Frequently Asked Questions
1. Do I need a 2nd opinion?
The answer is ‘Yes”. Cancer patients should explore the treatment options and validate an initial diagnosis. Between 10 and 60% of second opinions result in a diagnosis, management, or prognosis change.
Payne VL, Singh H, Meyer AN, Levy L, Harrison D, Graber ML. Patient-initiated second opinions: systematic review of characteristics and impact on diagnosis, treatment, and satisfaction. In: Mayo Clinic Proceedings. Amsterdam: Elsevier; 2014.
2. Should I get a second opinion at a major cancer center?
As seeing a specialist in a specialized center is always a good idea, you usually don’t have to. Trusted Telehealth™ works with many physicians employed at the nation’s foremost cancer centers, all US board certified and uniquely qualified to treat or render an opinion about the condition for which you seek a second opinion. Most of the time, we can spare you costly travel, unnecessary co-pays, and, most importantly, TIME.
3. Why would I want a second opinion by Trusted Telehealth™ and not another hospital system?
Through Trusted Telehealth™, you get an unbiased opinion from US board-certified physicians working at various of the best cancer centers in the United States. We save you redundant workup, often resulting in out-of-pocket costs. Trusted Telehealth™ will help you find the proper treatment in your area without the need to travel and be away from your loved ones when you need them most. Quality of a treatment opinion paired with the best doctors for your situation results in superior outcomes. Trusted Telehealth™ has it all.
4. Once I sign up, can I cancel my services?
You can cancel your selected service at any time if the service has not already been completed. If you choose long-term management for your case, you will have the opportunity to opt-out.
5. Can I contact you 24×7?
Yes. You can ask questions through your portal, and one of our staff members will respond as soon as possible. You can book an appointment to speak with one of our physicians. In the event of an emergency, please see the nearest emergency room.
6. Who do I contact if I have a question?
Contact us by email – [email protected] – or book an appointment with one of our staff members. If you are an established patient with a valid account, you can book an appointment with one of our physicians through the portal.
7. Why do you ask for my name and email upfront?
To ensure the security and safety of our platform, we want to verify that every visitor to our platform is a natural person.
8. I am unsure if I need your services or what service to choose. How can I learn more?
No problem. Just fill out the short intake form so we know who you are and what condition you seek help for. One of our staff members will contact you immediately. Or send us an email to [email protected]. Include a brief description of your condition. This would help us address your needs efficiently.
1. Does insurance cover the services you offer?
State and federal regulations are changing constantly, and we at Trusted Telehealth™ are on top of these. If your insurance is in network with Trusted Telehealth™, then yes. We will make every effort on your behalf to submit a claim and provide you with a letter of proof of service.
2. How do I get reimbursed by my insurance?
We will provide you with a letter of proof of service if needed, which you can submit to your insurance. If your insurance is in network with Trusted Telehelth™, we will bill them directly. If you need financial assistance, Trusted Telehealth™ will help you. Your well-being is our mission.
3. Is there any extra cost associated with reviewing follow-up exams?
This depends on the service you have signed up for. If you signed up for a comprehensive review and longitudinal management, these additional assessments are free of charge for one year. After that, a minimal annual subscription will be charged to maintain your calendar and keep you on track. Depending on your insurance, you could be reimbursed if they are in the Trusted Telehealth™ network.
1. How does the second opinion process work?
The process is simple and user-friendly. You are on the way to recovery in as little as 5 minutes. Create an account, choose the level of service you need that best suits your situation, fill out the application, and get a detailed and thorough review with recommendations securely delivered to you by email. If critical documents are missing, the report delivery could be delayed. As a unique feature, we offer long-term, personalized management to keep you on track with all the necessary appointments, and you can even use your calendar as your journal.
2. What happens after I register?
Trusted Telehealth™ admin will review entries, check submitted documents for completeness, reach out within 24 hours if any documents are missing, and assign your case to a physician specializing in your situation.
3. How long does the review take?
We aim to deliver you a report within 72 hours from when you signed up and submitted all necessary documents for review. If we have to retrieve documents on your behalf, the report delivery could be delayed. In this case, you will be informed by email.
