Omni + Hale


How will we connect?

In order to schedule a virtual video visit, you MUST call our office.

ARCADIA –
602-954-3919
GLENDALE – 623-299-9540
TEMPE – 602-559-5470
WEST PHX/THOMAS – 623-478-8000

We use an app called Hale Health that integrates with our electronic health records. It’s a video visit that is just like FaceTime! You will receive a registration email once you have scheduled your appointment. To read about data protection and HIPAA compliance, please see the below FAQ’s.


Conditions that will apply for virtual visit are:

Acne
Any Rash
Eczema
Psoriasis
Seborrhea
General Medication Refills
Skin infections such as bacterial or fungal infections
If you are coming in for a mole check, skin cancer checks/follow-up, or hair loss, you will not be able to be seen virtually.


Once you call our office and schedule your virtual visit, you will receive a telemedicine consent through the app. Please fill this out prior to your visit. If it is not filled out, your visit may not occur.


Typically a virtual visit is close to the same amount as your in-office visit.


Virtual visits are typically covered by your insurance.


We accept all major credit cards. If you are a cash pay patient, we will call to collect prior to your appointment.


For the time being, only Arizona residents are eligible for virtual visits. We are currently working on adding other states, so stay tuned! We encourage you to sign up for our newsletter at the bottom of our website to get updates!


Open the Hale Health app. You will see your most recent case. Swipe left to right to view past cases.


Coming soon


Yes! For dermatologists, looking at digital photos and video uploaded by online patients mimics what they’ve already experienced during their education and training to become a dermatologist. Knowing how to analyze and diagnose conditions based on images is very familiar to them, which makes online dermatology such a natural extension of our practice. Of course, not every single medical case is suited for online dermatology; for example, annual full body examinations and certain procedures should be handled through in-office visits. However, thousands of skin, nail, and medical conditions can be diagnosed through the online visit format.


Each visit covers the thorough review, diagnosis, and treatment recommendations for 1 condition.


General FAQ


Is Hale HIPAA Compliant?

Yes. Hale is committed to ensuring the confidentiality and privacy of our users’ health information. Hale’s infrastructure and internal policies are designed to meet – and exceed – all standards outlined by the Health Insurance Portability and Accountability Act (HIPAA). All data used on the Hale platform is encrypted in transit, end to end, and at rest. Only the providers you are connected to within Hale have access to your personal health information; we will never share any of your personal information with anyone else, for any reason.


Only the providers you are connected to within Hale have access to your personal health information; we will never share any of your personal information with anyone else, for any reason.


Hale is committed to ensuring the confidentiality and privacy of our users’ health information. Hale’s infrastructure and internal policies are designed to meet – and exceed – all standards outlined by the Health Insurance Portability and Accountability Act (HIPAA). All data used on the Hale platform is encrypted in transit, end to end, and at rest. Only the providers you are connected to within Hale have access to your personal health information; we will never share any of your personal information with anyone else, for any reason.


Welcome to Hale!

If you have received an invitation from your doctor, you first need to download the Hale app to your iOS device or Android device.

Before setting up your account, Hale first needs to verify your identity to keep your personal health information secure. After opening the application, simply tap Get Started to start the process of setting up your account.

To protect your personal health information, you’ll first be asked for information in order to verify your identity – and then sent a code to confirm your account. Once verified, the app will guide you through the process of setting a password for your account and adding a profile photo.

If you have any trouble setting up your account, please let us know at [email protected] and we will be able to help get you set up right away.


Because Hale connects you to your own doctor, an invitation is required and only patients of doctors already using the Hale platform can currently use the app.

If you have received an invitation from your doctor and are having trouble accessing your account, please contact us at [email protected] so we can get you set up.

If you are interested in learning more about Hale, or to request that we reach out to your doctor to join the platform, feel free to drop us a line at [email protected]


Because Hale connects you with your own doctor, an invitation is required and only patients of doctors already using the Hale platform can use the app.


