Video visits

1. What a video visit is

A video visit is a real medical visit with a licensed provider over a secure video call. Your provider can give advice, write notes and give you documents, just like at an office visit.

Your provider is independent. They are responsible for the care they give. Ionyx provides the video call.

2. When video is offered

We only offer video when it is likely to be safe. Video is offered when:

• your check suggests self-care or seeing a doctor soon, not urgent care
• your check does not mention symptoms a provider must examine in person, such as chest pain, trouble breathing, belly pain, fainting, a head injury, bleeding in pregnancy, stroke signs, a fit, an overdose or self-harm
• the person being seen is 2 years old or older
• you will be in The Bahamas during the visit

If video is not offered, we tell you why and show in-person options.

3. Privacy

• Only you (or your parent or carer) and your provider are in the call.
• Sound and picture are encrypted on their way between you and your provider.
• Ionyx never records the video.
• Ionyx never records the sound, unless everyone on the call agrees to the AI note helper. That is a separate choice. Saying no does not change your care.
• If you send a photo during the call, it is saved with your visit like any other photo you send.
• Find a quiet, private place for your visit.

4. What video cannot do

Your provider can only see and hear what your camera and microphone show. They cannot touch or examine you. So your provider may ask you to:

• come in to be examined
• go to urgent care or an emergency department
• have tests

Please follow that advice. A video visit does not always replace an in-person visit.

5. Rules for every video visit

• Location: you must be in The Bahamas during the visit. We ask which island you are on.
• Identity: your provider may ask to see a photo ID the first time.
• Under 18: a parent or guardian must be with the child on camera for the whole visit.
• Joining: you can join from 10 minutes before the start until 30 minutes after the end. A call that has started is never cut off by the clock.
• Join links: the one-tap link in your email is for you only. If you are not signed in, it asks for the date of birth of the person the visit is for.
• Before the visit: test your camera and microphone. We may ask you a couple of questions to help your provider prepare.

6. If something goes wrong

• If your call drops, your provider will try to reconnect or phone you.
• If the video is poor, the call can switch to sound only. You can also tap "Phone me instead".
• If you do not join within 10 minutes of the start, your provider may mark you as not attending. If the problem was on our side, it does not count against you.
• If your provider is running late, they can tell you in the waiting room.

7. Not for emergencies

Video visits are not for emergencies. If you feel very unwell, call 919 or 911 or go to the nearest emergency department. Do not wait for your visit.

If your provider thinks you need urgent help during the call, they will tell you what to do.

8. Stopping

You can stop a video visit at any time. You can also choose an in-person visit instead.

Fees and refunds for video visits follow the same rules as in-person visits.

9. Your agreement

By ticking the box, you agree to video visits as this page explains. We ask once. We ask again if this wording changes in an important way. We keep a record of what you agreed to and when.