How Inova is addressing patient messages

We take great pride in offering compassionate and seamless care that is always on time. Because of this, our doctors, nurse practitioners and physician assistants dedicate many hours to answering messages from their patients outside regular appointments, as they truly care about ensuring each patient gets the best possible clinical advice for the individual’s specific health concerns.

We believe that by working together, we can improve everyone’s health and wellbeing – including our providers. This means connecting you to the right provider, at the right time, and using the right method of communication. If you need to reach out to us, here are some ways you can help us take better care of you:

• If you’re experiencing new symptoms, need a new medication or might need to adjust your current medication dosage, please schedule an appointment with your provider
• For nonurgent concerns about a chronic health condition or an upcoming appointment, you can send a message to your provider’s care team in MyChart for a quicker response
• If you need a refill for a medication you’re currently taking, you can use the refill request feature in MyChart or send a message to your provider’s care team if you need authorization from your provider
• If you require urgent medical care and can’t wait for an appointment with your provider, please visit an urgent care facility – and in case of emergencies, dial 911

FAQs about messages to your provider’s care team

What type of message should I send to my provider’s care team? 

Here are a few examples of messages that will be reviewed and addressed within three business days: 

• Appointment requests
• Advice regarding lab tests  
• Current medication refill requests  
• Follow-up questions from a recent appointment
• Medical advice on an upcoming procedure  
• Brief health updates to providers 

What type of message should be addressed during an in-person or virtual visit? 

Here are examples of messages that should be addressed during an in-person or virtual visit:  

• New symptoms or medical conditions that require evaluation by a provider or a referral to another provider for further advice
• Request for new medication or adjustment in current medication dosage
• Change in treatment plan for a chronic disease

I need medical advice but am not able to make an appointment. Can I still send a message in MyChart?

To uphold our commitment to providing seamless, compassionate care, some of your medical messages may require more detailed guidance from an Inova provider. In these situations, we may suggest scheduling an in-person or virtual visit with us to ensure you receive the best level of care.

Starting March 26, 2024, if the suggested in-person or virtual visit cannot be scheduled due to your or your provider’s availability, your medical message may be addressed with an e-visit. This gives us an opportunity to provide a more thoughtful, clear response with the best clinical guidance.

What is an e-visit?

E-visits allow you to communicate with your doctor or other healthcare provider using digital communication, such as MyChart, to answer quick questions or decide if you need to schedule a visit. Similar to an in-person or virtual visit, standard charges, such as copays or co-insurance, will apply for an e-visit. You can verify coverage for online digital evaluation with your health plan. You also have the option to self-pay for an e-visit.

How do I know if my message will be converted into an e-visit?

Based on your medical question, your provider’s care team will contact you if we need to schedule an in-person or virtual visit. If you’re unable to schedule a visit, you will be notified if your message will be addressed as an e-visit.