Hale works on most up-to-date iOS and Android smartphones.

Hale is available for iOS devices on the Apple App Store and Android devices on the Google Play Store.

For iOS:

You can download Hale directly to your iOS device from the Apple App Store by searching for the “Hale Health” in the App Store app on your device:

1. Open the App Store on your iPhone or iPod Touch

2. Tap the Search icon on the bottom of your screen
3. Search for “Hale Health” – you’ll know you’ve found the right one when you see the Hale icon.
4. Tap the “get” button at the top of the Hale app page

The app will download to your home screen. When the download is complete, you can open the app by tapping the Hale icon.

Hale works for iPhone or iPod Touch – and is optimized for iPhone 5, iPhone 6, and iPhone 6 Plus. The app requires iOS 8.0 or later. (If you do not have iOS 8, you can find instructions in Upgrading to iOS 8.)

For Android:

You can download Hale directly to your Android device from the Google Play Store here or by searching for “Hale Health” in the Play Store app on your device:

1. Open the Play Store on your Android device.
2. Tap the Search icon on the bottom of the screen.
3. Search for “Hale Health” – you’ll know you’ve found the right one when you see the Hale icon.
4. Tap the install button at the top of the Hale app page.

The app will download to your applications folder. When the download is complete, you can open the app by tapping the Hale icon.


Updating your Hale app to the most recent version ensures that you have access to the latest features and performance enhancements.

You can find the latest version of the Hale apps by going to the iTunes App Store – or directly from your Hale dashboard:

1. Tap the Settings icon
2. Open ‘Support”
3. Select ‘Update App’


An internet connection (either through wireless service or a WiFi connection) is required to use Hale. As an additional measure to protect your privacy, Hale does not store any of your health information directly on your phone. This means an internet connection is required to reach our secure servers – which guarantees that you are always seeing the latest information within your cases and that your messages will always reach your doctor.


Ensure you have a good connection to your wireless or WiFi service. Images, even those taken by your cell phone, can be large files and require a consistent connection to be uploaded to the Hale servers. Check your connection and try uploading them again.

Try quitting the Hale app and reopening it. If you have apps running in the background, they could be using up a lot of your phone’s memory – try closing additional apps and reopening the Hale app. You can also try turning your phone off and turning it on again to reset its memory.

If you continue to have trouble uploading images, please contact us at [email protected] to report it. We’ll look into the issue right away.


The Hale app is not intended for medical emergencies. If you believe you are experiencing a medical emergency, please either call your doctor directly or seek immediate care by calling 911.


Yes, when creating a new case or refill request, you have the ability to first select which provider the request is for.

To start a new request:

Tap the New Request – plus sign icon in the upper right hand corner of the app.
Select the provider to whom you want tot send the request.
Choose symptom associated with your request.
Complete the associated questions and submit your request.
Your request will be sent directly to the provider you selected.


Account Management


I got an invite from my doctor – how do I set up my account?

Welcome to Hale!

If you have received an invitation from your doctor, you first need to download the Hale app to your iOS device or Android device.

Before setting up your account, Hale first needs to verify your identity to keep your personal health information secure. After opening the application, simply tap Get Started to start the process of setting up your account.

To protect your personal health information, you’ll first be asked for information in order to verify your identity – and then sent a code to confirm your account. Once verified, the app will guide you through the process of setting a password for your account and adding a profile photo.

If you have any trouble setting up your account, please let us know at [email protected] and we will be able to help get you set up right away.


To see the providers that you are connected to through Hale:
Select the menu icon in the top left corner of your Dashboard
Tap the “Providers” menu
View each provider’s profile

Note: if you previously had access to a provider but no longer do, they will be listed as “Deactivated” in the list and you will not have access to their full profile.


If you are not receiving push notifications but would like to, ensure your phone’s settings allow notifications for the Hale app:
1. Open your iOS settings
2. Select “Notifications”
3. Select the Hale Health app from the list
4. Make sure that “Allow Notifications” is turned on
5. Select the type of notifications you’d like to receive.

