Policies
Telehealth terms of service
These telehealth terms of service govern the use of our service. It is run by The Health Initiative, a nonprofit, and medical care is provided by Dr. Diana Nieves Castro, MD, licensed in Puerto Rico. It is for patients of all ages who are physically in Puerto Rico, with a parent or guardian present if under 21. It is not an emergency service.
Who provides the service
The Health Initiative, a U.S. 501(c)(3) nonprofit, runs this service and receives the payments. Medical care is provided by Dr. Diana Nieves Castro, MD, a general practice physician licensed in Puerto Rico with several years of emergency-department experience. All clinical decisions are made by the doctor using her professional judgment. See about us.
Who can use the service
To use the service:
- The patient must be physically in Puerto Rico for the whole visit. Visitors to the island are welcome.
- We see adults and children of all ages.
- If the patient is under 21, a parent with patria potestad (parental authority) or a legal guardian must sign the consent, stay on camera for the whole visit and show photo ID. This applies to every visit type.
- You must sign the informed consent before your first visit.
- The information you give us, including your identity and location, must be true.
What the telehealth service includes
Every visit is a real-time video visit. We send you a secure video link; it works on your phone, tablet or computer. We do not do phone-call or form-only visits.
The doctor evaluates, diagnoses and treats; if needed, she gives you a lab order for a lab near you. If appropriate, the doctor prescribes and we send your prescription to your pharmacy. We do not prescribe controlled substances. A doctor's note after your visit is included at no extra charge.
A visit does not guarantee a diagnosis, a prescription, a signed document or any particular result. Some documents need an in-person step: see when to go in person.
Not an emergency service
Don't use this service in an emergency. Call 911 or go to the nearest emergency room. See when to go to the ER.
Visit types and prices
You choose the visit type when you request it. Each type costs the same for all ages:
- Doctor visit, US$79: a new problem, urgent care (non-emergencies), primary care, children, birth control, STIs, skin and acne, visitors and chronic care.
- Follow-up visit, US$49: a refill of a medicine you already take (non-controlled), which anyone can book; or a review of lab results, for existing patients only.
- School and work forms, US$35: school, university or job forms, and the lab order for the certificado de salud. Does not include forms that need a vision exam.
If your visit needs to be a full doctor visit
If, in a follow-up or forms visit, the doctor finds your case needs a full doctor visit, she explains why and, only with your consent, you pay the difference up to the doctor-visit price. We never charge the difference without your consent. The same applies if you are a new patient and book a lab-result review.
Payment
You pay by card, on Stripe's secure page, when you request the visit, and The Health Initiative charges it. We do not bill insurance; on request we give you an itemized receipt (superbill). You have the right to a Good Faith Estimate. See pricing.
Cancellations and refunds
We refund you in full if the visit can't take place or if you cancel before the visit. Details are in the cancellation and refund policy.
Acceptable use
By using the service you agree to:
- Give true and complete information about your health, identity and location.
- Not record the visit, in video or audio.
- Treat the doctor and our staff with respect.
- Not use the service to get medication or documents for someone else.
If these terms are not met
If the eligibility requirements or the rules of use are not met, the doctor may not start the visit or may end it. If a visit doesn't go ahead because a requirement was not met, such as not being in Puerto Rico or the guardian not being present, we refund you.
Responsibility
We provide the service with the care that the practice of medicine in Puerto Rico requires. Nothing in these terms limits your rights as a patient under the law or the doctor's professional responsibility. We are not responsible for failures of your device or internet connection, or for third-party services such as labs or pharmacies.
Governing law
Medical care is governed by the laws of Puerto Rico, including the Telemedicine and Telehealth Act, Ley 168-2018, and by applicable federal law.
Changes to these telehealth terms of service, and contact
We may change these terms. The current version and its date will always be on this page, and changes do not affect a visit you have already paid for. For questions, email [email protected] or see contact.