Frequently Asked Questions

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For more information or for any questions not listed, feel free to call MaineGeneral eCare, toll-free at (888) 921-0349.
What is MaineGeneral eCare?

With MaineGeneral eCare, you can access a provider from your home, office, or on the go. Our medical staff can visit with you by secure video or phone to help treat any non-emergency medical conditions. Our medical staff can diagnose your symptoms, prescribe medication and send prescriptions to your pharmacy of choice.*

Is MaineGeneral eCare appropriate for every medical condition?

No. MaineGeneral eCare is designed to handle non-emergency medical issues. You should not use MaineGeneral eCare if you are experiencing a medical emergency. In case of a medical life-threatening emergency, you should go to your closest ER or dial 911 immediately. While MaineGeneral eCare is not intended to replace your primary care provider for common or chronic conditions, a virtual medical staff appointment can sometimes substitute a provider’s office or an emergency room visit.

What are the most common conditions you treat?

Our medical staff are trained to treat a wide range of conditions. Some of the most common are:

  • Minor injuries, illnesses, aches or pains
  • Colds, flu, fever, seasonal allergies
  • Rashes, insect bites and other skin problems
  • Infections
  • Constipation and diarrhea
How do I sign up for MaineGeneral eCare and activate my MaineGeneral eCare account?

You can easily sign up and activate your account by using one of the following methods:

  1. Go online and visit:
  2. Call our toll-free number: 1-888-921-0349
  3. Download our Mobile App, available on the iTunes store and Google Play.
Apple Store Google Play
When can I start using my MaineGeneral eCare service?

You can start using MaineGeneral eCare immediately after you sign-up and activate your account. Sign-up and activation are totally free. If you are required to pay, your credit card will only be charged after you visit with medical staff. Be sure to fill out your medical history profile to better prepare your MaineGeneral eCare medical staff for your appointment.

When is MaineGeneral eCare available?

MaineGeneral eCare is available Monday through Friday from 8 a.m. – 7:30 p.m. and Saturday and Sunday from 8 a.m. to 5 p.m. Use MaineGeneral eCare anytime you have a non-emergency medical condition, are unable to see your primary care provider, or when you simply prefer a convenient, cost-effective alternative to the emergency room.

Where is MaineGeneral eCare?

MaineGeneral eCare is available anywhere in the United States**. Our network of medical staff will be provided to you based on the state in which you are located. We make sure that each medical staff member is fully licensed to practice medicine in your state.

How much does it cost to use MaineGeneral eCare?

Getting started is totally free. You will be charged after you visit with a medical staff member. You can cancel your appointment and not be charged for the service. MaineGeneral eCare accepts most major credit and debit cards.Credit Cards

Can MaineGeneral eCare be accessed on mobile devices?

Yes, MaineGeneral eCare can be accessed on most mobile devices with an Internet connection. Our MaineGeneral eCare Mobile App is available for download in the iTunes Store and the Google Play Store. Apple Store Google Play

Who are the MaineGeneral eCare medical staff?

All MaineGeneral eCare medical staff are fully licensed and able to treat a wide range of patients and conditions.

Can a medical staff member prescribe medication as part of MaineGeneral eCare?

Yes, if the MaineGeneral eCare medical staff member believes medication is warranted, he or she can write a prescription for non-narcotic medications (i.e. no controlled substances), which can be sent directly to the pharmacy of your choice.* As soon as your consultation is over, your prescription will be sent electronically to one of over 65,000 pharmacies to choose from. If for any reason your pharmacy is unable to receive e-prescriptions, a traditional prescription is generated for our providers to sign and fax. All prescriptions are fully compliant and include all required information.

Is MaineGeneral eCare safe and private?

Yes, MaineGeneral eCare is safe and private. MaineGeneral eCare is compliant with HIPAA (Health Insurance Portability and Accountability Act) and will will only share your information for purposes allowed under the HIPAA Privacy Rule.

What system requirements do I need for MaineGeneral eCare videoconferencing?

To use video conferencing you need:

  • Windows®7, Vista, or XP
  • A Mac running OSX 10.6 (Snow Leopard) or superior.
  • Highspeed internet connection
  • A webcam with at least 1.3 megapixels
  • Microphone (most webcams already have microphone built in)

After you set up an account, you will be able to use a simple online simulation to test your configuration and check if you are ready for a virtual consultation.

I have a question that isn’t listed here. Can you help me?

Don’t see your question? Don’t worry. Just call us at (888) 921-0349. We have highly trained health service specialists standing by to take your call, 24/7/365.

Can I use MaineGeneral eCare for children?

You can access MaineGeneral eCare for patients 3 years and older. For the medical treatment of infants and children less than 3 years old, contact the child's primary care provider on call, and/or for urgent medical concerns consider going in person to a MaineGeneral Express Care or MaineGeneral Emergency Department.

Will this be covered by my insurance?

MaineGeneral eCare is a service provided by MaineGeneral Virtual Health (MGVH). MGVH does not contract with any insurance companies and therefore would not be considered “in-network” for these services.


* Please note: Some state laws require that a doctor can only prescribe medication in certain situations and subject to certain limitations.

* MDLIVE physicians may not treat any children with urinary symptoms.

* Parents/guardian will be required to complete a different medical history disclosure form for children under the age of 36-months prior to making an appointment with an MDLIVE physician. Children under 36 months who present with fever must be referred to their pediatrician (medical home), child-friendly urgent care center or emergency department for clinical evaluation and care.

MDLIVE does not replace the primary care physician. MDLIVE is not an insurance product nor a prescription fulfillment warehouse. MDLIVE operates subject to state regulation and may not be available in certain states. MDLIVE does not guarantee that a prescription will be written. MDLIVE does not prescribe DEA controlled substances, non-therapeutic drugs and certain other drugs which may be harmful because of their potential for abuse. MDLIVE physicians reserve the right to deny care for potential misuse of services. MDLIVE and the MDLIVE logo are registered trademarks of MDLIVE, Inc. and may not be used without written permission. For complete terms of use visit

MDLIVE Prescription Policy

Providers providing consultations for MDLIVE members offer prescriptions for a wide range of products that deliver direct medicinal value. These include, but are not limited to, drug classes such as antibiotics and antihistamines. Convenience prescriptions for maintenance medicines may also be obtained in cases where a member is in transition to a new insurance plan or provider.

It is important to note that MDLIVE is not a drug fulfillment warehouse. In the event a provider does prescribe medication, he/she will usually limit the supply to no more than thirty days. Patients with chronic illnesses should visit their primary care providers or other specialists for extended care. MDLIVE providers do not issue prescriptions for substances controlled by the DEA, for non-therapeutic use, and/or those which may be harmful (potential for abuse or addiction). For a current list of DEA controlled substances, visit

** In Arkansas and Idaho; an initial visit must be completed via video. After an initial visit, subsequent consultations may be completed via phone.

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