Frequently asked questions
Telehealth FAQ for Puerto Rico
Our telehealth FAQ for Puerto Rico covers our telehealth in Puerto Rico service: who can use it, how it works for children and guardians, whether visitors can use it, which visit type to choose, how booking and confirmation work, how your prescription reaches you, what happens after you pay, how to cancel, how we protect your privacy, and which documents to have ready.
Frequently asked questions
Who can use the service?
Anyone of any age who is physically in Puerto Rico during the visit and is not having an emergency. Patients under 21 need a parent or legal guardian present on camera. See how it works.
Do you see babies and children?
Yes. The doctor sees children of all ages and adults, at the same price for each visit type. See online doctor visits for kids.
The patient is under 21. Who has to be there?
A parent with patria potestad (parental authority), or a court-appointed legal guardian. That person signs the consent, stays on camera for the whole visit and shows photo ID. A legal guardian must also have the guardianship court order.
Can another adult, such as a grandparent or aunt, bring the child?
Not for now. Only a parent with patria potestad or a legal guardian can authorize and attend a visit for a patient under 21. If they are not there, the visit doesn't go ahead and we refund you.
Does the under-21 rule apply to birth control and STI visits too?
Yes. In Puerto Rico the rule applies to every visit, including birth control and STI testing and treatment: if the patient is under 21, a parent or legal guardian is present on camera.
I'm visiting Puerto Rico. Can you see me?
Yes. Tourists, visitors and cruise passengers are welcome, as long as they are physically in Puerto Rico during the visit. See care for visitors.
I'm outside Puerto Rico. Can I have a visit?
No. The doctor is licensed in Puerto Rico, so you must be in Puerto Rico during the visit. If you travel before your visit time, cancel and we will refund you.
Which visit type should I choose?
A doctor visit for a new problem, urgent care, children and most everything else. A follow-up visit for a refill of a medicine you already take or a review of lab results from a previous visit. School and work forms for school, university or job forms. If you're not sure, choose the doctor visit. See pricing.
What if my visit needs more than I booked?
If a follow-up or forms visit turns out to need a full doctor visit, the doctor explains why and, only with your consent, you pay the difference. We never charge you more without asking.
How do I book?
Go to book a visit, choose your visit type, confirm you are eligible and pay on Stripe's secure page. Request a visit online 24/7 — we confirm your time by email or text.
What happens after I pay?
We confirm your time by email or text, at the email and phone you gave when paying. Then we send you a secure video link and an invitation to complete your details and sign the consent. If you don't hear from us, check your spam folder.
What do I need for the video visit?
A phone, tablet or computer with a camera and microphone, a stable internet connection and a private, well-lit place. The secure link works on your phone, tablet or computer.
Can I have the visit by phone call instead?
No. We only do real-time video visits.
What languages do you offer?
English and Spanish. The doctor speaks both. Some online forms are in English only.
How does my prescription reach me?
If appropriate, the doctor prescribes and we send your prescription to your pharmacy. Have the name and address of your pharmacy in Puerto Rico ready. We do not prescribe controlled substances.
Can I get a doctor's note?
Yes, if you need one. A doctor's note for work or school after your visit is included at no extra charge.
How do I cancel or change my time?
Email [email protected] before the visit, from the address you used to pay. If you cancel before the visit, we refund you in full; you can also ask for another time. See cancellations and refunds.
What documents should I have ready?
Photo ID. If the patient is under 21, the parent's or guardian's ID, plus the guardianship court order for a legal guardian. Also have a list of the medications you take, your pharmacy's name and, for a child, a recent weight.
Is my information protected? Are visits recorded?
Your record and the video visit are on a platform built for health information. Payment is processed by Stripe, which receives no health information. Visits are not recorded, and we ask that you do not record them either. These pages use no advertising or analytics trackers. See the privacy notice.
Does this replace my primary care doctor?
It can be your option for new problems, urgent care, refills and follow-ups by video. If you already have a primary care doctor, share what was discussed in the visit with them.
Telehealth FAQ: can't find your question?
Email [email protected] and we'll help. Please don't send symptoms or medical details by email: you discuss those with the doctor in the visit. In an emergency call 911.
Need to see the doctor?
Request a visit online 24/7 — we confirm your time by email or text.
About this page
Author: The Health Initiative
Medical care provided by Dr. Diana Nieves Castro, MD (PR license 24027)
Disclosure: Founding Executive Director of The Health Initiative
Published: 2026-09-30 · Updated: 2026-10-02