Get urgent virtual care (telehealth) for same day

Question 1

How can I get online or in-person treatment from Amazon One Medical?

Answer

If you're an Amazon One Medical member, 24/7 On-Demand Care is included in your membership. On-Demand Care has two telehealth pathways: Direct Message Care connects you to a provider through async messaging, and Video Care connects you to a provider in real time.

If you're an Amazon One Medical member and you live in a state where One Medical has offices, you can also get medical treatment through In-Person Visits or Scheduled Video Visits, both billable to you or your health insurance.

If you're not an Amazon One Medical member, you can still get 24/7 On-Demand Care for 30+ common health conditions by paying as you go for online treatment. To see the Direct Message Care and Video Care options where you live, get started from a condition detail page and choose your state.

*Direct Message Care availability varies by state. Prices subject to change.

Question 2

Can I use my health insurance to pay for Amazon One Medical On-Demand Care (formerly Pay-per-visit)?

Answer

Amazon One Medical doesn't accept health insurance for On-Demand Care, its 24/7 telehealth service. If you were charged for treatment as a non-member, you can submit a claim to your insurance provider for reimbursement, but we can’t guarantee they’ll reimburse you for treatment.

If you use insurance to pay for your medications, you can do that with medications prescribed through all Amazon One Medical services. Amazon Pharmacy accepts most insurance plans. For other pharmacies, please talk with your pharmacy directly about insurance coverage. The cost of medication isn’t included in the cost of your medical care.

Question 3

What happens if my provider can't diagnose or treat my health issue through On-Demand Care?

Answer

We do our best to make sure you’re eligible for online treatment before you connect with a provider. When you request On-Demand Care, your health intake helps us understand whether you can be treated virtually, or if you'll need to be seen in person for more closely managed care. If your answers indicate that we can't treat you through our service, we'll let you know why, then recommend next steps so you can find the care you need.

Additionally, your provider may determine that you cannot be treated through our service after reviewing your health intake. If this happens, your treatment will be canceled and you won't be charged.

Question 4

Can I still connect with a provider after I'm treated through On-Demand Care?

Answer

Yes. When you receive treatment through On-Demand Care, you can message with your One Medical care team for an additional 2 weeks (14 days) regarding your care summary. This communication window allows you time to:

• Ask follow-up questions about any prescriptions or over-the-counter medications in your care summary

• Connect with a provider if you think your treatment needs to be adjusted

• Tell a provider if you're experiencing side effects from your medication

• Tell a provider if there's an issue getting your prescription from the pharmacy

• Let the One Medical care team know that you're feeling better

Your secure, HIPAA-compliant message will be received by the first available provider, who will be able to review your care summary and any follow-up correspondence. If you still need treatment adjustments or have questions after the 14-day communication window, you'll need to request a new treatment.

Question 5

What if I want to refill my medication?

Answer

If your On-Demand Care provider didn't include refills with your prescription, you'll need to start a new treatment to request another prescription.

There are many reasons why a provider may decide that prescription refills aren't medically appropriate. For example, they may want to assess how well a medication is working and whether or not it needs to be adjusted before you continue with the same treatment.

Question 6

How does Amazon One Medical protect my health information?

Answer

Amazon One Medical protects customers’ protected health information (PHI) with stringent, Health Insurance Portability and Accountability Act (HIPAA)-compliant privacy and security practices to keep information safe and secure.

We’re committed to building an infrastructure that fosters and promotes a culture of customer privacy and a strong commitment to safeguarding health information. We maintain administrative, physical, and technical safeguards to protect customer information. This includes conducting rigorous security reviews and testing during product development, using encryption to protect data, and providing features like two-step verification to help customers protect their accounts.

Amazon does not sell customers’ personal information, including PHI.

Question 7

What's the virtual prescription renewal policy at Amazon One Medical On-Demand Care?

Answer

Amazon One Medical providers typically write prescription renewals for a 30-day or 90-day supply of medication.

Your provider will consider many factors when determining if a prescription is medically appropriate. For example, they may want to know how long it's been since you've:

• Taken your medication

• Seen your regular primary care provider

• Had appropriate lab testing

• Had your last prescription renewal through On-Demand Care*

When you request a prescription renewal, you'll need to provide details about your last prescription, including the medication name, the dose, and the directions on the label.

There may be a limit to the number of renewal requests that a provider can evaluate during a treatment. On-Demand Care providers will not renew prescriptions that require a prior authorization from your insurance company.

*Prescription renewals will be limited to one 90-day refill or two 30-day or less refills within a 12-month period.

Question 8

What's the difference between a renewal and a refill?

Answer

When you run out of your medication, you refill it through a pharmacy. When you run out of refills, a licensed healthcare provider has to renew your prescription.

