Frequently Asked Questions about SkyMD and Online Dermatology


General

What can I use SkyMD for?

SkyMD uses secure cloud-based and mobile technology to enable you to receive private consultation with a dermatologist online without needing to travel and wait for an appointment. Connect from any smartphone, tablet or desktop computer, upload photos of your condition, and answer simple questions. You will receive a personalized treatment plan from your dermatologist, and prescriptions will be digitally routed to your preferred pharmacy.

How do I find out if my dermatologist is on SkyMD?

After you register, you will be asked to select from a list of dermatologists who are in our network and licensed to practice in your state. If you don't see your dermatologist listed, contact us and we'll do our best to get them on board!

What if I don’t have a dermatologist?

Not to worry, we can still help you! Once you register, you will be given the option to select from a list of dermatologists who are in our network and licensed to practice in your state and start an online visit with them.

How much does your service cost?

The price of your SkyMD visit will vary depending on the dermatologist you select, but it is usually comparable to a typical office visit copay. The price of your visit will always be displayed to you before you submit it. We accept major credit and debit cards. You may also use a Health Spending Account (HSA), Health Reimbursement Account (HRA), or Flexible Spending Account (FSA) for covering your care. If you have a promo code, be sure to enter the code on the payment page, so that the discount assigned to that code can be deducted from your visit cost. Costs of prescriptions and any follow-up appointments are not covered by the individual online visit fee.

Do you accept medical insurance?

Your insurance cannot be used to pay for the visit but -- just like an in-person doctor’s visit -- it will be applied to any medications you’re prescribed when you pick them up at the pharmacy.

Are smartphone photos good enough for diagnosis?

Yes. The quality of cameras in phones has greatly improved over the past few years. Research shows that dermatologists can use photos to diagnose with a degree of accuracy that’s comparable to going to the office in person.

Can people under 18 use SkyMD?

You must be at least 18 years old to create an account on SkyMD, but you can use your account to submit visits on behalf of a patient under 18 years of age if you are their parent or legal guardian.

What if the patient needs someone else's help to send in the visit?

If a patient is not capable of caring for themselves or is uncomfortable using technology, a health care provider or caregiver can submit their online visit on their behalf. The health care provider or caregiver can create an account for the patient but must confirm they are legally authorized to act on the patient's behalf prior to submitting the visit.


My Account

How can I reset my password?

If you need to reset you password, click on the "forgot password" link below the sign in button for instructions on how to do so.

How do I update/edit my personal information?

Once you are logged into the app, please click on the menu icon on the top left of the screen and select "My Payment Info" from the menu. To edit your personal information, please contact us.


Troubleshooting

Your app isn’t working for me. Please help!

Sorry to hear you're having trouble with our app. Below are two useful techniques which often help in situations like this:

If after trying the above tips, you are still unable to run the app, please contact us and we will assist your further.

What devices and/or operating systems do you support?

You can access SkyMD through your web browser on a desktop, smartphone or tablet. Our mobile apps currently support iOS and Android enabled devices. This includes tablets, as well as smartphones.


Doctor Visit

What’s involved in a visit?

All you have to do is take photos of the affected area(s) and answer questions about your symptoms and medical history. Your dermatologist will then carefully review your information and create a personalized treatment plan. Any prescriptions will be sent to the pharmacy you’ve selected.

Will I definitely get a prescription?

It’s not guaranteed, but the vast majority of treatment plans include a prescription. Your dermatologist will decide what’s needed to treat your condition.

What happens when my prescription runs out?

Your dermatologist will make refill decisions the same way as if he or she had seen you in person: if it’s your first visit for that skin issue, your prescription(s) will likely last two to four months, but this interval will lengthen once the doctor is confident the treatment is working as expected. When you reach the end of your refills, your dermatologist may request a follow-up visit prior to prescribing additional refills.

How long should I expect to wait for treatment?

On average, you will receive a response from your dermatologist within 24 hours. All cases are completed within two business days.

What if I’m unhappy with my visit?

Our service couldn’t exist without happy customers. If you’re unhappy with your visit, then please contact us and we will do whatever we can to make things right!

How is my personal information and medical history stored? Is it safe?

Your information is stored on our encrypted servers inside encrypted databases. Only strong-encryption APIs may access the data via our mobile application. Our system is also HIPAA compliant. For more information, please refer to our privacy policy.

What if my condition cannot be evaluated through SkyMD?

In the vast majority of cases, your dermatologist will be able to deliver a treatment plan for your condition based upon the photos and information you submit. In about 10% of cases, your dermatologist may ask you to visit the office for a follow up in order to perform a procedure like a skin biopsy or cryotherapy. If this happens, your office visit will be prioritized and will often take place within days to a week. If you are located too far away from your dermatologists to come in, you will be connected with a local dermatologist.


Payments & Billing

What can I do if my credit card is rejected?

Not to worry, our Patient Support team is trained to handle that very issue. Please contact us to connect with a Patient Support agent.

How can I get a refund?

Simply contact us and a Patient Support agent will be more than happy to assist you.

Is my credit card information secure?

Definitely! SkyMD does not process any billing for medical practices and does not collect patient payment information. SkyMD uses a third party payment provider to process all payments.