4. In your review process, what guidelines are you following?
Trusted Telehealth™ follows mainly the nationally and internationally well-recognized NCCN™ (National Comprehensive Cancer Network) guidelines. Guidelines may vary by geography and are slightly different in Asian and European countries.
5. Will I be able to talk to my reviewing physician personally?
Two video calls will be scheduled with you at your convenience. The first video call will be with one of our staff members once you sign up and select the level of service. This call aims to get to know you, learn more about your situation, and ensure all the documents are ready for review. You can schedule the second video call with your reviewing physician after receipt of the final report. You will choose a timeslot in your file when you and your physician can connect.
6. Do I have to have a video call with my reviewing physician?
The video call is completely optional, and you can skip it. The goal of this call is to answer all open questions after you had a chance to review the report. We recommend connecting with your reviewing physician within 24-48 hrs. after receipt of the report.
7. Will you inform my established treatment team about your findings and share the second opinion report with them?
We protect your privacy and will not share the findings automatically with your treatment team. You will sign a HIPPA release form when applying to Trusted Telehealth™. During the application process, you will have the opportunity to choose other recipients.
8. Are you providing final treatment decisions?
Trusted Telehealth™ is not engaged in providing a final treatment decision. We will evaluate all your documents and offer a second opinion to the best of our knowledge and applicable, up-to-date guidelines, mainly following NCCN™ guidelines. With a Trusted Telehealth™ second opinion, you will have a powerful document to discuss your case with your primary treatment team and finalize an ideal path forward.
1. How do I get my report?
Your report will be delivered electronically through a secure connection to the email address you provided when you signed up.
2. What happens after the report is delivered to me?
Congratulations! You just finished the first milestone in your journey. Thoroughly review the report and write down a few questions you might have. Then book an appointment through the portal with your reviewing physician, ideally within 24-48 hrs of receipt of the report. Your doctor will explain the findings and address the questions you might have.
3. Will you send the report to my current treatment team?
When you sign up for a service, you can designate recipients. A dated and signed HIPPA form must be on file. Your safety and privacy are of the utmost interest to us throughout the process.
4. The intake form has a lot of variables to fill in. Do I have to fill all of them?
The more medical information you provide us, the better we will be able to meet your demands, and it will tremendously improve the quality of advice we can provide. Going through the application, you will see mandatory fields; others are optional. We encourage our patients to be as complete as possible.
5. What happens if the second opinion is different from the first diagnosis?
The second opinion often seriously alters the primary diagnosis, suggested treatment, and sequence. You can discuss this new information and its implications with your reviewing physician and share this with your already-established treatment team. You will define the best path forward for you with your treatment team. Trusted Telehealth™ will support you all the way.
1. Why is it important that my doctor is US-board-certified?
A US board certification in a specialty means that the physician went through rigorous training and passed an exam by their peers, most of the time multiple steps. This is the highest quality seal for a physician.
2. Are your doctors specialized in my condition?
Our doctors are US board-certified and specialize in your unique situation. We match you with a doctor through our proprietary algorithm so you can get the best possible advice. All doctors undergo a rigorous review process by Trusted Telehealth™ staff before they are admitted to perform patient reviews. Through the entire partnership with our reviewing physicians, they will undergo a quality assessment and education to serve our customers better.
3. Are your doctors board certified?
All our doctors are US board-certified and fellowship-trained. A fellowship is an additional 1-3 years of intensive training, increasing the quality of any physician’s opinion.
4. How many years of experience does my reviewing doctor have in my condition?
Our physicians have at least five years of experience in their respective specialties. US board certification, fellowship training, and many years of professional experience guarantee the highest medical accuracy and satisfaction.
5. With what institution is my reviewing physician affiliated?
Most of our physicians work at the best cancer centers in the USA, such as Harvard, Memorial Sloan Kettering, and MD Anderson, to name a few. If one of our physicians does not have a direct appointment with one of these cancer centers, they did their fellowship at these institutions and are currently working at other major academic hospitals, seemingly guaranteeing the highest medical experience.