You can request a remote prescription renewal through Amazon One Medical. Your provider will send any new prescriptions to a U.S. pharmacy of your choice. You pay for the medication when you pick it up or have it delivered.

Question 9

What types of acute symptoms can't be treated through telehealth?

Answer

If you're experiencing any of the following symptoms that could indicate a medical emergency, an online doctor will likely recommend in-person urgent care as soon as possible:

• Difficulty breathing/respiratory distress (wheezing, shortness of breath)

• Chest pain or other symptoms of heart attack or heart disease

• Dizziness or faintness

• Thoughts of hurting yourself or others

• Active psychosis (hallucinations or delusions)

• Severe abdominal pain

• Severe headache (worst headache of your life)

• Heart palpitations (fast or irregular heartbeats)

• Difficulty speaking or slurred speech

• Facial droop or numbness

• Difficulty moving or feeling arms or legs

• Allergic skin reactions (hives) accompanied by trouble breathing, swollen lips, or a swollen tongue

• Extensive bleeding

If you're experiencing any of these symptoms, don't see an online doctor. You may need immediate medical attention. Please call 911 or go to the nearest emergency room (ER) as soon as possible. We hope you find the help you need.

Question 10

What types of medical situations can't be addressed through On-Demand Care?

Answer

If you need help with any of the following types of medical situations, you'll need to seek care from an in-person healthcare provider:

• Pregnancy-related concerns

• Complications from a recent surgery, hospitalization, or accident

• Eye symptoms like vision changes; or pain, tenderness or swelling around the eye

• Abnormal GI bleeding (blood in stool)

• Ear pain or possible ear infection

• Vertigo or dizziness

• Urinary tract infections (UTIs) in men

• Open wounds from animal bites, puncture injuries, pressure injuries, or surgeries

• Diagnosis of sexually transmitted infection (STIs)

• Mania, psychosis, or any mental health crisis

• Substance use detox

• Narcolepsy or insomnia related to sleep apnea

• Prescriptions for durable medical equipment (DME)

• Specialist referrals

• Diarrhea for longer than 3 weeks

• Forms including sports physicals, preoperative exams, FMLA paperwork, mental health forms, or medical notes for jury duty

Question 11

What types of medications can't be prescribed through On-Demand Care?

Answer

Providers won't prescribe the following types of medication through Amazon One Medical On-Demand Care:

• Any controlled substances. Examples include narcotics, Ambien, anti-anxiety medications (benzodiazepines) like Xanax, and ADHD/amphetamine medications like Adderall

• Muscle relaxants like cyclobenzaprine (Flexeril)

• Antipsychotics or mood stabilizers

• New prescriptions for mental health medications or prescription renewals for mental health conditions other than anxiety and/or depression (e.g. bipolar disorder, schizophrenia)

• Promethazine

• Chronic pain and nerve pain medications like gabapentin (Neurontin) and pregabalin (Lyrica)

• HIV (PrEP) medications

• Hormone replacement therapy (HRT)

• Blood thinners/anticoagulants like warfarin (Coumadin)

• Compounded medications

• Any medications where continuous lab monitoring is needed

• Opioid antagonists like naltrexone

Question 12

Can I get mental health treatment through Amazon One Medical On-Demand Care?

Answer

No. You can't see a mental health provider for behavioral therapy, psychiatry, counseling, coaching, clinical social work, or other mental health specialties through Amazon One Medical On-Demand Care. For mental health care, you'll need to see a primary care provider or a mental health care provider for guidance.

If you've taken a medication for depression or anxiety within the past 4 days, you can request a prescription renewal through On-Demand Care, but your provider won't adjust or initiate medication.

Your On-Demand Care provider won't renew prescriptions for stimulants like Adderall for ADHD, benzodiazepines like Xanax, antipsychotics like quetiapine (Seroquel) or aripiprazole (Abilify), mood stabilizers like lithium, or nerve pain medications like gabapentin (Neurontin) or pregabalin (Lyrica).

Question 13

What depression and anxiety medications can be renewed through On-Demand Care?

Answer

When medically appropriate, your Amazon One Medical On-Demand Care provider may renew prescriptions for the following psychotropic medications:

• Buproprion (Wellbutrin)

• Buspirone (Buspar)

• Citalopram (Celexa)

• Desvenlafaxine (Pristiq)

• Duloxetine (Cymbalta)

• Escitalopram (Lexapro)

• Fluoxetine (Prozac)

• Hydroxyzine (Vistaril)

• Levomilnacipran (Fetzima)

• Mirtazapine (Remeron)

• Paroxetine (Paxil)

• Propranolol (Inderal)

• Sertraline (Zoloft)

• Venlafaxine (Effexor XR)

• Vilazodone (Viibryd)

• Vortioxetine (Trintellix)

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