24/7 access to care

If you have already seen a specialist and you need to send your records to Doctor On Demand, you can contact Member Support team for assistance either through the messaging tool within the app or by calling Doctor On Demand’s Support team at 1-800-997-6196. 

The process for each is similar to what you’d expect when going to see a doctor in person. Here’s how it works:

1. If your Doctor On Demand primary care provider orders imaging for you, they will review their recommendations with you during your visit.
2. Following your visit, you’ll be contacted by a member of our Care Team who will help you find an affordable and convenient location within your network for you to get the imaging done.
3. A member of the Care Team will help you schedule any necessary appointments and provide you with documentation to bring with you to the imaging center.
4. Once the imaging center sends results back to Doctor On Demand, the results will be sent to us to review. Your primary care provider will then contact you with information about what the results mean and if any further action or follow up is necessary.

The process for seeing a specialist or getting a referral is similar to what you’d expect when going to see a doctor in person. Here’s how it works:

1. If your Doctor On Demand primary care provider recommends that you see a specialist or need to see a doctor in person, they will review those recommendations during your visit.
2. The provider’s recommended order will be automatically sent to our Care Team who will follow up with you within a few days, depending on the urgency of your situation.
3. You’ll receive an email confirmation that your provider has made this recommendation for a referral and that you’ll hear from us soon.
4. A member of the Care Team will contact you with recommendations for nearby, affordable, and high quality providers that are your network. Our care team can help you schedule an appointment or give you the provider’s contact information so you can schedule directly with an in-person clinician.
5. A member of the Care Team will also provide you with any documentation you’ll need to bring to your appointment.
6. After you’ve seen the specialist, your primary care provider will review the findings and recommendations, and if needed, will schedule a follow-up appointment for you so that they can review your results and create a treatment plan that’s personalized and appropriate for you.

During your visit, if the provider thinks a lab test would be beneficial for you, they have the ability to order a lab test. You simply visit the lab location closest to you, have the test run, and the results will be sent to you from Doctor On Demand within ten business days.

In the event your primary care provider needs to see you regarding your lab results, a member of the Care Team will reach out to coordinate scheduling the visit. The lab results will also be available for you to review under “Me” in the app.

If your treatment includes a prescription, the provider will review the order and confirm your pharmacy during the visit. The provider will then electronically order the prescription, and it will be ready for you to pick up once your pharmacy prepares your medication. You can select your preferred pharmacy anytime in the app.

During a virtual Annual Check Up, your Primary Care Provider (PCP) will:

• Review your vitals captured via your Primary Care Kit which includes a blood pressure cuff and thermometer. 
• Discuss personal and family medical histories
• Review current lifestyle and health choices
• Review immunizations
• Screen for potential illness such as depression or anxiety
• Discuss personal health goals such as weight loss, smoking cessation, etc
• Guide you through a virtual physical examination

Our PCPs follow the recommended preventive care services by U.S. Preventive Services Task Force (USPSTF) and provide screenings based on age and gender. From a preventive care visit you will receive a personalized plan focused on their health needs and goals.

If in-person preventive care is needed, your PCPs can order appropriate labs, imaging, and make referrals to in network, in-person care. Examples of services that may require a referral to an in-person provider include vaccines, blood work, mammograms, or colonoscopy. 

To learn more about our preventive care visits, watch this Virtual Primary Care video. 

We believe that preventive care is a key component of primary care. Our solution was designed to effectively deliver preventive care in a virtual setting. Through video calls, our primary care provider (PCPs) can conduct the majority of the preventive care screenings you may need. 

Preventive care visits will provide our PCPs with a status on your members’ overall health. Our PCPs follow the recommended preventive care services by U.S. Preventive Services Task Force (USPSTF) and provide screenings based on age and gender. From a preventive care visit you will receive a personalized plan focused on their health needs and goals.

In addition to primary care providers, our Care Team is available to assist with any additional questions you may have outside of your visit. They can be contacted through the messaging tool within the app or by calling 1-866-646-6963.

Yes. For urgent needs, you may have a visit with any Doctor On Demand provider. Simply click “See First Available” when you open app. 

However, for preventative care and routine visits we strongly encourage you to see your Doctor On Demand primary care provider. 

Yes. You may change your primary care provider at any time in the app or once you login to your account. Simply go to “My Health” and select your primary care provider from “My Providers.” From your primary care provider’s biography, you will see the option to “Change Primary Doctor.”

Our providers see a broad range of conditions from preventive care and everyday care, to chronic condition management. Examples of common conditions we treat include: 

Chronic disease management:

• High Cholesterol
• Asthma
• Diabetes
• High Blood Pressure
• Weight Management

Preventive care: (see section below for more details)

Urgent/acute:

• Cold & Flu
• Sinus Infections
• Bronchitis & Pneumonia
• Urinary Tract Infections
• Vomiting & Diarrhea
• Conjunctivitis
• Vaginal & Yeast Infections
• Cellulitis & Skin Conditions
• Allergies 
• Fevers 

Doctor On Demand by Included Health is available with access to providers 24 hours a day, 7 days a week, 365 days a year. While our Medical practice does offer appointments, you can also see a provider “On-Demand.” This allows you to be put in line to see the next available provider, which typically occurs in 10 minutes or less. 

For therapy and psychiatry, we do require an appointment. Appointments can be scheduled by using the self-schedule feature within the Doctor On Demand by Included Health mobile app or at doctorondemand.com. On average, appointments with a therapist or psychiatrist can be booked within 7 business days. In some cases, same-day therapy and psychiatry appointments may be available.
If you need more immediate mental health care, you can take an on demand Medical visit. All of our Medical practice providers are extensively cross-trained to recognize, score, and treat mild to moderate behavioral health issues, particularly depression and anxiety. 

If you have any questions, the Member Support Team is also available via email or phone at support@doctorondemand.com or 1-855-997-0690.