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eSusanB Frequently Asked Questions

1. What is eSusanB?

eSusanB provides a convenient option for a face-to-face video minor care appointment with a Susan B. Allen Memorial Hospital medical provider through the use of a telehealth solution using your smartphone, tablet, or computer. You can receive diagnosis, treatment, and prescriptions for minor ailments.

2. Why would I use eSusanB?

eSusanB provides access to medical providers on your schedule for minor medical concerns when and where it’s convenient for you anywhere within Kansas you have Internet access.

3. What are the eSusanB hours?

Currently, eSusanB is available seven days a week from 8am - 8pm.

4. What health conditions can be treated through eSusanB?

Most minor ailments can be treated through eSusanB.  Typical complaints include, but are not limited to:

  • Acid reflux
  • Conjunctivitis/Pink eye
  • Allergic rhinitis
  • Minor abrasions/wounds
  • Burns – minor
  • Rash/Hives/skin conditions
  • Cough, colds, bronchitis and flu symptoms
  • Urinary tract infections
  • Lower back pain
  • Skin conditions

5. What condition cannot be treated during my visit?

If the medical provider determines the patient’s needs are outside of the scope of care for an eSusanB visit, the provider will advise the patient of need for an in-person visit and assist with a referral through their primary care physician if needed. You will not be charged for your visit if it is determined that you must be seen in person.

6. Can I use eSusanB for emergency care?

No.  If you need emergency care, please call 9-1-1.

7. What is the cost for an eSusanB visit?

An eSusanB visit is $49, payable at time of visit via credit/debit card. 

8.  Will my visit be covered by insurance?

At this time, eSusanB is not accepting insurance. However, per your insurance, you may submit for reimbursement if your plan allows.

9. How do I create an account to use eSusanB?

Go to your app store (Android Google Play or Apple Store) and download by searching “eSusanB”. You will be prompted to create an account which entails entering information about yourself. You will be asked to provide a credit/debit card for billing purposes, but your account will not be billed until after you are seen and treated.

Note:  Each member of your immediate family will need their own account. If your child is under the age of 18, you can add them as a dependent as you enroll.  If they are age 18 or older, they will need to create their own account.

10. Who can use eSusanB?

Anyone in the state of Kansas can use eSusanB.  Due to government regulations, eSusanB is not available to patients outside of the state of Kansas at this time.

11. How do my children and family use eSusanB?

As the parent and/or guardian, you have to create a primary account (which you can use for visit requests), and you can add multiple users under your account. If your dependent is under the age of 18, the legal guardian will need to fill out the guarantor section and be present with the patient during the virtual consult.

12. Can my dependent(s) use eSusanB if they are located outside of Kansas?

Due to government regulations, we cannot provide treatment to patients outside of the state of Kansas at this time.

13. Do I need special equipment to use eSusan B?

As this is a virtual visit which includes both audio and video, you must have a webcam and microphone activated on your smart phone, tablet, and/or computer. 

14. Can I schedule an appointment or is it first-come, first-served?

At this time, eSusanB is set up on a first-come, first-served basis, however you will have the option to schedule an appointment with a provider through the scheduling option.

15. Who will I see when I begin my appointment?

Once you login to your account and finish filling out information necessary for the appointment, you will see a list of providers who are available at that time. You may choose one of these providers or wait to see one if they are with another patient. You will have the option to wait for the provider, or be alerted via a text message or phone call.

16. Can I get a prescription?

Yes. eSusanB medical providers can provide a prescription for non-controlled medication in accordance with state laws when deemed medically necessary. We can only provide a limited supply of long-term medications until you can follow up with your primary care physician. We cannot refill controlled medications (narcotic pain relievers, benzodiazepines, etc.). Please contact your prescribing provider for these refills.

17. How will I know my visit is private and secure?

Patient privacy is important to us, and your information is secure. eSusanB uses secure technology, encrypting all communication over the Internet. In addition, eSusanB is compliant with all HIPAA regulations. See our Notice of Privacy Practices.

18. What happens after my visit?

After your visit is complete, your visit summary will appear on screen.  The visit summary will provide details of your visit, follow up instructions from the provider, prescribed prescriptions, and additional information on what to do if your condition does not improve. 

19. Is information sent to my primary care provider?

Information from your eSusanB visit is not sent to your primary care physician, but you can print and save your “visit summary” at any time to share with your primary care provider after a visit is completed. 

20. Can the medical provider write me a work or school release note?

Yes, at the discretion of the medical provider. If a note is written, you can see the digital work/school release note on the last page of your visit summary sheet.

21. When I register it says 'Email address already in use'.

If you see this message, you already have an account under this email address. Please confirm you have entered the information correctly and you may need to reset your password if you have forgotten it. If you confirm your information is correct and you still receive this error, please call our support center at 316-251-6262.

22. I'm receiving a 'Service Not Available' message.

If you see this message, please reboot your WIFI or cell phone connection or transfer to your 3G/4G data service. Some wireless hotspots will block programs like this so it appears the service is unavailable. 

23. Does the application automatically show me available pharmacies in my area?

Yes.  As you set up your account, select the pharmacy you prefer from the available options.  

1. I cannot see my provider as 'Available'. What do I do?

A particular provider may not be available or may be engaged with another patient at this time. If the provider has already accepted your request for an eCare visit, there may be a 4-5 minute timeframe to establish the connection once the provider has signed in.

2. I am connected with my provider but I cannot see them. What do I do?

Your browser may initially ask for permission to use your camera and microphone. Make sure you have granted access. If you haven’t, or you still see a black screen, refresh your screen to have another opportunity to share/allow access.

3. How do I change my credit/debit card information?

At this time, eSusanB does not support multiple credit cards. If you need to edit your credit card information, click on the Menu icon in the upper right-hand corner. You can edit your payment information under the Payment tab. Delete the existing card first, then you can add your new credit card information.

4. I keep losing my internet connection. What do I do?

To ensure a good eSusanB visit, an upload/download connection speed of 3Mbps is required. A noticeably better experience will happen with a connection above 5Mbps.

5. I cannot hear the provider? What do I do?

There are 3 items to check:  1. Check to see if you’ve given permission to eSusanB to access your camera and microphone. 2. Make sure your audio isn’t muted. 3. Check to see if an external headphone is plugged in, and if so, unplug it. 

6. I can't log in. What do I do?

If you have forgotten your password, please visit https://app.evisit.com/users/password/new to reset it. 

7. How do I change my notifications?

To change your notifications, please click your name in the upper right-hand corner. From here, you will see a menu appear. Please click My Account. Go to the Account Information tab to toggle between your notifications to choose via phone, email or SMS (text).

8. Do I need WIFI to use your service?

Although we do recommend you use WIFI for the best possible experience, it is not required to use our service. As long as your connection is 4G or LTE, then you should be fine. If you do experience connection issues, you can simply switch to audio-only when connected to a medical provider, and your connection will improve.

9. What mobile devices and/or operating systems do you support?

We currently support Android and iOS enabled mobile devices. This includes tablets, as well as smartphones. For Android, you must have Android 4.0.3 or newer to install our app.

For iOS, you must have iOS 8 or 9 installed. Additionally, your iPhone must be a model 4S or newer.  When connecting though a computer, Google Chrome and Firefox are supported.

720 W. Central El Dorado KS 67042.  (316) 321-3300