Frequently asked questions
Telehealth FAQ for Puerto Rico
Our telehealth FAQ for Puerto Rico covers our telehealth in Puerto Rico service: what a visit costs, when we see patients, who can use it, how it works for children and guardians, whether visitors can use it, how booking and confirmation work, how your prescription reaches you, what happens after you pay, how to cancel, how we protect your privacy, and which documents to have ready.
Frequently asked questions
Who can use the service?
Anyone of any age 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 on camera. See how it works.
How much is a telehealth visit in Puerto Rico?
It depends on the visit type. A doctor visit, a follow-up and a forms visit each have a fixed published price, the same for every age, with no membership or insurance needed. You pay by card when you request it, and if the clinic can’t see you, you get a full refund. A doctor's note is included. See each price on pricing.
Is there a doctor online 24/7?
Yes: video visits any time, including nights and weekends, except on holidays when the clinic is closed. Every day, any time (Puerto Rico time). Request your visit online and you choose your time when you book. In an emergency, call 911.
Do you do visits over WhatsApp?
No. Visits are by secure video: we send you a secure link that works on your phone, tablet or computer. Please don't send symptoms, photos or medical details by WhatsApp, text or email; you discuss those with the doctor during the visit.
Do you see babies and children?
Yes. The doctor sees children of all ages and adults, at the same price for each visit type. See online doctor visits for kids.
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.
Does the under-21 rule apply to birth control and STI visits too?
Yes. In Puerto Rico the rule applies to every visit, including birth control and STI testing and treatment: if the patient is under 21, a parent or legal guardian is present on camera.
I'm visiting Puerto Rico. Can you see me?
Yes. Tourists, visitors and cruise passengers are welcome, as long as they are physically in Puerto Rico during the visit. See care 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.
Which visit type should I choose?
A doctor visit for a new problem, urgent care, children and most everything else. A follow-up visit for a refill of a medicine you already take (non-controlled) or a review of lab results from a previous visit. The forms visit for school or university forms and a medical certificate of an illness the doctor evaluated. If you're not sure, choose the doctor visit. See pricing.
What if my visit needs more than I booked?
If a follow-up or forms visit turns out to need a full doctor visit, the doctor explains why and, only with your consent, you pay the difference. We never charge you more without asking.
How do I book?
Go to book a visit, choose your visit type, confirm you are eligible and pay on Stripe's secure page. Video doctor visits 24/7 — book online and choose your time right away.
What happens after I pay?
You complete your details and sign the consent online, on your phone or computer; you don't need to print or send us any document. You choose your time when you book, and we send you a secure link for your video visit. If you don't hear from us, check your spam folder.
Do I have to print the consent or email it to you?
No. The consent is signed online, on your phone or computer, and once you sign it's saved. You don't need to print it, fill it in or send it to us. If you already sent us one, don't worry: we keep it and let you know if anything is missing. If you prefer to sign on paper, call us and we'll send you the form.
Can I cancel or change the time of my visit?
Yes, up to 24 hours before your visit: email [email protected] from the address you used to pay to cancel for a full refund or change the time at no cost. Within 24 hours you can't cancel and there's no refund. If you don't join in the first 10 minutes, there's no refund. If the clinic can’t see you, we refund you in full. See cancellations and refunds.
What do I need for the video visit?
A phone, tablet or computer with a camera and microphone, a stable internet connection and a private, well-lit place. The secure link works on your phone, tablet or computer.
Can I have the visit by phone call instead?
Your visit is by video or by phone, depending on the service and what the doctor considers appropriate. If the patient is under 21, the visit is by video, with a parent or legal guardian on camera. For a phone visit, you call the number we send in your confirmation and enter the PIN; the doctor admits you to the visit.
What languages do you offer?
English and Spanish. The doctor speaks both. Some online forms are in English only.
How does my prescription reach me?
If appropriate, the doctor prescribes and we send your prescription to your pharmacy. Have the name and address of your pharmacy in Puerto Rico ready.
Do you offer weight-loss treatment?
Yes. The doctor evaluates your health and weight, gives you a lab order if needed and, if appropriate, prescribes FDA-approved medicines, including brand-name weight-management medicines. We do not promise a medicine or a result, and the medicine cost is separate. See medical weight loss.
Can I get a doctor's note?
Yes, if you need one. A doctor's note for work or school after your visit is included at no extra charge.
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, your pharmacy's name and, for a child, a recent weight.
Is my information protected? Are visits recorded?
Your record and the video visit are on a platform built for health information. Payment is processed by Stripe, which receives no health information. Visits are not recorded, and we ask that you do not record them either. These pages use no advertising or analytics trackers. See the privacy notice.
Does this replace my primary care doctor?
It can be your option for new problems, urgent care, refills and follow-ups by video. If you already have a primary care doctor, share what was discussed in the visit with them.
Telehealth FAQ: can't find your question?
Email [email protected] and we'll help. Please don't send symptoms or medical details by email: you discuss those with the doctor in the visit. In an emergency call 911.
Need to see the doctor?
Video doctor visits 24/7 — book online and choose your time right away.
About this page
Author: The Health Initiative
Medical care provided by Dr. Diana Nieves Castro, MD (PR license 24027)
Disclosure: Founding Executive Director of The Health Initiative
Published: 2026-09-30 · Updated: 2026-10-15