CareAccess Live

  • CareAccess Live - Overview from HISD Benefits Vimeo or HISD Benefits YouTube

    woman using careaccess live CareAccess Live is a virtual care platform that lets Aetna Memorial Hermann ACO and Texas Medical Neighborhood plan members securely text with a doctor any day, any time. This service is not available to Kelsey-Seybold ACO plan members or Kelsey Select ACO members, as Kelsey-Seybold has its own plan features (see * below). The CareAccess Live app allows you to connect to easy, quality care from your phone or computer.

    CareAccess Live app
    The next time you have a non-emergency medical question, try using the CareAccess Live app to securely text with a doctor. There is a $0 member cost share, doctors are available 24/7, and you can talk for as long as you need to. Just download the app from the App Store or Google Play or visit to sign up and begin texting with a doctor in seconds.

    For complete instructions on how to register, complete with screen shots, please see the Registration Guide in the upper right on this page. If you have any problems or questions not answered in the FAQs, please email Someone is available to help you 24 hours a day, seven days a week.

    CareAccess Live doctors are available to help when you:

    • Feel sick but it’s not an emergency
    • Have a minor injury
    • Have general medical questions or want peace of mind
    • Need a routine prescription refill (controlled substances, non-therapeutic, and certain other drugs may not be available)
    • Are not sure where to go to get care

    Members of Aetna, with the exception of Kelsey-Seybold ACO plan or Kelsey Select ACO members, can securely text doctors 24/7 with the CareAccess Live app. This allows members to get care when getting into the doctor’s office isn’t an easy option, and it averts members from after-hours calls and unnecessary emergency room visits.

    CareAccess Live providers are board-certified and credentialed physicians who are part of CMDPN, LLC (CirrusMD Provider Network) and licensed to practice across the U.S. Members can access CareAccess Live by downloading the CareAccess Live app or online at

    *Kelsey-Seybold ACO and Kelsey Select ACO offer MyKelseyOnline, which allows members to email their doctors, get most test results, and schedule appointments online. E-visits and video visits are also available 365 days a year using a camera-enabled smartphone, tablet or computer. Visit for more information.

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    CareAccess Live Testimonials

    “The consultation was for my 4-year-old daughter. It was not urgent, but I needed advice from a doctor, and that is exactly what I received. Not only was the doctor prompt, but he was also very helpful and saved me a trip to urgent care on a Saturday.”

    “Dr. McKinney asked me questions that I could respond to and got to know me first. He asked about my problem, and I explained in detail. He is a doctor with integrity, empathy, and compassion….I thanked him for his time, patience, and knowledge.”

    “Thank you SO much for this service!!! Instead of taking hours to go to the doctor, I had my question answered within five minutes.”

    “It was fast, and the doctor was very patient with all of my questions.”

    "This was a big help as my PCP left his practice, and I have yet to find another one.”