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24/7 Mental Health and Health Coaching

Scroll down for frequently asked questions about SaintsCare

For more information or for any questions not addressed here,
please call us toll-free at 833-484-6359 or email help@timely.md.

General Information

What is SaintsCare?
SaintsCare is a convenient way for D’Youville students to receive counseling and health coaching telehealth visits, and employees to receive TalkNow visits (on demand mental health support). All you need is an internet connection.

What is TimelyMD?
TimelyMD is an independent company that provides virtual visits for D’Youville students and employees.

Who can use SaintsCare?
Any D’Youville student or employee.

How do I login?

To log in:

Click ‘Sign In’ at the top right of this page. Mobile and tablet users will be directed to download the TimelyMD app. After you download the app, click on “Sign Up” to setup your SaintsCare account. Please note that when signing up for the first time, you will need to use your .edu email address and the preferred name you provided in the university student information system. If you still have trouble, call us at 833-484-6359 or email support at help@timely.md.

How does TalkNow work?

TalkNow is 24/7 immediate access to a mental health professional for students. You can discuss anything from general anxiety, loss of a family member and/or a critical situation. When you log in to SaintsCare, just click on TalkNow, and you’ll be connected with a professional to quickly get the help and advice you need.

Our counselors can help with:

  • Stress and anxiety
  • Addictions
  • Depression
  • Eating disorders
  • Grief and loss
  • Trauma and PTSD
  • Panic disorders
  • Gender issues
  • Various other issues
Is TalkNow only for emergency situations?

No. TalkNow can be used for any kind of emotional support, including critical situations, for both students and employees.

TalkNow is 24/7 immediate access to a mental health professional for students. You can discuss anything from general anxiety, loss of a family member and/or a critical situation. When you log in to SaintsCare, just click on TalkNow, and you’ll be connected with a professional to quickly get the help and advice you need.

Our counselors can help with:

  • Stress and anxiety
  • Addictions
  • Depression
  • Eating disorders
  • Grief and loss
  • Trauma and PTSD
  • Panic disorders
  • Gender issues
  • Various other issues
How does Scheduled Counseling work?

Scheduled Counseling gives students scheduled options to speak to a licensed counselor. By choosing Scheduled Counseling, you have the ability to pick your counselor and their availability based on your busy schedule. Just like TalkNow, you may talk to a counselor on Scheduled Counseling about anything from depression and anxiety to grief, addiction and more.

Students receive up to 12 cost-free Scheduled Counseling visits per year. Additional visits will incur a fee of $79 per visit.

Our counselors can treat:

  • Stress and anxiety
  • Addictions
  • Depression
  • Eating disorders
  • Grief and loss
  • Trauma and PTSD
  • Panic disorders
  • Gender issues
  • Various other issues

Students have 12 Scheduled Counseling visits allotted per academic year. Students can purchase more visits if needed and should contact the Wellness Center on campus to learn more about access to additional mental health resources.

How does Health Coaching work?

Health Coaching can help students to stay on track with nutrition, exercise, stress management and weight loss for a holistic wellness approach. Free, virtual visits can be scheduled with a nutrition specialist to help prevent chronic diseases by making healthier choices.

Health Coaching can address:

  • Nutrition
  • Meal planning
  • Healthy eating behaviors
  • Healthy body image
  • Weight management
  • Gut health
  • Eating disorders
  • Sleep habits
  • Blood pressure
Hours and Timing

When is SaintsCare available?
You can complete an online visit at any time, 24 hours a day.

How soon will I get a response?
Our goal is to provide a response within one hour, 24 hours a day.

Treatment and Diagnosis

Who makes the diagnosis?
A licensed counselor, mental health therapist, board-certified physician (MD), nurse practitioner (NP) or physician assistant (PA) will review and discuss your symptoms, make a diagnosis, and develop your treatment plan.

What if you can’t provide a diagnosis?
We do our best to treat you online, but not every condition can be treated via teleheath. If your health concern cannot be addressed through SaintsCare, you may be directed to another location for care.

Cost and Insurance

How much does a visit cost?
D’Youville students and employees receive free visits. Students receive up to 12 cost-free Scheduled Counseling visits per year. Additional visits will incur a fee of $79 per visit.

Is my visit covered by insurance?
If you incur charges for your visit, you may submit your receipt to your insurance company, but we cannot guarantee you will be reimbursed.

Records and Security

Will my provider know I’ve completed a visit?
If you are a SaintsCare patient, your visit records will be saved as part of your medical records. For your convenience and with your consent, patient records can be shared. If you want to share your records with a counselor outside of SaintsCare, you can print or email your records, or call 833-484-6359 to have us send a copy of your SaintsCare records to your provider.

Is my personal information safe?
All the information you provide is encrypted and protected. Our Terms of Service gives more information on how we protect the personal information provided through our website.

Do I have access to records of my visit(s)?
Yes. You can access your visit records at any time through your account.

Technology

How can I access SaintsCare?
You can access SaintsCare from any web-enabled device – smartphone, tablet, laptop, or desktop. Mobile and tablet users will be directed to download the TimelyMD app.

Can I access SaintsCare outside of the United States?

Our technology was built to be accessible anywhere in the world that has a stable internet connection. If you are outside of the U.S. in a country without internet restrictions, you may be able to access TalkNow (immediate emotional support) by using a U.S.-based VPN or US-based phone number. TalkNow is the only service that may be available internationally.

Accessibility

We fully acknowledge the importance of accessibility, and have made significant accessibility updates to both our web and mobile interfaces. Our platform can be accessed through a web-based graphical user interface, mobile app, or through a telephone-based interactive voice-response (IVR) interface — whereby phone visits are arranged by a Customer Service Representative 24/7 (Call 833-484-6359).

App Accessibility Information (TimelyMD app):

If you are downloading the TimelyMD mobile application for the first time and setting up your account, you will see an option during your account setup to select accessibility features. If you have already downloaded the TimelyMD app and created your profile, go to “More” → “My Preferences” → “Accessibility” to enable Accessibility Mode. Or, you can call customer service at 833-484-6359, and we can turn on Accessibility Mode for you.

Website Accessibility Information:

If you are accessing care on the web (via a laptop or desktop computer), click on “Account” (in the top-right corner) after logging in to the platform. Then select “Preferences,” and turn on “Accessibility Preferences.”

Our platform is also compatible with all industry standard OS and browsers allowing screen magnification/zoom, brightness settings, custom mouse settings and keyboard shortcuts, etc. All platform content and emails related to care include hidden content only available to screen readers to assist sight-impaired users.

Cancellation Policy

For all Scheduled Counseling and Health Coaching visits, the patient may cancel up to 24 hours prior to the time of the visit. Within 24 hours of the visit time, it will be considered a no-show of a live visit and will count against the student’s allotted number of visits for the year.

Students have 12 Scheduled Counseling visits allotted per academic year. Students can purchase more visits if needed and should contact the Wellness Center on campus to learn more about access to additional mental health resources.

I'm under 18 years old. Can I access care?
Yes. If you are under the age of 18, please follow these steps:
  • Have your parent or guardian create an account through this page or the TimelyMD mobile app.
  • Your parent/guardian will need to notify our customer support team to be placed in the correct practices (via the chat on this page, 833-484-6359, or help@timely.md).
  • You can then log into your parent/guardian’s account using their credentials (available remotely).
  • You will then select a service, select that the visit is for “My Child”, and add your information.
  • Once the visit is complete, both you and your parent/guardian will have access to the visit notes in the account.

Once you are 18 years old, you can create your own account.