TimelyCare

What is TimelyCare?
TimelyCare is a virtual health and well-being platform specializing in higher education and focused on providing accessible 24/7 health care to college and university students. SIU School of Medicine is making TimelyCare’s virtual mental health services available at no cost to students. TimelyCare’s licensed providers help students address common conditions that can be safely diagnosed and treated remotely.

Why did the School of Medicine decide to make TimelyCare available to students?
TimelyCare offers on-demand and scheduled services to enhance students’ access to additional mental health support and gives students a greater variety of options, with ease of scheduling the time and modality that best fits their needs. TimelyCare is not a replacement for other mental health and well-being resources available to SIU School of Medicine students.

Who can use TimelyCare?
Any enrolled Southern Illinois University School of Medicine student can use TimelyCare.

How do I know if I should use TimelyCare or other SIU School of Medicine mental health resources?
Students can choose the options that best fit their needs and are encouraged to use any and all resources available to them.

TimelyCare allows for 24/7 access to TalkNow for emotional support and MedicalNow for health care as well as hubs for self-care content and basic needs support resources. Other services available through TimelyCare, such as Scheduled Medical, Scheduled Counseling, Health Coaching and Psychiatry, are available by appointment.

Other mental health resources available to students can be found under “Health Resources.”

Who should students contact if they are having a mental health emergency?
If a situation seems life-threatening, students should go to their nearest emergency room or call 911.

What services are available through TimelyCare?
With TimelyCare, students have access to:

MedicalNow: 24/7, on-demand support for common health issues, including cold, flu, and allergies.
TalkNow: 24/7, on-demand emotional support to talk about anything, including anxiety, relationships, depression, and school-related stressors.
Scheduled Medical: Choose the day, time, and medical provider that best works for you.
Scheduled Counseling: Choose the day, time, and mental health provider that best works for you.
Health Coaching: Develop healthy lifestyle behaviors, including nutrition, sleep habits, time management, and mindfulness.
Psychiatry: Appointments are available through referrals.
Self-Care Content: Visit the “Explore” page within TimelyCare for guided self-care content, including yoga and meditation sessions, as well as group conversations with our providers on a variety of health and well-being topics.
Basic Needs Support: Access to low or reduced-cost community resources, including food and housing assistance, transit support, childcare, and finances.

How many sessions can I receive?
MedicalNow: Unlimited
TalkNow: Unlimited
Scheduled Medical: Unlimited
Scheduled Counseling: 9 sessions per year per student. Beyond this amount will require a fee paid by the student.
Health Coaching: Unlimited
Psychiatry: Upon Referral or Request: The Office of Student Affairs has a limited number of tokens available to the student body for psychiatric appointments. Your TimelyCare provider may refer you to Psychiatry or, if you feel you would benefit from a psychiatry appointment, you can reach out to Dean of Students Dr. Haneme Idrizi by emailing her at hidrizi24@siumed.edu or calling 217-757-6655 to request a token.

What can I be treated for?
TimelyCare’s providers can offer support for a wide range of common concerns and conditions. Some common issues include stress and anxiety, relationships, depression, nutrition, and healthy lifestyle. After talking with you, they will decide on the best course of treatment.

What hours are services available?
Scheduled medical, counseling and psychiatry appointments are available days, evenings, and weekends. Students can choose appointment times that are convenient for them.

MedicalNow and TalkNow services are available 24/7.

How do I log in?
Mobile Users
1. Download the TimelyCare app from the App Store or Google Play.
2. Register using your SIU School of Medicine email address and complete your account profile.
3. Press "Get Care" to get started.

Desktop Users
1. Visit timelycare.com/siumed.
2. Click "Sign In" at the top right of the page.
3. Register using your SIU School of Medicine email address and complete your account profile.
4. Press "Get Care" to get started.

Can I access telehealth services outside of the United States?
Due to healthcare provider licensing laws, TalkNow is the only service available outside of the United States. In order to use this service, students must download the TimelyCare app in the U.S. prior to any travel. Students also must use a U.S. phone number or VPN while abroad to access TalkNow services.

Whom do I contact for technical or scheduling support with TimelyCare services?
Please contact TimelyCare’s customer service team at 833-4-TIMELY (84-6359) or help@timely.md if you need help scheduling a visit, want to share a concern, or have any other issues or questions.

How much does a visit cost?
There is no cost for enrolled SIU School of Medicine students.

Will I need to provide insurance information?
No, insurance information is not needed to access services through TimelyCare.

I already have insurance. How does TimelyCare benefit me?
With TimelyCare, you will have free, 24/7 access to providers from anywhere in the United States, regardless of your insurance status. So, you’ll never have to spend time or money looking for care, whether you’re on or off campus.

Can TimelyCare providers prescribe medications?
Yes, if the provider deems it clinically appropriate.

TimelyCare’s psychiatric providers are licensed and able to prescribe certain medications as part of your care plan, if clinically appropriate. TimelyCare providers do not provide prescriptions for controlled substances, lifestyle medications, or other potentially high-risk drugs.

TimelyCare is not an online pharmacy, and cannot fill prescriptions. If a prescription medication is part of your treatment plan, it will be sent to the pharmacy of your choice. You are responsible for the cost of any prescriptions, over-the-counter treatments, or follow-up visits you may need related to prescriptions. TimelyCare counselors cannot write prescriptions.

How do I see more information about the TimelyCare providers?
Information about providers is available after a student has registered for the service and is presented at the time of scheduling a counseling visit.

Can I select the provider for my scheduled telehealth counseling visits?
Yes, students have the option of selecting a provider and time of visit. Provider profiles are available in the app.

What if I need more than 9 sessions with a provider?
Students can discuss their needs with their provider and develop a plan for ongoing care, which may include a referral to an alternative provider outside the TimelyCare service.

What is the cancellation policy for scheduled counseling sessions?
For all appointment-based visits, students may cancel up to 24 hours prior to the time of the visit. Within 24 hours of the visit time, it will be considered a no-show and the cancelled visit will count toward a student’s session limit.

Will this be a part of my medical record?
If you are a TimelyCare patient, your visit records will be saved as part of your TimelyCare medical record which is separate from your official medical record, ensuring your privacy and confidentiality. In rare instances, your information may be shared with designated student therapists on the Springfield and Carbondale campuses.  

As part of your agreement to the Terms of Service when you register your TimelyCare account, you agree that a record of each visit with TimelyCare will be shared with designated campus therapists.

You may opt-out of your information being shared with the campus therapist by contacting TimelyCare directly.  If you want to share your records with anyone outside of TimelyCare, you can print or email your records, or call 833-4-TIMELY to have a copy of your records sent to another provider. Please visit the TimelyCare website for more information on their Terms of Service and privacy practices.

Where can I learn more about medical records, privacy, technology, and accessibility?
For information on these topics, please visit the TimelyCare website or contact the Customer Support team at 833-4-TIMELY or help@timely.md.