1. Why this is published now
Consent documents are usually shown at the last click, in small print. We're publishing ours while it's still a draft so the community it's written for can read it, and object to it, before it applies to anyone.
2. What telehealth is, and isn't
At launch, Standby will provide care through online intake forms, asynchronous clinician review, and, where required, live video or phone visits. Telehealth works well for many conditions and poorly for others. It does not replace emergency care, hands-on physical examination where one is needed, or your existing relationship with the VA or your own clinician.
3. Emergencies
Telehealth is never for emergencies. If you are in danger or seriously unwell, call 911 or go to the nearest emergency department. If you are a veteran in crisis, dial 988, then press 1 for the Veterans Crisis Line.
4. Clinicians and licensure
Care will be provided by clinicians licensed in the state where you are located at the time of the visit. Program availability will vary by state at launch, and we will say so per state rather than pretend otherwise.
5. Prescriptions are clinical decisions
Completing an intake or paying for a program is not a prescription. Medication is prescribed only when a licensed clinician determines it is appropriate for you, and the clinician can decline. Certain medications, including controlled substances such as testosterone, carry additional federal and state requirements, which can include an in-person evaluation. Where those rules apply, we follow them.
6. Risks and limits
Telehealth carries risks: technology can fail mid-visit, information you provide may be incomplete without a physical exam, and delays in care can occur. Cash-pay care also means your benefits are not involved; nothing we do files a claim with, or appears in, TRICARE, CHAMPVA, or VA systems.
7. Alternatives
You always have alternatives: in-person care in your community, care through the VA if you are enrolled, and coverage through TRICARE or CHAMPVA where their rules apply. Our coverage guides exist to help you check those options first.
8. Your rights
At launch you will be able to decline or withdraw consent to telehealth at any time, ask questions before agreeing, and request your records. The mechanics of each will be spelled out in the final version of this document.