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FAQs

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Find answers to your Frequently Asked Questions
Doctor On Demand FAQ's

General Topics

Do you offer International visits?
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International

Yes, you can join a visit while traveling internationally but the Board Certified Clinician will only be able to provide advice; no prescriptions will be written. The Board Certified Clinician may advise you on the medication you should try to obtain  (if any is recommended). However, under no circumstances can we provide a prescription- even if you are a US resident traveling abroad.

US Territories

Please note that at this time we are unable to support visits in areas such as the US Virgin Islands, Guam and Puerto Rico.

How do I get started?
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It would be our pleasure to assist you with getting started! Simply follow these steps, and you will be ready to see a Board Certified Clinician:

  • Download the Doctor On Demand app from the iTunes or Google Play store
  • Open the app and follow the on-screen instructions to register
  • Once you’ve registered, select “See a Board Certified Clinician Now”
  • Follow the on-screen instructions to enter your symptoms, allergies, and medications into the app.

If you do not have a mobile device and would like to use your laptop or PC, then you can do so by using our web app. To register, please visit us at: https://patient.doctorondemand.com/. All you’ll need is a webcam, microphone and the Google Chrome browser.

If you have any additional questions, feel free to reply to this email or give us a call directly at 1-800-997-6196. Our Member Support team would be happy to assist you!

How do you screen your Board Certified Clinicians?
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Each of our Board Certified Clinicians go through a rigorous selection process to become a part of the Doctor On Demand network. Subsequently, each Board Certified Clinician is monitored through our industry leading Quality Assurance/Quality Improvement Process.

The initial selection involves an interview with our Medical Leadership, as well as a thorough review of their clinical experience, training, licensure and questionnaire. This is then subjected to a NCQA/NPDB (National Committee for Quality Assurance)/(National Practitioner Data Bank) verification standard and background screen. These Board Certified Clinicians then go through telemedicine training and a second live interview and mock patient cases with Medical Leadership on the Doctor on Demand Video Platform.

Why isn’t Doctor On Demand free?
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Our app is free to download and there is no subscription fee. The price you pay is for your individual visit and is used to cover the cost of the Board Certified Clinician’s time. Keep in mind that our prices are usually less than what you would pay at an urgent care or ER, and in some cases your visit may be free. Find out more about how much Doctor On Demand costs here.

Do I need WIFI to use your service?
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Although we do recommend you use WIFI for the best possible experience, it is not required to use our service.  As long as your connection is 4G or LTE, then you should be fine.  If you do experience connection issues, you can simply switch to audio-only, when connected to a Board Certified Clinician, and your connection will improve.

If switching between WIFI and 4G/LTE it may be helpful to reboot your device before attempting to connect.

How much does Doctor On Demand cost?
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We offer access to a variety of Board Certified Clinicians. You pay on a by-visit basis when you talk to a Board Certified Clinician. Learn more about how much Doctor On Demand costs and to find out if your employer or health plan offers this benefit.

If paying with your insurance/employer benefits, the cost will vary depending on your benefits. All costs will be shown prior to scheduling an appointment.

Please see our pricing below:

Medical – Board Certified Clinician

  • $75 for a 15 min consultation ($79 starting 10/1/22)

Mental Health Clinicians

Psychology

  • $129 for a 25 min consultation
  • $179 for a 50 min consultation

Psychiatry

  • $299 for initial 45 min consultation
  • $129 for 15 min follow-up

Before the consultation ends, you will have the option to extend the call for an additional fee.

Do you offer a subscription program?
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At this time we do not.  We want to offer a service that everyone can use and only pay for when they use it.  If you think you’d like to see a subscription service for Doctor On Demand, email us and let us know!

Do you offer language interpretation?
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Doctor On Demand provides ASL (American Sign Language) interpretation and language translation for medical visits by appointment.

These visits are completed via Google Meet where the patient is able to connect with a licensed Doctor On Demand clinician and an interpreter.

Scheduling an Appointment:

  • Contact our Doctor On Demand Member Support team via email or phone to indicate the language neededsupport@doctorondemand.com800-997-6196
  • A member of the support team will assist with scheduling an appointment
  • After the appointment is scheduled, you will receive an email with verification of your appointment time and instructions on using Google Meet.

