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24/7 Medical and Mental Health

Scroll down for frequently asked questions about TimelyCare.

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

General Information

What is TimelyCare?
TimelyCare is a convenient way for students to receive 24/7, no-cost medical and mental health services for common conditions that can be safely and accurately diagnosed and treated online. All you need is an internet connection.

What is TimelyMD?
TimelyMD is an independent company that provides virtual medical and mental health visits for students.

Who can use TimelyCare?
Any enrolled student.

How do I register/log-in?

For NEW Users:

  1. Download the TimelyCare app from the Apple App Store or Google Play.
  2. Open the app and enter your school email address.
  3. Create you member account and complete your medical profile.
What can I be treated for?

Our licensed medical providers are trained to treat a wide range of medical conditions. Below are some of the most common. For questions on counseling, see the “What is TalkNow?” and “How does Scheduled Counseling work?” FAQs below.

Most Common Medical Conditions:

  • Cold
  • Sinus infection
  • Influenza (flu)
  • Bladder infection (UTI)
  • Pink eye (Conjunctivitis)
  • Vaginal yeast infection

Other Medical Conditions treated:

  • Canker or cold sore
  • Stye (bumps on the eyelid)
  • Swimmer’s ear (ear pain)
  • Burns (minor)
  • Low back pain
  • Insect bites (head lice, tick bite, etc.)
  • Pertussis (whooping cough)
  • Quit tobacco
  • Allergies/hay fever
  • Exposure to sexually transmitted diseases
  • Acne
  • Athlete’s foot
  • Chicken pox
  • Diaper rash
  • Eczema or dermatitis
  • Ingrown toenail
  • Jock itch
  • Ringworm
  • Shingles
  • Tinea (fungal skin infection)
  • Constipation and/or diarrhea (Irritable Bowel Syndrome)
  • Heartburn or acid reflux (GERD)
  • Malaria prevention
  • Motion sickness prevention
  • And more …
Hours and Timing

When is TimelyCare 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.

Medical Diagnosis and Treatment

Who makes the diagnosis?
A licensed, board-certified TimelyCare provider 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 TimelyCare. If your health concern cannot be addressed through TimelyCare, you may be directed to the clinic or other location for care.

Prescriptions

Can I get a prescription?
TimelyCare providers are licensed and able to prescribe certain medications (for medical visits only) as part of your care plan, if clinically appropriate. Examples of medications prescribed by providers include antibiotics, inhalers, eyedrops, and antihistamines, as well as other therapeutic medications. Providers can also refill short-term supplies of maintenance medications in the event of a patient’s transition to a new doctor, or inability to get in touch with his/her primary care doctor due to limited hours or appointments. TimelyMD believes in safe prescribing of medications and the need for patients to have relationships with their primary care doctors. As such, providers do not supply long-term medications for chronic illness and encourage patients to see their primary care doctors at least once a year.

Providers do not provide prescriptions for controlled substances, lifestyle medications (such as Viagra or Cialis), hormone replacement therapies, or other potentially dangerous or addictive drugs.

TimelyMD is not an online pharmacy, and we cannot fill prescriptions. If a prescription medication is part of your treatment plan, it will be sent to the pharmacy of your choice. You are responsible for the cost of any prescriptions, over-the-counter treatments, or follow-up visits you may need related to prescriptions. TimelyCare counselors cannot write prescriptions.

How can I get my prescription filled?
If a prescription is clinically appropriate, it will be sent to a local pharmacy of your choice. When you are filling out your intake information, you will select a local pharmacy that is convenient for you – it’s that easy.

Will my prescription be covered by my insurance policy?
Most pharmacies accept most insurance plans. That said, please verify that the pharmacy you select is within your covered network before sending your prescription. If needed, you can request a pharmacy change by calling customer service at 833-484-6359 or by emailing help@timely.md.

What is TalkNow?

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

Counselors can help with: 

  • Men’s issues
  • Women’s issues
  • Stress and anxiety
  • Addictions
  • Depression
  • Eating disorders
  • Grief and loss
  • Trauma and PTSD
  • Panic disorders
  • and much more…
Is TalkNow only for emergency situations?

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

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

Counselors can help with: 

  • Men’s issues
  • Women’s issues
  • Stress and anxiety
  • Addictions
  • Depression
  • Eating disorders
  • Grief and loss
  • Trauma and PTSD
  • Panic disorders
  • and much more…
How does Scheduled Counseling work?

