Doctor On Demand Professionals Member Services Agreement

Effective Date: April 15, 2022

By using the Doctor On Demand by Included Health website, mobile application, or any of the products and services that link to this page (the “Services”), you agree to abide by and consent to its terms, and affirm all authorizations made below. Further, you certify that if you are using the Services as a personal representative of the Member, you have legal authority to provide consent for the treatment of the Member.

By using the Services and where applicable, you further certify that you have legal authority to act as guardian or personal representative of all children registered under your Account and you consent to the treatment of all minors registered under your Account, including the prescribing of medication.

Description of Services

When you become a patient of Doctor On Demand Professionals (a “Member”), you can use our mobile and web applications (“Included Health App”) accessible from your smartphone, desktop, or tablet computer that connects you to our engaged healthcare professionals (“Healthcare Professionals”) and support team. Through the Included Health App, we provide personalized content and interactive resources for you, simple tools for scheduling appointments and billing, serves as your hub of information, and connects you to our support team. 

The Healthcare Professionals practice within a group of independently owned professional practices collectively known as “Doctor On Demand Professionals” (“us”, “we”, “our”). Doctor On Demand Professionals is associated with but operates independently of Included Health, Inc. (“Included Health”). Included Health does not exercise control or direction over the means, methods or manner by which Doctor On Demand Professionals or the Healthcare Professionals’ exercise professional judgment in the provision of clinical services provided. The Healthcare Providers provide services based on their sole professional judgment. Please refer to the Doctor On Demand Professionals Notice of Privacy Practices to learn more about these groups and how they’re organized. 

We provide healthcare services using interactive audio, video, and messaging technologies through the Included Health App including urgent care, therapy, psychiatry, and depending on benefits covered by your health plan, primary care services, through the Included Health Application. As part of providing you these services, Healthcare Professionals may order labs, imaging and other diagnostic tests conducted at locations outside Doctor On Demand Professionals such as clinical laboratories and testing centers, which may incur additional cost to you or your health plan.  They may also rely on information you share or records you provide from your other healthcare providers.  

Doctor On Demand Professionals also provide non-clinical wellness related services through the use of life skills Coaches. Coaches do not provide professional or clinical services but may exchange information with or provide support to Healthcare Professionals. You will have an opportunity to develop ongoing care relationships with our Healthcare Professionals, however, your initial encounter may begin as a consultation (e.g., to determine the most appropriate treatment setting for you to receive care) and will not necessarily give rise to an ongoing treatment relationship. For example, a Healthcare Professional may determine that our clinical services are not appropriate for some, or all of your treatment needs and may elect not to provide certain clinical services to you through the Included Health App.

If you need to receive follow-up care, assistance in the event of an adverse reaction to the treatment, or in the event of an inability to communicate as a result of a technological or equipment failure, please contact us at 1-800-997-6196. If you believe you are experiencing a medical emergency, you should dial 9-1-1 and/or go to the nearest urgent care center or emergency room. We do not address medical emergencies. You should seek emergency help or follow-up care when recommended by a Healthcare Professional or when otherwise needed and continue to consult with your other healthcare providers as recommended.

With respect to psychotherapy, you are entitled to receive information from your Healthcare Professional about the methods of therapy, the techniques used, the duration of your therapy (if known), and the fee structure. You can seek a second opinion from another therapist or terminate therapy at any time.

Your Healthcare Professional reserves the right to deny care for potential misuse of the services or for any other reason if, in the professional judgment of your Healthcare Professional, the provision of the Services is not medically or ethically appropriate. If you repeatedly miss scheduled appointments, we are unable to contact you for a period of time, or you fail to pay for appointments with us, you understand that you may be terminated from our practice and no longer have access to our Healthcare Professionals. 

You understand that you have the right to withhold or withdraw your consent and cease use of our Services at any time. You understand that you may suspend or terminate use of telehealth services at any time for any reason or for no reason without risking your ability to re-engage our Services in the future or losing a program benefit to which you are entitled. You also understand that no results can be guaranteed or assured.

Description of Telehealth Risks

Among the benefits of our services are improved access to healthcare and convenience. However, as with any health service, there are potential risks associated with the use of technology.

These risks include, but may not be limited to:

  • In rare cases, information transmitted may be insufficient for healthcare decision making.
  • Disruptions can occur due to failures of the electronic equipment or internet connection, which could delay care. If this happens, you may be contacted by phone or other means of communication in order to reschedule your appointment or direct you to in person care. 
  • In rare cases a lack of access to all of your health records may result in adverse drug interactions or other errors.
  • Although we incorporate strong security protocols to protect the confidentiality of your health information, in rare instances security protocols can fail, causing a breach of confidentiality and privacy of personal medical records.

Payment and Billing Practices

Each bill for all charges must be paid by the date shown on the bill. Your insurance may cover some or all of our services.  You understand that if your health insurance coverage does not pay the charges for your services in full, you may be fully or partially responsible for payment. If you have to pay a deductible, copayment or coinsurance for your healthcare, the usual cost-sharing rules will apply. If you request, we will work with you to determine what your charges will be. By providing us with your credit card information, you understand that you are authorizing us to charge your credit card for agreed upon purchases and save your credit card information for future transactions on your account.