Once the visit is completed, you will be able to log into your Doctor On Demand account to view any associated documents and visit notes.

For any questions, please reach out to our Member Support team at any time. We would be happy to assist you!

Is your service available across the US?
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Yes, we are available across the entire United States.

Do I need an appointment?
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While our Medical practice does offer appointments, you can also see a Board Certified Clinician “On-Demand.” This allows you to be put in line to see the next available Board Certified Clinician.

For a mental health appointment with a Therapist or Psychiatrist, we do require an appointment. Appointments can be scheduled by using the self-schedule feature within the mobile app or website.

Can I share my visit notes with my PCP?
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Yes! If you need a copy of your visit notes to share with your primary care physician, follow these steps:

1) Go to doctorondemand.com

2) Login to your account and go to the “My Health” drop-down menu

3) Select “Visits” from the drop-down. You can  now view the notes from any of your visits with Doctor On Demand, and also have the option to print

Do you accept insurance?
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Yes. Doctor On Demand works with many employers and insurance health plans. During registration, make sure to add your insurance to find out if your health plan supports Doctor On Demand telehealth visits.

To see if your company is included, follow these easy steps:

  1. Open the Doctor On Demand app and sign in to your account
  2. Go to the gear symbol in the top right
  3. Go to “Employer” or “Insurance” and follow the prompts

If using your computer, go to your account online and hover above your name in the top right; then click on “Payment & Benefits” to add.

If you have additional questions, feel free to call us directly at 1-800-997-6196.

What is the difference between a psychologist and psychiatrist?
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A patient would see a psychiatrist for medication management and a psychologist for talk therapy. Sometimes the best form of treatment is a combination of both talk therapy and medication management. Psychiatrists and therapists are each able to evaluate a person to determine whether one or both treatments approaches are necessary, and can make recommendations based on their assessment.

Payments & Billing

Medicare: I have Part A, but I don’t have Part B. Does Medicare cover my Doctor On Demand visit?
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Part A does not cover Doctor On Demand visits. If you don’t have Part B, you may have another form of insurance that offers Doctor On Demand as a benefit. You can check if that insurance company offers Doctor On Demand once you create a free account.

Medicare: What if I have Medicare Part A, but not Part B. I am still working (OR my spouse is still working) and I have benefits from my employer’s health plan (or my spouse’s employer health plan)?
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Part A does not cover Doctor On Demand visits, but you or your spouse’s health plan may. You can check if that insurance company offers Doctor On Demand once you create a free account.

Medicare: Why am I now able to use Medicare benefits for Doctor On Demand?
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On March 6, 2020, the Centers for Medicare and Medicaid (CMS), waived the restrictions on using telemedicine for Medicare beneficiaries in response to the COVID-19 pandemic.

Medicare: What do I need to enroll in Doctor On Demand and access my Medicare Part B benefits?
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If you are a Medicare Part B beneficiary, all you need to enroll and access your Part B benefits  is a valid email address, your Medicare ID number, and a phone number.  You will not need the insurance card for any supplementary coverage, such as Medigap. Ready to see a Board Certified Clinician?  Click here to join now.

Medicare: What if I have a Medicare Advantage (MA) plan?
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Your Medicare Advantage plan may provide coverage for Doctor On Demand. You can check if your Medicare Advantage plan includes Doctor On Demand as a benefit once you create a free account. We will always verify your eligibility before you see one of our providers and show you the estimated cost and maximum cost for your visit.

Medicare: What kind of Medicare coverage do I have?
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There are many types of Medicare plans, including Original Medicare Part A, Part B, Medicare Advantage (Part C), Prescription Coverage (Part D) and Medicare Supplement (Medigap) plans. Medicare Part B covers Doctor On Demand at this time. If you have a Medicare Advantage plan, you may also have Doctor On Demand as a covered benefit. You can check if your Medicare Advantage plan offers Doctor On Demand once you create a free Doctor On Demand account.  Original Medicare Part A and Part D do not cover Doctor On Demand visits.