Scheduled Counseling gives you scheduled options to speak to a licensed counselor. By choosing Scheduled Counseling, you have the ability to pick your counselor and his or her 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 to addiction and more.

Counselors can help with: 

  • Men’s issues
  • Women’s issues
  • Stress and anxiety
  • Addictions
  • Depression
  • Eating disorders
  • Grief and loss
  • Trauma and PTSD
  • Panic disorders
  • and much more…
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
Do I have access to dermatology through TimelyCare?

TimelyCare medical providers can evaluate and offer treatment options for many dermatologic issues, such as rashes, abrasions, dandruff, acne and cold sores. If a provider determines that an in-person visit is needed for a procedure or lab work, he or she will advise the student on the necessary next steps to take.

Cost and Insurance

How much does a visit cost?
TimelyCare students receive free visits.

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.

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 the TimelyCare mobile app.
  • Your parent/guardian will need to notify our customer support team to be assigned the correct TimelyCare services (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.

Records and Security

Will my provider know I’ve completed a visit?
If you are a TimelyCare patient, your visit records will be saved as part of your medical records. For your convenience and with your consent, patient records may be shared with your institution.  If you want to share your records with a physician or psychologist outside of TimelyCare, you can print or email your records, or call 833-484-6359 to have us send a copy of your TimelyCare 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 TimelyCare?
You can access TimelyCare from any web-enabled mobile device – smartphone or tablet.

COVID-19 Considerations

Note: Coronavirus (COVID-19) Screening Tool available at top of page.

What are the signs and symptoms of COVID-19?
According to the Center for Disease Control (CDC), people with COVID-19 have had a wide range of symptoms reported – ranging from mild symptoms to severe illness.

Symptoms may appear 2-14 days after exposure to the virus. People with these symptoms or combinations of symptoms may have COVID-19:

  • Cough
  • Shortness of breath or difficulty breathing

Or at least two of these symptoms:

  • Fever
  • Chills
  • Repeated shaking with chills
  • Muscle pain
  • Headache
  • Sore throat
  • New loss of taste or smell

This list is not all inclusive. Please consult your medical provider for any other symptoms that are severe or concerning to you.

How will a TimelyMD provider assess, treat or refer me if I have signs of COVID-19?
TimelyMD providers will virtually assess symptoms and administer frontline care in a contained environment to limit the spread of illness. They will also give advice and recommendations on need for testing vs self quarantine and where to go if testing or further care is needed. Telehealth visits can keep a “worried well” from flooding the campus clinic.

What precautions can I take to avoid COVID-19?
There is not currently a vaccine to prevent COVID-19. According to the CDC, the best way to prevent illness is:

  • Wash hands often for at least 20 seconds.
  • Use a hand sanitizer that contains at least 60% alcohol.
  • Avoid touching your mouth, nose and eyes.
  • Avoid close contact with people who are sick.
  • Put distance between yourself and other people, especially people who are at higher risk of getting sick.
  • Cover your mouth and nose with a tissue or your elbow when you cough or sneeze.
  • Cover your mouth and nose with a cloth face cover when around others.
  • Clean and disinfect frequently touched surfaces daily.

What’s the difference between COVID-19, the flu and allergies?
Symptoms differ for each illness.

Coronavirus: Fever, cough, shortness of breath or difficulty breathing, chills, repeated shaking with chills, muscle pain, headache, sore throat, new loss of taste or smell
Flu: Fever, cough, muscle aches, fatigue & weakness, chills & sweats, congestion, sore throat
Allergies: Sneezing, itchy nose, eyes or roof of the mouth, runny, stuffy nose; watery, red or swollen eyes.

Can I access TimelyCare outside of the United States?

As of right now, TimelyCare can only be accessed in the United States.

Is TimelyCare accessible to individuals with disabilities?

Yes. We fully acknowledge the importance of accessibility, and have made significant accessibility updates to our mobile interface.

App Accessibility Information (TimelyCare app):

If you are downloading the TimelyCare 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 downloaded the TimelyCare app and created your profile, go to your settings to enable Accessibility Mode. You can also go to the general accessibility settings through your mobile device to activate.

Cancellation Policy

For all Scheduled Counseling, Psychiatry, 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.