Doctor On Demand FAQs

General Questions

Who is Doctor On Demand?

Doctor On Demand is a separate entity, not affiliated or controlled by SCL Health, with whom SCL Health has contracted to provide telehealth services to individuals within the areas served by SCL Health. Doctor On Demand is a fast and easy way to get care from physicians. The online visit allows you to connect within minutes through a live video visit with a board-certified primary care physician from nearly any mobile device, while at home, in the workplace or while traveling.

How can a doctor treat me through a screen and without me being there in person?

Communicating with a board-certified Doctor On Demand primary care physician via video visit allows you and the doctor to see each other online via video, face-to-face, and discuss your medical condition and concerns just as if you were meeting in person. The doctor can diagnose and prescribe medications, and when appropriate, work with patients to coordinate care with other SCL Health services.

When would I use this service instead of going to my PCP or an urgent care?

With Doctor On Demand, you can see a doctor within minutes – no need to make appointments in advance, no need to drive to a location, no need to sit in a waiting room. Video health visits are ideal for any non-emergency, non-urgent medical issue, such as cold, flu, bronchitis, sinus infections, pediatric issues, UTIs, yeast infections, eye issues, rashes, skin issues, and upset stomach. Other times when this service is appropriate:

  • When a primary care physician is not available
  • When traveling and in need of non-emergency care
  • On nights, weekends or holidays when a physician’s office is not available

Are our own physicians providing this service?

Not at this time. As our volumes grow and become more stable, we will extend the opportunity to our employed physicians to participate in caring for patients via the Doctor On Demand technology. When our physicians choose to see patients via the Doctor On Demand technology, the majority of the revenue will accrue back to our provider networks.

Do I need a special device or equipment to take advantage of this service?

All you need is a smartphone, computer or tablet with a front-facing camera to schedule and conduct a video visit with Doctor On Demand. The service is available on iPhone, iPad, Android and on the Web, and requires the Google Chrome browser.


SCL Health Associate Questions

Why are only benefits-enrolled associates and dependents eligible for the $10 rate? Will it be covered under my SCL Health medical plan?

SCL Health has contracted with Doctor On Demand to provide a subsidized rate to associates covered under an SCL Health medical plan.

Visits for associates and their dependents covered under an SCL Health medical plan are $10.  No claim forms are needed to access this rate. For SCL Health associates not covered under one of our medical plans, the rate is only $75 per visit. Those who are covered by a non-SCL Health medical plan may want to check with their health plan to see if it reimburses for telehealth services on request. Doctor On Demand can provide a form to submit to health plans. Call the Doctor On Demand customer service team at 1-800-997-6196. 

If I am covered under an SCL Health medical plan, will my insurance cover my pharmacy costs if Doctor On Demand writes a prescription?

For SCL Health associates covered under a Cigna plan, it is business as usual when it comes to filling prescriptions. If you are covered under the Kaiser Permanente plan through SCL Health, your prescriptions must be filled at an SCL Health or Kaiser Permanente pharmacy. Doctor On Demand physicians will have the Kaiser formulary at hand, but we cannot guarantee coverage even if Doctor On Demand sends in the prescription to a Kaiser pharmacy. You may elect the pharmacy to which Doctor On Demand orders your prescription, which they do electronically via Sure Scripts.

Does a video visit count toward my deductible?

Unfortunately a video visit with Doctor On Demand does not count toward your deductible because it is a one-time, pay-per-visit, on-the-spot payment.

What payment methods are accepted?

Doctor on Demand accepts all major credit cards, such as VISA, MasterCard, American Express and Discover. You may also pay using your FSA debit card, as long as it has a VISA or MasterCard logo.

Will we be marketing Doctor On Demand to consumers in all of our communities?

Yes. We will share more information before we launch the marketing tactics in December 2015.

If I use this service, are my visit and my electronic medical record communicated to my primary care physician?

At the conclusion of your Doctor On Demand video visit, you receive a summary of the online visit. At this time the patient is responsible for communicating the results of the appointment to his or her primary care physician. As we develop a deeper relationship with Doctor On Demand, we intend to bridge the continuity of care through implementation of Epic in virtual health.

When should I use Doctor On Demand?

Doctor On Demand is ideal for non-urgent medical issues such as cold, flu, bronchitis, sinus infections, pediatric issues, UTIs, yeast infections, eye issues, rashes, skin issues, and upset stomach. Other times when this service is appropriate:

  • When a primary care physician is not available
  • When traveling and in need of non-emergency care
  • On nights, weekends or holidays when physician’s office is not open
  • In place of an ER or urgent care visit for a non-emergency issue 

How does a video visit with Doctor On Demand work?

A consumer visits Doctor On Demand via their mobile device through the Doctor On Demand app. Associates first will indicate SCL Health as their employer, answer whether they are on a health plan, and if yes, then enter their Social Security number and birthdate. Within minutes, a Doctor On Demand board-certified primary care physician will meet with the patient via online chat. At the conclusion of the visit, the physician will determine whether the patient needs a referral or a prescription. If the latter, the physician will send the prescription directly to the pharmacy that the patient chooses. The prescription is not emailed to the patient.

Do I need to use Wi-Fi to use the Doctor On Demand service?

Although Doctor On Demand does recommend the use of WiFi for the best possible experience, it is not required. 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 doctor, and your connection will improve.

Is Doctor On Demand Service “Satisfaction Guaranteed”?

Yes! If you are unhappy with the Doctor On Demand service, for whatever reason, do not hesitate to contact the Doctor On Demand Customer Support team at 1-800-997-6196.

We have a number of associates for whom English is a second language. Are the Doctor On Demand services also offered in Spanish?

Starting sometime in First Quarter of 2016, Doctor On Demand patients will have the ability to make an appointment with a Spanish-speaking doctor. Currently many of the Doctor On Demand physicians speak Spanish, but the feature to choose one based on language is not yet available. 

How are the Doctor On Demand physicians selected? Are they qualified?

Each of the Doctor On Demand physicians goes through a rigorous selection process to become a part of the Doctor On Demand network. Subsequently, each physician is monitored through an industry-leading Quality Assurance/Quality Improvement Process. The initial selection involves an interview with the Doctor On Demand 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 physicians then go through telemedicine training and a second live interview and mock patient cases with Medical Leadership on the Doctor On Demand Video Platform.

Can Doctor On Demand physicians prescribe medications?

Yes, Doctor On Demand physicians are able to prescribe a wide range of drugs, which can be useful for infections, allergies, skin conditions or sports injuries. Please note that Doctor On Demand does not prescribe narcotics or pain medications that have been designated as U.S. Controlled Substances as a Schedule I, II, III or IV drug. However, many of the prescriptions available in an office setting or urgent care can be prescribed.

How is my personal information and medical history stored? Is it safe?

Personal information and medical history are maintained by Doctor On Demand and the treating physician subject to the Notice of Privacy Practices and Privacy Policy provided to you as part of the check-in process. The treating physician is responsible for maintaining your information in accordance with the obligations of state and federal law, including HIPAA.

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