Medicare: How do I add my Medicare insurance to my account?
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Instructions for adding Medicare to your existing account if you are accessing Doctor On Demand on your desktop computer:

If you already have a Doctor On Demand account, you need to sign-in, go to the dropdown menu below your name and select Payments and benefits, then scroll to the insurance section and click Add insurance. Next, select Medicare, and add your Medicare Number.

Instructions for adding Medicare to your existing account if you are accessing Doctor On Demand through the App on your mobile device:

If you already have a Doctor On Demand account, you need to open the app,  sign-in, go to My Account, select Add Insurance, select Medicare, and add your Medicare Number

What is the cost for a Doctor On Demand visit?

Medicare Part B now covers Doctor On Demand visits. Doctor On Demand is waiving co-pays for Medicare Part B beneficiaries during the public health emergency as permitted by government policy. This policy may change at any time, but we will always provide an estimated cost and maximum possible cost when you take a visit.  Doctor On Demand also accepts many other types of insurance. Once you create a free Doctor On Demand account, you can check if your insurance is accepted.

If Doctor On Demand is not a benefit offered through your insurance plan, you can still see a provider. It’s free to sign up and your visit price is always shown upfront – with no surprise bills later.

Medicare: What are the eligibility requirements for using Medicare Part B to cover the cost of Doctor On Demand services?
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To access Medicare Part B coverage for your visits, you must be enrolled in Part B and provide your valid Medicare number (found on your Medicare Health Insurance card).

Medicare: What if I have Part B and Medicare Supplement Insurance (Medigap) or am a Medicare-Medicaid Enrollee (dual-eligible)?
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If you are a Medicare Part B beneficiary, all you need to enroll and access your Part B benefits  is a valid email address, your Medicare ID number, and a phone number.  You will not need the insurance card for any supplementary coverage, such as Medigap.

What payment methods do you accept?
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We accept the following payment methods:

  • All major credit cards, such as VISA, MasterCard, American Express, and Discover
  • Paypal
  • HSA or FSA debit card (VISA or MasterCard logo)

Authorizing your payment method:

  • Doctor On Demand will authorize your card immediately for all appointments scheduled less than 48 hours away. If the card is invalid you will be unable to schedule or book an appointment.
  • Doctor On Demand will authorize your payment method on file 5 days and 2 days prior to any scheduled appointment.
  • 5 days prior to your appointment if your payment method is invalid, Doctor On Demand will notify you via email to update.
  • 2 days prior to your appointment if your payment method is invalid, Doctor On Demand will cancel your appointment.
  • Doctor On Demand requires all accounts to have a valid payment method on file.
Is my information secure?
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We take your privacy and the security of your information seriously. Doctor on Demand is HITRUST certified and NCQA and URAC accredited, which are the most respected certifications in the healthcare industry. We do not share your personal health information (PHI) information with anyone unless you explicitly request a record of your visit be sent to your primary care physician.

Medicare Part B: Will I be able to use Doctor On Demand permanently?
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CMS waived the restriction on using telemedicine due to the public health emergency. We do not know if this will be a permanent change. Until further notice, telemedicine is considered a covered benefit.

Why doesn’t my promotion code/coupon work?
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Please check the terms and conditions associated with your code for any relevant restrictions. For example, some codes can only be used for a first visit. If you have additional questions, feel free to reach out via our contact us page or call us directly at 1-800-997-6196.

Doctor Visits

Can medical forms, such as work/school excuses, be filled out?
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Yes, during your visit the Board Certified Clinician will discuss if taking time off from work or school is part of your treatment plan.

If you need an excuse note, you may request one from the Board Certified Clinician during your visit. You’ll receive an alert when your excuse note is ready in your account, from there you can download to print or email.

If you forget to request the excuse note during your visit,  call 1-800-997-6196 or email us at support@doctorondemand.com and our Member Support team would be happy to assist you!

Can your Board Certified Clinicians prescribe medication?
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Yes, our Board Certified Clinicians are able to prescribe a wide range of drugs, which can be useful for infections, allergies and other ailments.

Please note that we do not prescribe certain drugs, such as: Narcotics, or pain medications-  including Gabapentin, that have been designated as U.S. Controlled substances as a Schedule I, II, III, IV or V drug.