6. Can I see my reviewing physician in person and establish care?
Trusted Telehealth™ does currently not promote this service as we want to be independent and unbiased. If you need to switch physicians for further care, Trusted Telehealth™ will help you find the ideal treatment team for your condition closer to home. This is done through our AI-powered physician-patient matching algorithm. You will be matched with a physician with many years of experience treating your condition, practicing closer to your home, and fitting your requirements.
1. How will you accompany me while I am going through treatment?
Our Trusted Telehealth™ team will always be at your side when you need us. You can log your feelings and if you experience side effects right in your calendar. If you need to speak to a Trusted Telehealth™ physician, message us through the portal, and we will reply. Currently, there is no real-time monitoring of your record and journal. If you experience severe side effects, you must see your treatment team or visit the nearest hospital.
2. What happens when I am done with treatment and am in surveillance?
We will have regular touchpoints if you opt into longitudinal management by Trusted Telehealth™. You will have a personal calendar with all critical milestone exams, and appointments prepopulated. You can speak with us at least once a week, and more appointments are on demand.
3. I understand you will provide me with a personal calendar. Can I edit the calendar on my own?
Absolutely. You can change your appointment dates; our system will adjust the rest dynamically. You can use it as well as your journal and put in any other critical dates and comments along your journey to recovery.
4. What can I use my personal calendar for?
Most importantly to keep track of appointments and follow-up exams. This is your companion throughout your journey -MyOncCompanion™. You can use it to journal anything you want: feelings, other appointments, and side effects you experience. If you experience severe side effects, you must see a doctor or hospital, as the calendar is not live-monitored. Don’t hesitate to contact us through the patient portal if you need Trusted Telehealth™ assistance for non-urgent, non-life-threatening matters.
5. Will you book follow-up appointments with my treatment team?
We are not offering that service but could provide it for an extra fee if requested. But we will keep you updated with appointment reminders throughout your journey.
6. Will you send me reminders for follow-up exams?
You will get regular reminders before and after the scheduled exam. After the exam, we recommend uploading the imaging and reports to your file for review by a Trusted Telehealth™ physician. In this case, you will store all your oncology files in one place, and they are available anytime.
7. My follow-up exam date has changed from what I see on my calendar. What should I do?
The follow-up exams on your calendar are automatically put in by Trusted Telehealth™, matching your unique situation and strictly following the most up-to-date guidelines, mainly NCCN. If a date changes, you can adjust the calendar yourself. It is essential to maintain an accurate schedule. The system will adjust all future dates if you change a date.
8. What will happen after I have a follow-up exam?
After your scheduled follow-up exam or any other exam related to your Trusted Telehealth™ diagnosis, we encourage you to upload reports and imaging for your Trusted Telehealth™ physician to review.
9. Why should I upload my follow-up exam results to your platform if I already have a treatment team reviewing them?
It is essential to have an ongoing disease management team reviewing your situation constantly. This is the human touch Trusted Telehealth™ provides. We are not interfering with your established treatment team. If you wish, we will work with them continuously. We want to make sure that you are in charge and completely covered.
1. What happens to my uploaded files?
Your files are deidentified upon submission and encrypted. They are handled using the latest security protocol. If you did send us physical files, like slides, CDs, DVDs, or other documents, we will send them back to you if you request them; otherwise, they will safely be destroyed after uploading them into the system. We will never discard pathology slides and always send them back to you or the source they came from after digitalizing them.
2. Will you store my uploaded files?
All your files are encrypted and stored on our servers using the latest security certificates and comply with HIPPA, state- and country-specific regulations.
3. Who has access to my uploaded files?
Our Trusted Telehealth™ physicians and administrative staff will have access during the review process. Only the administrative staff and nobody else will have access to the review once it is completed.
4. Where can I see my follow-up exams?
After uploading the files into the Trusted Telehealth™ system, you can access them through your login anytime as long as your account stays active.
5. If I send you studies and slides physically, do I get them back after you upload them into the system?
After all the studies and slides are uploaded into the system, you can request they be returned. This is especially important for slides, which can’t be reproduced. Trusted Telehealth™ will make any attempt to return slides to the source where they came from but will not store any physical documents or films.
