It depends. Ideally, our neurologists need to meet all new patients in person the first time.  This allows our doctors to conduct physical examinations as called for, and gather any other data that may be difficult or impossible to collect over video.

Importantly, visits for some conditions, including Parkinson’s disease and multiple sclerosis, do require an in-person initial visit. Diagnosis and/or first-time treatment of these diseases requires hands-on analysis.

We realize some patients may be extremely concerned about going out in public during the COVID-19 pandemic. It is important to know that Neurology Associates is taking even greater health and safety precautions than usual because of the novel coronavirus, providing as protected a space as we possibly can to both patients and staff.

Please call us at 480 800 4890 to discuss your specific needs and questions. 

Yes, if you are seeing a neurologist, and/or our naturopathic physician/counselor, our psychiatric nurse practitioner, or, depending on treatment, our physical therapist. Just call us at 480 800 4890 for details specific to your inquiry.

Most insurance companies have relaxed their restrictions on medical video visits because of COVID-19. If you are unsure whether your insurer will cover telehealth, please call that insurance company.

Yes, although it depends on the reason for the visit. Some providers and all technicians still must conduct appointments in person (see the next question for details). Also, if you are a new patient, we likely will need you to come in to the Chandler clinic for the first visit (please refer to the first question in this FAQ). Call us at 480 800 4890 for more information.

All neuropsychological and medical marijuana evaluations, as well as all injections, infusions and diagnostic tests, including MRIs, must be done in person. Most physical therapy is done in person as well, although some may be conducted over video. Please call us at 480 800 4890 for more information. In addition, until further notice, each of these services takes place at our Chandler clinic.

Yes, the same policy applies as if you canceled an in-person visit. Canceling a telehealth appointment with less than 24 hours’ notice will result in a $50 fee.

The process works much the same as if you were in the office. To that point, please sit in as quiet and private a space as possible during your video appointment. This minimizes any distractions, interruptions and noise for both you and your provider. 

Here is a step-by-step overview of how video appointments work:

1. We will send the link to your private video call in advance of your remote appointment. This works best over email but we can send a text if needed.
2. Fifteen (15) minutes before your appointment time, click the link we provided.
3. Enter your first and last names when prompted. (Refer to the next section, “Technology Requirements,” for information about enabling your camera and microphone.)
4. A front desk associate will answer your video call, verify your insurance information and collect your copay.
5. The associate will then transfer your call to your medical assistant, who will be in a private room and will collect health information from you, the same as if you were in the room together.
6. Once that is concluded, the medical assistant will leave the room and notify the doctor that you are waiting. You will not be placed on hold; the call will stay live as if you were actually in the room.
7. Your doctor will then come into the private room and conduct your appointment as if you were together in person.
8. When you and your doctor are done, your medical assistant will return and check you out.
9. When your appointment ends, make sure to close the link.

We use a very simple platform called Doxy that works on modern laptops, smartphones, tablets and desktop computers with audio and video capabilities. Regulations require that our providers see you throughout your remote appointment. Video appointments are not compatible with Kindle readers, or the Google Assistant or Amazon Alexa smart speakers.

Your device or computer must use the latest version of the Safari, Firefox or Chrome internet browser and have JavaScript enabled (the system will alert you if this setting is disabled). Doxy will not install an application on your phone, computer or other device.

Doxy requires access to the device’s camera and microphone/speakers. When Doxy prompts, enable these capabilities after entering your name. Please remove any tape or other coverings you may have placed over your device’s camera.

We highly recommend using a high-quality internet connection. If you are on a smartphone or tablet, use mobile data if you have an unlimited plan. On a laptop or desktop computer, you may experience better quality by using an Ethernet cord between your computer and router and/or modem instead of using Wi-Fi. If using Wi-Fi, consider sitting as close as possible to your router.

If you are using a smartphone, please do not enable the Do Not Disturb function. The provider will no longer be able to hear you.

On any device you use – smartphone, laptop, tablet or desktop computer – close as many other programs as possible, other than the call with your doctor, to increase connection quality.

If you are encountering issues not addressed in this FAQ, search this link.

If the Doxy troubleshooting information did not address your issue, please call 480 800 4890,

ext. 426.