MDLIVE Telehealth

What is Telehealth?

The transmission of health related services or information over telecommunication infrastructure including clinical services, medical and behavioral health. The State of Hawai’i normally requires video + audio combination but audio only is permitted during the COVID-19 public health emergency. Email is not an approved channel.

Who is eligible for this benefit?

'Ohana's Quest Integration (QI) members are eligible for medical and behavioral health telehealth services. 'Ohana’s Community Care Services (CCS) members are NOT eligible for behavioral health telehealth services but if they are an  'Ohana QI member, they can access medical services from MDLIVE.

What is MDLIVE?

'Ohana contracts with a national telehealth provider, MDLIVE, to augment the existing  'Ohana telehealth network. MDLIVE providers are contracted as in-network providers. MDLIVE offers members 24/7 access to expert care from a board-certified doctor for minor illnesses as well as behavioral health providers. Doctors are available anytime, day or night, even on weekends and holidays.

All MDLIVE providers strictly follow the CDC guidelines and guidelines updates. A Coronavirus policy has been issued to all MDLIVE providers.

What is the telehealth benefit to you and your patients?

Telehealth Services are a covered plan benefit for 'Ohana Health Plan QI members. It is a channel of care delivery when members cannot meet with their provider face-to-face. Services include physical health and behavioral health services. Common illnesses include:

  • Joint aches and pains
  • Sore throat
  • Fever
  • Depression and anxiety
  • Sinus infection
  • Pink eye
  • Allergies

If your offices are closed or full and your members have symptoms of the virus, MDLIVE doctors can assess their condition and talk about next steps all from the safety of their home. Remember MDLIVE has doctors online 24/7 and it’s free for 'Ohana’s QI members.

If your patients are feeling anxious or stressed, they can contact MDLIVE therapists as well.

Under normal circumstances 'Ohana requires telehealth sessions to be combination of audio AND video – member must have live video capabilities with internet device like smartphone or tablet. However, during this COVID-19 public health emergency, audio-only sessions are permitted.

Who would benefit from telehealth services?

Providers who are unable to see their patients should consider referring them to MDLIVE. Members who are looking for safe, secure, convenient care AND who have access to a smartphone, tablet, laptop or desktop with camera. Members who are struggling with:

  • Home-bound
  • Transportation (traffic/distance)
  • Childcare
  • Sick/Illness
  • Long wait time at doctor’s office
  • Compromised immune systems

Exclusions include:

  • Deemed immediate risk to self or others
  • ADHD that requires a stimulant medication
  • Active hallucinations or delusions
  • Substance use in active medical detox
  • Moderate to severe autism spectrum disorders
  • Acute/severe trauma

Do members have to pay anything for this?

No, there is no cost to 'Ohana members who are eligible for the program.

How do members access telehealth services?

Members can make an appointment in 3 easy steps:

  1. Create an account in one of four ways
    • Phone: Speak to an MDLIVE Customer Service agent at 1-808-427-7872
    • Online:
    • Mobile App:
    • Text Ohana to 635483 (MDLIVE)
  2. Select an appointment time in the MDLIVE system
  3. Sign on to MDLIVE at their scheduled appointment time