6. What happens if I do not have a study available to upload?
You must sign a HIPPA compliance form and specify your treatment and diagnostics team during your application process. This allows Trusted Telehealth™ to retrieve documents and other studies on your behalf and upload them into the system, which is stored securely in your file.
7. What happens if my pathology slides are not digitalized yet?
There are two ways to handle this situation: you can request the slides to be digitalized when calling your pathologist and then send them to us for review. Or, Trusted Telehealth™ will make a reasonable attempt with your pathologist to get them digitalized and securely transmitted. If the slides have not been digitalized yet, Trusted Telehealth™ will do that on your behalf.
8. If I can’t provide all the studies necessary for review, can you obtain them through my treatment team?
Absolutely. We will contact your treatment team and get all necessary documents on your behalf after you sign a HIPPA release form. Obtaining your records might delay the review process. After obtaining ALL the records, we are committed to reviewing them within 72 hours and providing you with a detailed report.
1. Is your platform secure and HIPAA compliant?
Our platform is securely encrypted using the latest security codes. We strictly follow HIPPA, state, and country-specific regulations to protect all your information. You are the sole owner of your health care information and decide, by filling out a HIPPA form, with whom we can share your information.
2. How can I trust that the entire review process is safe and does not expose my personal information?
We make every attempt to encrypt, deidentify, and securely store your files with the latest security protocols in place. We never store credit card information or social security numbers.
3. Will you use my information for any other purpose than creating my second opinion report?
The primary purpose is to help you on your road to recovery. We will never share any personal information with third parties without your permission. We will use your information internally to improve our process and serve future customers better.
1. I am a stage 4 patient, and I need a trial. How do I go about it?
When you sign up for Trusted Telehealth™, you can select ‘I am interested in a clinical trial.’ Our AI-powered, proprietary algorithm will find you the proper trial for your condition, most of the time with a trial site closer to your home. This service is completely free for our patients.
2. Will I have to travel for my trial?
Our AI-powered algorithm will find you a trial closer to your home. Some travel might be required, especially in a more rural area. You can choose the distance you want to travel when signing up for this free service.
3. I am not sure which trial to choose from the selection you provided. Can you help?
Absolutely. Two ways to approach this. You will have the opportunity to talk about specific trials during your video consultation with your reviewing physician. Our staff will also be able to guide you and explore the best options with you during a video or phone call. We try to be as accurate as possible in our recommendation, but nobody can access all the study protocols as these are proprietary company documents. If our staff is unsure which study you qualify for best, we will contact the study site with your permission.
1. Where can I get the most up-to-date information about my condition?
Our web resources section provides links to support groups and other cancer-specific documentation. Trusted Telehealth™ established communities for the most common cancer types where you can exchange yourself with other patients. Our physicians regularly monitor these communities and give advice when needed. If you do not find what you are looking for, contact us at [email protected], and one of our staff members will contact you.
2. Will you have a discussion forum to exchange with other patients in the same condition?
Trusted Telehealth™ established cancer-specific communities for patients like you. These can be found on our webpage. You can ask questions, communicate with other patients, and exchange yourself. These communities are regularly monitored by our physicians, who will be able to support you.
3. What additional services will you offer in the future?
Our platform is already the most comprehensive oncology platform. Future services will depend on patient demand in the current landscape. Nutrition counseling and lifestyle advice are essential.
1. I have a cancer patient in my office and would need your assistance. How can you help?
Please log into our platform and create an account for your patient. We will be in touch with you as soon as possible. Or send as an email to [email protected]
2. I want to discuss a few patients and set up a virtual tumor board. How can you assist?
We recommend that you contact us through our webpage and send us your specific request to [email protected]
3. During our virtual tumor board, will you work with our local physicians?
Trusted Telehealth™ will assist you and your team in any capacity you want us to. We can run the entire tumor board with our physicians or help your team.
4. Will you provide a summary or a report at the end of a tumor board?
The entire process is streamlined, and we will provide you with a transcript and recommendations within 24 hours.
5. I only need a review (comprehensive or single specialty) of my patient. What do I have to do?
Please open an account on your patients’ behalf and choose the specific service you seek. If you need assistance or have a question about how it works, don’t hesitate to contact us at [email protected]
