited to, drug classes such as antibiotics and antihistamines. Convenience prescriptions for maintenance medicines may also be obtained in cases where a member is in transition to a new insurance plan or provider.

It is important to note that MDLIVE is not a drug fulfillment warehouse. In the event a provider does prescribe medication, he/she will usually limit the supply to no more than thirty days. Patients with chronic illnesses should visit their primary care providers or other specialists for extended care. MDLIVE providers do not issue prescriptions for substances controlled by the DEA, for non-therapeutic use, and/or those which may be harmful (potential for abuse or addiction). For a current list of DEA controlled substances, visit

** In Arkansas and Idaho; an initial visit must be completed via video. After an initial visit, subsequent consultations may be completed via phone.

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