Frequently Asked Questions (FAQs)

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Find answers to your Frequently Asked Questions

Doctor On Demand FAQ's:

General Topics

Please visit our Contact Us page so we can direct you to the help you need.

If you are a patient or need member support please contact one of our Customer Support Representatives and will follow up with you.

1-800-997-6196
support@includedhealth.com

If you are experiencing a crisis or an emergency, please don’t use this tool and dial 911 or go to your nearest emergency room. You may also access the free, 24-hour National Suicide Prevention Lifeline at 1-800-273-8255 (1-800-273-TALK).

Doctor On Demand is a health care service that provides convenient online access to board-certified providers, psychologists, and psychiatrists from any device with a front-facing camera, such as a smartphone, tablet, or computer.

Doctor On Demand providers can treat most common non-emergency medical issues through live, face-face video visits. Our approach to care is all about breaking down the walls of an office and supporting your health wherever you are. Doctor On Demand by Included Health’s US-based, board-certified doctors, nurse practitioners, therapists, and psychiatrists are available on your schedule. Urgent and Everyday care visits are available 24/7/365 and mental health care visits such as therapists and psychiatrists need to be booked in advance.

Doctor On Demand physicians and clinicians are able to treat urgent and everyday care (non-emergency) conditions such as upper respiratory infections (cold, flu, covid, sinus, etc.), allergies, yeast infections, UTI’s, rashes, sports injuries, nausea, diarrhea, heartburn, back pain and much more. We can also provide travel medicine, work and school notes, and refill prescriptions.

Psychologists and psychiatrists treat stress, anxiety, relationship issues, depression, changes in mood, alcohol and tobacco addictions, and eating disorders. Psychiatrists can also manage prescription refills, a psychiatric evaluation, or even an initial diagnosis.

Doctor On Demand by Included Health primary care providers can prescribe Ozempic if it is medically appropriate based on your health history and condition. During a primary care virtual visit, a doctor will assess your needs and determine if Ozempic or another treatment is right for you. If prescribed, they can send the prescription to your preferred pharmacy for pickup. You must be covered by your employer or health plan to see a virtual primary care provider on Doctor On Demand.

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.

You do not need an appointment for everyday and urgent care visits! While our medical practice does offer appointments, you can also see a board-certified clinician “on-demand” in minutes. This allows you to be put in line to see the next available clinician 24/7/365.

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. Mental health appointments are generally available within 1-2 days but this will depend on your location and provider availability.

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.

This is not a subscription or membership program. We offer a service that everyone can use and only pay for when they use it. Since we work with several leading health plans and insurance companies, your visit may be free. Be sure to add your updated insurance information when creating your account to see your cost for a visit. However, insurance is not needed to see a doctor, clinician or therapist.

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 needed: 800-997-6196
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!

Yes, we are available across the entire United States.

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

Go to doctorondemand.com
Login to your account and go to the “My Health” drop-down menu
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

Payments, Billing & Insurance

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.

Here are a few of many insurance plans that we work with (this is not a full list, please create your account and add your insurance/employer to find out if you may be covered):

Premera Blue Cross
Blue Cross Blue Shield
Humana Military
CDPHP
Harvard Pilgrim Health Care
Wellmark
Healthnet Federal Services
Regence
Asuris Northwest Health
SCAN Health Plan
UnitedHealthcare
Florida Health Care Plans
Surest

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

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

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

It’s free to sign up for a Doctor On Demand by Included Health account, and there’s no membership fee. You pay on a by-visit basis when you talk to a board-certified clinician. If paying with your insurance/employer benefits, the cost will vary depending on your benefits, and in many cases will be $0. It is important to enter your insurance and employer information when you register for your account. All costs will be shown prior to scheduling an appointment. If you are not covered by insurance or your employer, pricing is as follows:

Everyday and Urgent Care

$99 for a 15 min consultation

Psychology

$134 for a 25 min consultation
$184 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. Updated pricing and insurance information can always be found our How Much Does it Cost page.

Doctor On Demand is available to everyone, which means you do not need any insurance to take a medical or mental health virtual visit. For people without medical insurance, the price for a medical visit is $99 for a 15 minute consultation. An online therapy visit with a psychologist starts at $134 for a 25 minute consultation and an online psychiatry visits start at $299 for an initial 45 minute consultation.

Please visit our Cost page for more information and to see if we accept your insurance.

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.

Our app is free to download and there is no subscription fee. If paying with your insurance/employer benefits, the cost will vary depending on your benefits. 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. All costs will be shown prior to scheduling an appointment. Find out more about how much Doctor On Demand costs here or register now to get started.

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.

Medicare

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. For the most up to date information, please visit our Medicare page.

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.

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.

For the most up to date information, please visit our Medicare page.

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.

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.

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). For the most up to date information, please visit our Medicare page.

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. For the most up to date information, please visit our Medicare page.

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.

Doctor On Demand offers both medical and mental health appointments; however, we are still in the process of enrolling our mental health providers in Medicare Part B. In the meantime, we encourage you to book a visit with our medical providers, who are cross-trained in mental health services. Your medical provider may recommend that you continue treatment with a mental health provider.

Doctor Visits

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.

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

Simply follow these steps, and you will be ready to see a Board Certified Clinician:

If you are on a desktop or laptop computer, please begin your registration here and follow the on-screen instructions.
For mobile users, please download the Doctor On Demand app from the iTunes or Google Play store for the best experience.
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 create your account. 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!

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 doctor’s 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!

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.

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.

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.

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.

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

Go to doctorondemand.com
Login to your account and go to the “My Health” drop-down menu
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

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.

Prescription refills? We can help. We offer the ability to request a refill if you have seen by one of our Doctor On Demand Psychiatrists or Primary Care Clinicians. Please note you must have been seen before and prescribed that medication in order to request a refill. If it is clinically safe and appropriate to do so we are able to provide you with a refill.

If you are a primary care patient, you can request a refill in the following ways:

call 1-866-646-6963
from the app, click on the “Get Care” button, then “message your care team.” Choose “primary doctor questions” as a reason and provide the name of the medication you would like to be refilled.

If you are a member seeing a psychiatrist, please reach out to our Member Support team for assistance by calling 800-997-6196 or click on the “Get Care” button, then “message your care team.” Choose “prescriptions” as a reason and provide the name of the medication you would like to be refilled.

If you were seen by any other Board Certified Clinician outside of our practice or you were prescribed this medicine elsewhere, you should schedule a visit with one of our clinicians to request a refill of your medication.

Please follow these easy steps:

Log into the Doctor On Demand app or website
Go to My Health
Click on ‘Pharmacies’
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

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.

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

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.

If you are a Doctor On Demand member looking to log into your account, you may start here to register or Log in. You may also download the Doctor On Demand app to access your account.

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

If you need to contact the Member Support team you call toll free 800-997-6196.

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.

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:

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

Mental Health

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.

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.

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.

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

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.

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.

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.

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.

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.

Android Instructions:

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

iOS Instructions:

Go to SETTINGS
Select GENERAL
Select ABOUT
The version of iOS your device is running will be displayed next to VERSION

Frequently Asked Questions for Doctor On Demand