Otherwise, many of the prescriptions available in an office setting or urgent care can be prescribed after your Doctor On Demand Board Certified Clinician deems its appropriate.

What happens if my medical visit goes over 15 minutes?
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Once your visit reaches the 13 minute mark, we will ask you if you’d like to extend your visit an additional 15 minutes.  If you decide to extend the visit, you will be billed for an additional visit at the same rate.  For example, for visit with Board Certified Clinician, you would be billed $75 for the first 15 min and an additional $75 for each 15 min thereafter.

Do I need an appointment?
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While our Medical practice does offer appointments, you can also see a Board Certified Clinician “On-Demand.” This allows you to be put in line to see the next available Board Certified Clinician.

For a mental health appointment with a Therapist or Psychiatrist, we do require an appointment. Appointments can be scheduled by using the self-schedule feature within the mobile app or website.

How is a Board Certified Clinician selected for me?
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If you’re planning a mental health visit with a Therapist or Psychiatrist, you will choose a specific clinician you wish to visit with. The list of clinicians populated is based on your location and will present clinicians in your state.

If you’re visiting with a Board Certified Clinician it depends on which type of appointment you select. If you select to “Get Care,” you’ll be automatically connected with the next available clinician. However, if you schedule an appointment for a later time, you can select which Board Certified Clinician you would like to visit.

How is my personal information and medical history stored? Is it safe?
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Your information is stored on our encrypted servers inside encrypted databases.  Only strong-encryption APIs may access the data via our mobile application.  Our system is also HIPAA compliant.

Can I share my visit notes with my PCP?
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Yes! If you need a copy of your visit notes to share with your primary care physician, follow these steps:

1) Go to doctorondemand.com

2) Login to your account and go to the “My Health” drop-down menu

3) Select “Visits” from the drop-down. You can  now view the notes from any of your visits with Doctor On Demand, and also have the option to print

Prescription & Pharmacy

How do I transfer my prescription to a different pharmacy?
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Let your new pharmacy know that you want to transfer your prescriptions from your old pharmacy. You can do this by calling, stopping by the new pharmacy in person—or you may be able to do a transfer online if your new pharmacy offers transfer services on their website or mobile app.

Pharmacy Closed

If your old pharmacy is closed, give us a call with the new pharmacy information. Most transfers are handled same day, but during peak seasons it can take up to 24 hours for the transfer to be completed.

How do I get a refill for a prescription sent by a Doctor On Demand Board Certified Clinician?
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At this time, we only offer the ability to request an automatic refill to our patients seen by Psychiatrists. Please reach out to our Member Support team for assistance.

We can be reached via:

If you were seen by any other Board Certified Clinician, you should schedule another visit to request a refill of your medication.

How do I change my pharmacy with Doctor On Demand?
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Please follow these easy steps:

  1. Log into the Doctor On Demand app or website
  2. Go to My Health
  3. Click on ‘Pharmacies’
  4. Select ‘Add Pharmacy’ or ‘Edit’

When connecting to a Board Certified Clinician or scheduling an appointment, the app will prompt you to select a pharmacy using a locator.

Labs

Can my lab results be shared with my PCP?
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Yes.  After our Board Certified Clinician sends you the lab results, you can view and save the results to your phone or computer. You can then send the results to your primary care physician through their preferred type of communication.
Can a Board Certified Clinician order a lab test for me?
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Yes. During your visit, if the Board Certified Clinician thinks a lab test would be beneficial for you, they have the ability to order a lab test. You simply visit the lab location, have the test run, and the results will be sent to you from Doctor On Demand within ten business days.

My Account

How do I update/edit my personal information?
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Once you are logged into the app, please click on the “gear” icon, located in the top right of the screen.  From this screen, you can edit your Account and Payment information.
For safety of your account, the following information will need to be updated via contacting our Member Support team:

  • Name
  • Date of Birth
  • Email Address
  • Gender
Can I have multiple accounts on the same device?
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Setting up accounts for multiple adults on the same device is easy. To create another account, simply log out of the app and create a new account. Just remember to logout after every appointment to keep your information private.  You cannot use the same email address for multiple accounts.

Please note that multiple accounts for one person is prohibited. If you have created multiple accounts for yourself by accident, please contact our Member Support team for assistance at support@doctorondemand.com or 1-800-997-6196.