If after you check your settings you are still not receiving notifications, try logging out of the Hale app and logging back in to reset your notifications.


If you would like to change your push notification settings:

1. Open your iOS settings.
2. Select “notifications.”
4. Select the Hale Health app from the list.
4. Make sure that “Allow Notifications” is turned on.
5. Select the type of notifications you’d like to receive.


If you’ve forgotten your password – don’t worry! You can reset it by selecting “reset password” underneath the green bar on the login screen. Enter the email address associated with your account.


Currently, you cannot change your name in the app to ensure your doctor knows your identity when sharing information regarding your medical cases.
You can, however, provide a nickname – or preferred name – that will be used in addition to your full name:

1. From the Dashboard, open the main control panel in the upper lefthand corner.
2. Select the “Profile” option.
4. Tap “nickname”, enter your preferred name and press “Save”


To change the profile photo associated with your account, simply:

From the Dashboard, click on your profile avatar and select “Settings”
Click on the photo or select the change button underneath
Select a photo file from the file picker
Click Save


Yes, when creating a new case or refill request you have the ability to first select which provider the request is for.
To start a new request:

Tap the New Request – plus sign icon in the upper right hand corner of the app.
Select the provider to whom you want to send the request.
Choose symptom associated with your request.
Complete the associated questions and submit your request.
Your request will be sent directly to the provider you selected.


Because Hale connects you to your own doctor, an invitation is required and only patients of doctors already using the Hale platform can currently use the app.

If you have received an invitation from your doctor and are having trouble accessing your account, please contact us at [email protected] so we can get you set up.

If you are interested in learning more about Hale, or to request that we reach out to your doctor to join the platform, feel free to drop us a line at [email protected]


If you are having trouble logging into your account, double-check that you are using the correct email address and password. (While you may have more than one email address you regularly use, only one is associated with your Hale account.)

To reset your password, tap the “Reset Password” link underneath the green bar on the login screen. Enter your email address to receive a link that will allow you to reset your password.

If you do not know which email address is associated with your Hale account, or are continuing to have trouble resetting your password and logging in, please contact us at [email protected] so we can identify what’s going on and get you logged in right away.


If you received an error message while trying to activate a Hale account either the information entered does not match the information on file with your doctor, or your doctor has not given you access to connect with them through Hale.

Please ensure the information entered is correct. If the error persists, please contact us at [email protected] so we can help identify the problem.


Messaging


How do I reply to a message from my doctor?

To reply to a message from your doctor, open the message you’d like to reply to and tap the “Reply” button located in the bottom right corner of the page. In some cases, long messages will exceed the length of the screen so you’ll need to scroll down to show the “reply” button at the end of the message.


Attaching photos to your messages is a great way to provide information to your doctor that a simple description can’t convey.
When writing a message, the camera appears above the keyboard on your screen. Tap this icon to launch the camera. You can either select an image from your camera roll or take a new photo. Please remember that you’ll need to give the Hale app permission to access your camera. If you have not already done this during the app set up, you’ll be prompted to do so upon attaching your first photo.


If you’ve opted in to receive notifications from Hale, each time your doctor or someone from your doctor’s team sends you a message, you’ll hear a sound and receive a push notification. The app icon will also be updated with a red badge indicating the total number of new items. (If you are having trouble receiving notifications, or if you would like to enable them visit your notification setting on your device.)
If you are already using the app when you receive a message, you’ll hear the same sound and a notification will drop down from the top of the screen. Tapping this notification will immediately open the new message.


Ensure you have a good connection to your wireless or WiFi service. Messages must be sent to our secure servers before they are delivered to your doctor. Check your connection and try sending the message again.
If you sent a message, but cannot see it in your case, try quitting the Hale app and reopening it. Sometimes an inconsistent connection will allow the message to be sent, but not reflect that change in the app. Logging in again often remedies this.
If you continue to have trouble sending messages after checking your connection, please contact us at [email protected] to report it. We’ll look into the issue right away.