You agree that all people or companies (third parties) who pay any part of your Doctor On Demand Professionals bill shall pay these amounts directly to Doctor On Demand Professionals. You understand that you must pay Doctor On Demand Professionals any costs not paid by your insurance or other third parties, unless state or federal regulations do not allow this.

Privacy & Communications

Privacy

For information about our use and disclosure of your health information and other personal information and the rights you have regarding such information, please refer to our Notice of Privacy Practices (“NPP”) and Doctor On Demand Privacy Policy. By using our services, you acknowledge receipt of the NPP.

Short Message Service or SMS

Included Health or its affiliates may contact you by short message service (“SMS”) text message from time to time regarding your account or the Services to provide appointment reminders, service announcements, privacy notices, administrative messages and other communications about the Services (“SMS Communications”). These SMS Communications are considered part of the Services and your account.

By agreeing to these Terms and providing your telephone number to us or our affiliates, you: (i) consent to receive SMS Communications from or on behalf of us or any of its affiliates at the telephone number you provide; and (ii) acknowledge and agree that your information may be processed in accordance with, and you are to be bound by, Included Health’s Privacy Policy and Doctor On Demand’s Privacy Policy.

You can stop receiving SMS Communications from Included Health at any time by texting “STOP” to the number from which you receive the SMS Communications. Alternatively, if you are registered, you may click here to contact support or submit a message through the “chat” experience once logged-in. You may also call Included Health’s general support toll free line at (855) 431-5533. If you send the message “STOP” to Included Health, Included Health will send you a reply message to confirm that you have been unsubscribed from SMS Communications. After this, you will no longer receive SMS Communications from Included Health. You agree that if you request to opt out from future SMS Communications, Included Health may send you a one-time opt-out confirmation SMS text message. After this, you will no longer receive SMS Communications from Included Health. 

For support: See above for instructions on calling Included Health or text HELP in response to an SMS on your device. If you send Included Health a SMS text message, Included Health will reply with instructions on how to receive SMS Communications as well as how to unsubscribe from SMS Communications; if you call Included Health’s toll-free number, Included Health will provide this information over the phone. The number of SMS text messages we send as Communications will depend on the frequency of your use of the Services. Included Health’s SMS Communications program may not be available on all wireless carriers. Standard carrier message and data rates apply.

Other Communications

You agree that we or Included Health on our behalf may send to you additional communications through electronic means including, but not limited to, (1) by email, using the address that you provided to us during registration, (2) push notifications on your tablet or mobile device, or (3) by posting communications on the Sites (collectively, “Communications”). 

The delivery of any SMS or other Communications from us is effective when sent by us, regardless of whether you read the SMS or other Communication. You can withdraw your consent to receive Communications by deactivating your Account, or as otherwise specified and provided. 

You acknowledge that text messages and emails are not always secure and there is a risk that such messages and emails will be intercepted because they travel over networks that we do not control. As such, we cannot guarantee the security or confidentiality of messages sent by text messages or email. By providing us with your cell phone number and email address, you agree that we may communicate with you by text message and email, despite these risks.

Group Therapy

If you and a Healthcare Professional decide to engage in group or couples therapy (collectively “Group Therapy”), you understand that information discussed in Group Therapy is for therapeutic purposes and is not intended for use in any legal proceedings involving Group Therapy participants. You agree not to subpoena the Healthcare Professional to testify for or against other Group Therapy participants or provide records in court actions against other Group Therapy participants. You understand that anything any Group Therapy participant tells the Healthcare Professional individually, whether on the phone or otherwise, may at the therapist’s discretion be shared with the other Group Therapy participants. You agree to share responsibility with the Healthcare Professional for the therapy process, including goal setting and termination.

Additional State-Specific Notifications: 

Texas: You have been informed of the following notice:

NOTICE CONCERNING COMPLAINTS -Complaints about physicians, as well as other licensees and registrants of the Texas Medical Board, including physician assistants, acupuncturists, and surgical assistants may be reported for investigation at the following address: Texas Medical Board, Attention: Investigations, 333 Guadalupe, Tower 3, Suite 610, P.O. Box 2018, MC-263, Austin, Texas 78768-2018, Assistance in filing a complaint is available by calling the following telephone number: 1-800-201-9353, For more information, please visit our website at www.tmb.state.tx.us.

AVISO SOBRE LAS QUEJAS- Las quejas sobre médicos, asi como sobre otros profesionales acreditados e inscritos del Consejo Médico de Tejas, incluyendo asistentes de médicos, practicantes de acupuntura y asistentes de cirugia, se pueden presentar en la siguiente dirección para ser investigadas: Texas Medical Board, Attention: Investigations, 333 Guadalupe, Tower 3, Suite 610, P.O. Box 2018, MC-263, Austin, Texas 78768-2018, Si necesita ayuda para presentar una queja, llame al: 1-800-201-9353, Para obtener más información, visite nuestro sitio web en www.tmb.state.tx.us.

Questions: If you have questions or concerns about these Terms, see the below contact options:

  • You may contact us by mail at:

Included Health, Inc.
1 California Street, Ste. 2300
San Francisco, CA 94111

  • You may email us at support@includedhealth.com
  • If you are registered, you may submit a message through the “chat” experience once logged-in.
  • Or you may call our general support toll free line at (855) 431-5533.