What we don’t do
When to go in person: what telehealth can't do
What telehealth can't do with us is a short list: the doctor evaluates, diagnoses and treats adults and children of all ages by video, and if needed gives you a lab order for a lab near you. Only two things are out: emergencies, where you should call 911, and controlled substances. A few documents also need an in-person step.
What we do not handle by video
Emergencies: call 911
Controlled substances
Emergencies: call 911
If you have chest pain, trouble breathing, stroke signs, bleeding that won't stop or another warning sign, call 911 or go to the nearest emergency room. For problems that aren't emergencies but can't wait, there is virtual urgent care. See when to go to the ER.
Controlled substances
We do not prescribe controlled substances, such as opioids, stimulants or certain anxiety or sleep medications. For everything else, if appropriate, the doctor prescribes and we send your prescription to your pharmacy, including refills of medicines you already take.
What telehealth can't do: documents with an in-person step
Some documents legally require something done in person. We help with the part that can be done by video:
- Certificado de salud (health certificate): the TB skin test is placed and read at a lab. We give you the lab order in a forms visit. More in the health certificate guide.
- Vaccines and the vaccination certificate ([PVAC-3](route:guide-pvac3)): given and recorded in person. See the school certificates guide.
- Forms that need a vision exam, such as the driver's license form. See the driver's license certificate guide.
Is this an emergency?
Call 911 or go to the nearest emergency room for chest pain, trouble breathing, weakness or numbness on one side of the body, confusion, bleeding that will not stop, or if you think your life is in danger.
Help lines
What we do
How we care for you
We evaluate, diagnose and treat; if needed, we give you a lab order for a lab near you.
We see adults and children of all ages. Patients under 21: a parent with patria potestad (parental authority) or a legal guardian is on camera for the whole visit and shows photo ID.
Real-time video visit. We send you a secure video link. It works on your phone, tablet or computer.
If appropriate, the doctor prescribes and we send your prescription to your pharmacy. We do not prescribe controlled substances.
You must be physically in Puerto Rico during the visit (visitors, tourists and cruise passengers are welcome).
In an emergency, call 911.
Frequently asked questions
Which medications can't be prescribed by telehealth?
Do you see children by video?
Can you do the health certificate by video?
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