Frequently Asked Questions for Doctor On Demand

Doctor On Demand by Included Health is the fastest, easiest way to see a doctor, nurse practitioner, therapist or psychiatrist online on your computer, tablet, or smart phone. 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.

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!

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.

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.

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.

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.

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!

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.

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

• $79 for a 15 min consultation

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.

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.

Yes. Doctor On Demand is available to everyone, but members with medical insurance receive a reduced cost. For people without medical insurance, the price for a medical visit is $79 for a 15 minute consultation. Please visit our Cost page for more information.

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.

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

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

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

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 doctor? Click here to join now.

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.

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

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.

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.

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 sign 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 can send a message here or 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.

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.