If you are no longer connected to your provider, all of your existing cases will be locked and you will not be able to send them messages or new requests. You can always log in to Hale and view previous activity, however you can no longer communicate directly with your doctor through Hale.
Any existing cases you have with your doctor will appear as locked, disabling the ability to reply within the case. If you need to get in contact with your doctor or have questions regarding your access please contact your doctor’s office directly.


Health Education from Mayo Clinic


Why do articles appear in my case timeline?

Up to two Mayo Clinic articles may be shown on each of your case cards, giving you easy access to the most recent materials your doctor has sent you. Simply tap the dark blue bar to open the full text article.
To see any additional articles your doctor might have sent before, tap the case name to view the entire case timeline. Any article attachments will be shown as dark blue bars in the timeline and can be opened from there.


Many Mayo Clinic articles contain rich images and diagrams to help you better understand your health and medical concerns. To view an image, simply tap on the small thumbnail and it will be displayed full size. Click the X to close the image and return to the full text article.


There may be times when your doctor would like to send you additional information about a disease, treatment or general health topic. Through Hale, they can provide you access to high quality articles from Mayo Clinic.
When articles are sent by your doctor, they will be included with a message – similar to an attachment. To view the article, simply open a message that has the article icon, read the note from your doctor and tap anywhere in the dark blue area to open the Mayo Clinic content. You can then scroll through the article, expand additional sections and view any full-size images included.


Connected Devices


Can I connect my fitness device to Hale?

Yes, you can authorize Hale to access your Apple Health or google Fit data and share it with your participating doctor. If you allow access, your doctor can view your step count, blood glucose levels, and blood pressure.
To allow access:
1. From the dashboard, open the main control panel in the upper lefthand corner.
2. Select ‘Apple Health’ or ‘Google Fit’
3. Click the radio button next to ‘Enable Apple Health’ or ‘Enable Google Fit’
4. Choose which providers to share the data with by selecting the radio button to the right of the providers name.


Questionnaires


How do I answer a questionnaire from my doctor?

There may be times that your doctor would like to ask you for some information, whether to understand your symptoms a bit more or simply check in on how you’re doing. Instead of going back and forth amongst messages, structured questionnaires make it quick and easy to provide your doctor with the info they need to provide you with the best possible care.
When questionnaires are sent by your doctor, they will be included with a message – similar to an attachment. To answer a questionnaire, simply open a message that has the questionnaire icon, read the note from your color, and tap anywhere in the green area to launch the questionnaire. The app will then guide you through a series of questions meant to help your doctor better understand what’s going on.
There are different types of questions you may be asked; simply read the instructions and answer each one carefully. If you ever need to go back to change an answer, simply swipe down on the green cards to step back in the questionnaire.
Before submitting your answers, you’ll be shown a summary of your responses. Review these – and if you need to, simply tap “Start Over ” to restart the questionnaire.
Assuming you’ve already read the message from your doctor, you may also launch a questionnaire directly from the Notification Center or directly from the “Questionnaires” section of your case card. And if you close out of the questionnaire before you’ve submitted your answers, you can always open it again and keep going. (The app will hold your place, although you may be a asked a few questions again depending on exactly where you exited the first time.)


If you have not submitted the questionnaire you may go back to change your answers. Simply swipe down on the green cards within the questionnaire to step back – and change your answers just as you would if you were answering the first time.
If you have already submitted the questionnaire, you may not change your previous answers. If you’ve submitted something in error, simply send a message to your doctor wishing the case to clarify the issue.


While it is always best to finish a questionnaire in one session – especially given how short they are – the app will keep your place in the middle of a questionnaire if you exit out of it. Reopening the questionnaire will start you again where you left off. (Note that you may be asked a few questions again depending on exactly where you exited the first time.)