How do I set up an account for my child?
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Doctor On Demand allows you to receive medical care for yourself or a child (under 18 years old) on the same account. Please follow these easy steps to call in for a child:

  1. Open the Doctor On Demand app and select “Get Care”
  2. Choose visit type and select “Let’s Go!”
  3. Select “My Child” and select “Add Child”
  4. Follow the on-screen instructions to add your child’s information
  5. Ensure your child is present for the visit

Mental Health

Can a psychiatrist prescribe medication?
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Yes. Our psychiatrists can prescribe medication at their discretion. However, there are certain limitations as to which medications our psychiatrists can prescribe. Any medication that has a DEA Schedule I-V or requires an in-person visit with a local psychiatrist. If the medication you need is one that our providers are unable to prescribe, we recommend consulting with your primary doctor, or a local health facility.

Can I choose my own therapist?
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Yes. We understand the importance of selecting a therapist carefully. We allow you to view available therapists licensed in your state, read their biographies, and choose who you want to talk to. You may also choose to meet with the same therapist for future visits.

Can your providers issue an Emotional Support Animal letter?
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Every Therapist retains the right to authorize an emotional animal support letter, it is left to their medical judgment in each case.

Please note that it is necessary to create an appointment with a Therapist to discuss this request.

Troubleshooting

Your app isn't working for me. Please help!
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We are sorry to hear you’re having trouble with our app.  Below are some useful techniques which often help in situations like this:

  • Double check that you are using a supported device
  • Restart your device – It may seem a bit silly, but it does help clear up a number of minor issues!
  • Double check your internet connection – ensure that you are connected to a strong WiFi connection for the best possible experience.
    • Run a speedtest at: www.speedof.me or www.speedtest.net to ensure your connection meets our minimum requirements. You need a download speed of 3mbps or better, and an upload speed of 1.5mbps or better, in order to maintain a stable connection with our service.
    • If your speed results are lower than the above recommended, or your connection still is not successful, try Cellular. If your device is compatible, but you aren’t able to get a good WiFi connection, using your cellular connection may be an option. Just make sure you reboot prior to calling in on a cellular connection. We recommend this step in areas with strong LTE/4G coverage.
  • Reinstall the app – sometimes your phone can experience a hiccup during the install and cause the app to not run properly.  Reinstalling should rule this out as an issue.

If after trying the above tips, you are still unable to run the app, please contact our Customer Support team or call Toll Free: (800) 997-6196 and they will assist you further.

Why can't I find your app in the app store?
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We are sorry you’re having trouble finding our app.  Here are some tips to ensure our app is available for your device:

  • Search in the app store for: Doctor On Demand
  • We currently are only able to support Android and iOS.
  • If you have are unable to find our app in the Google Play Store or iTunes app store, then it’s possible your device is running a version of Android/iOS that we do not support.
What web browsers do you support?
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We currently support Chrome, Firefox, Microsoft Edge and Safari.

If you experience any issues with the browsers listed, please contact our tech support team at (800) 997-6196.

My connection isn't very good. What can I do?
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If you have not enabled WIFI, then we strongly recommend you do so.  This can greatly improve the speed of your connection and quality of your experience. 

However, if you do not have a strong WIFI connection during the visit, then you can simply switch to “audio only” to finish your visit with a Board Certified Clinician.  You can enable WIFI on most phones by going to SETTINGS and then selecting WIFI.

I don’t have a smartphone or computer, is there another way to talk with a Board Certified Clinician?
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Unfortunately, at this time we are unable to conduct consultations via telephone.

For a visit with one of our Board Certified Clinician you would need a mobile device (phone, tablet, etc) with a front-facing camera or you would need a computer with a web camera.

How can I check what version of Android or iOS I am running?
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Android Instructions:

  1. Go to SETTINGS
  2. Select SYSTEM
  3. Select ABOUT PHONE (typically at the bottom)
  4. The version of Android your device is running will be displayed next to ANDROID VERSION

iOS Instructions:

  1. Go to SETTINGS
  2. Select GENERAL
  3. Select ABOUT
  4. The version of iOS your device is running will be displayed next to VERSION