Telehealth FAQ for Puerto Rico
Our telehealth FAQ for Puerto Rico covers who can use the service, how it works for children and guardians, whether visitors can use it, which languages and devices work, how booking and confirmation work, what happens after you pay, how we protect your privacy, and which documents to have ready.
Frequently asked questions
- Who can use the service?
- Anyone from 6 months old who is physically in Puerto Rico during the visit and is not having an emergency. Patients under 21 need a parent or legal guardian present. See how it works.
- Do you see children?
- Yes, from 6 months old, for common problems. The doctor is a general practitioner and not a pediatrician; she will tell you when an in-person visit or a pediatric specialist is needed. We don't see babies under 6 months. See the child visit page.
- The patient is under 21. Who has to be there?
- A parent with patria potestad (parental authority), or a court-appointed legal guardian. That person signs the consent, stays on camera for the whole visit and shows photo ID. A legal guardian must also have the guardianship court order.
- Can another adult, such as a grandparent or aunt, bring the child?
- Not for now. Only a parent with patria potestad or a legal guardian can authorize and attend a visit for a patient under 21. If they are not there, the visit doesn't go ahead and we refund you.
- I'm visiting Puerto Rico. Can I use the service?
- Yes. Visitors and tourists are welcome, as long as they are physically in Puerto Rico during the visit. See the guide for visitors.
- I'm outside Puerto Rico. Can I have a visit?
- No. The doctor is licensed in Puerto Rico, so you must be in Puerto Rico during the visit. If you travel before your visit time, cancel and we will refund you. See the guide to the telemedicine law.
- What languages do you offer?
- English and Spanish. The doctor speaks both. Some SimplePractice forms and the mobile app are in English only; the web portal can also be shown in Spanish.
- What device do I need?
- A computer with a camera and microphone, where the visit runs in your browser with nothing to download, or a phone or tablet with the free "Telehealth by SimplePractice" app. You need a stable internet connection and a private, well-lit place.
- Can I have the visit by phone call instead?
- No. We only do real-time video visits.
- How do I book?
- Go to book a visit, confirm you are eligible and pay on Stripe's secure page. Request a visit online 24/7 — we confirm your time by email or text.
- How is my visit time confirmed?
- We contact you by email or text, at the email and phone you gave when paying, to agree the time. Then you receive a SimplePractice invitation with the secure video link. If you don't hear from us, check your spam folder or contact us.
- What happens after I pay?
- We contact you to confirm a time, and a SimplePractice invitation arrives so you can complete your details and sign the consent. If the visit can't take place, we refund you in full. See cancellations and refunds.
- How do I cancel or change my time?
- Email [email protected] before the visit. If you cancel before the visit, we refund you in full; you can also ask for another time.
- What documents should I have ready?
- Photo ID. If the patient is under 21, the parent's or guardian's ID, plus the guardianship court order for a legal guardian. Also have a list of the medications you take and, for a child, a recent weight.
- Is my information protected?
- Yes. Your record and the video visit are in SimplePractice, a platform built for health information. Payment is processed by Stripe, which receives no health information. Visits are not recorded, and these pages use no advertising or analytics trackers. See the privacy notice.
- Are visits recorded?
- No. Visits are not recorded, and we ask that you do not record them either.
- Can I get a receipt for my insurance (superbill)?
- Yes, on request. It is an itemized receipt so you can claim from your insurance yourself; any reimbursement depends on your plan. See pricing.
- Does this replace my primary care doctor?
- No. It is an option for common problems and follow-ups when a video visit suits you. If you have a primary care doctor, share what was discussed in the visit with them.
Can't find your question in this telehealth FAQ?
For prices and insurance, see pricing. For medications and paperwork we don't handle, see what we don't do. For anything else, contact us. In an emergency call 911.