What can we
help you with?

Question 1

What is Amazon One Medical?

Answer

Amazon One Medical is a modern approach to medical care—allowing people to get care on their terms, on their schedule. One Medical members and patients receive ongoing support for their healthcare needs, using the One Medical app to book in-office doctors’ appointments at locations near them, and to request 24/7 on-demand virtual care at no extra cost. Amazon One Medical On-Demand Care (formerly Pay-per-visit) gives Amazon customers the option to seek out one-time virtual visits for 30+ common conditions.

Question 2

How is One Medical Membership different from Amazon One Medical On-Demand Care (formerly Pay-per-visit)? Which should I choose?

Answer

Amazon One Medical gives people two ways to get medical care: Membership and On-Demand Care (formerly Pay-per-visit).

Membership provides a differentiated primary care experience if you live near a One Medical office. One Medical members can use the One Medical app to access 24/7 on-demand virtual care at no extra cost, including Direct Message Care. They can also use the app to message with their providers, easily request prescription refills and renewals, access their health records and care plans, and book same- and next-day appointments for In-Person or Video Visits. Scheduled Visits are billed to you or your insurance, with most major insurance plans accepted. One Medical memberships can be purchased by Prime members for $99/yr for the first member and $66/yr for each additional family member (maximum 5). If you're not a Prime member, One Medical memberships are available at OneMedical.com for $199/yr.

On-Demand Care (formerly Pay-per-visit) provides fast, convenient treatment for 30+ common health conditions through one-time virtual care. With On-Demand Care (formerly Pay-per-visit), you pay a flat, out-of-pocket fee starting from $29 for Direct Message Care or $49 for Video Care.* If you don’t live near a One Medical office or if you already have a primary care provider, but you need a quick, one-time virtual treatment for a common condition, On-Demand Care (formerly Pay-per-visit) may be a good option for you.

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

Question 3

Am I eligible to use Amazon One Medical On-Demand Care?

Answer

If you’re an Amazon customer, you can request On-Demand Care anytime after you create an Amazon One Medical profile for yourself (ages 18-64) or a child (ages 2-11) for whom you’re the parent or guardian. You don’t need to be an Amazon Prime member to use this telehealth service.

At this time, Amazon One Medical On-Demand Care is not available for beneficiaries of government payor programs, including Medicare and Medicaid.

Question 4

Do I need to create a new profile for One Medical On-Demand Care if I’m already an Amazon Pharmacy customer?

Answer

No. If you’re an Amazon Pharmacy customer, simply select your same Amazon profile when signing in to or signing up for Amazon One Medical On-Demand Care. We may ask you for additional information to help personalize your Amazon Health experience.

Question 5

If offered a prescription, how will I receive it? Do I have to fill my prescriptions at Amazon Pharmacy?

Answer

Your Amazon One Medical provider can send any necessary prescriptions to any pharmacy you like, including Amazon Pharmacy.

Question 6

Do I need to be an Amazon Prime member to use One Medical On-Demand Care?

Answer

No. Amazon One Medical On-Demand Care is available to Prime and non-Prime members. The flat, out-of-pocket fee starts from $29 for Direct Message Care or $49 for Video Care and Prime members may see discounted rates.

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

Question 7

Do I need a One Medical Membership to use One Medical On-Demand Care (formerly Pay-per-visit)?

Answer

No. You don’t need an Amazon One Medical Membership to use On-Demand Care. Though this telehealth service is included in Membership, non-members can pay as they go for treatments.

Question 8

Do I need to be an Amazon customer to use One Medical On-Demand Care?

Answer

Yes. You need to have an Amazon account to use One Medical On-Demand Care. Amazon accounts are free and easy to create.

Question 9

Can I use my FSA/HSA card to pay for One Medical On-Demand Care (formerly Pay-per-visit)?

Answer

Yes. You can pay with your FSA/HSA card at checkout.

Question 10

Does Amazon One Medical take insurance?

Answer

Amazon One Medical accepts health insurance for Scheduled Visits, including In-Person Visits and Scheduled Video Visits, which are billed to your insurance with copays and deductibles applying. Amazon One Medical does not accept health insurance for One Medical membership and On-Demand Care (formerly Pay-per-visit), including Direct Message Care and Video Care.

If you use insurance to pay for your medications, you can do that with medications prescribed through all Amazon One Medical services.

Question 11

Do I need an appointment for Amazon One Medical On-Demand Care?

Answer

No. You can request care 24 hours a day, 7 days a week, and you’ll be treated by the first available provider. You don’t need to make an appointment.

Question 12

Can I get treatment if I’m temporarily in another country?

Answer

No. Amazon One Medical is only available in the U.S.

Question 13

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 you’ve had with your care team. If you still need treatment adjustments or have questions after the 14-day communication window, you'll need to request a new treatment.

Question 14

Why do you need my photo ID?

Answer

In some cases, we may need to verify your identity for Amazon One Medical by reviewing a photo of your ID. We accept more than 15 types of government-issued ID from 249 countries and territories. Federal law prohibits us from accepting military IDs.

Question 15

How do I make changes to the One Medical On-Demand Care health intake I just submitted?

Answer

For Direct Message Care: When your provider responds, just reply to their message and tell them anything you’d like them to know. Don’t submit a new health intake.

For Video Care: You can give your provider the new information during your video call.

Question 16

I’m not a member. Can I get a refund if I’m not satisfied with my One Medical On-Demand Care experience?

Answer

For non-members who pay for care as they go, refunds are determined on a case-by-case basis. If you had a technical issue or have feedback about the care you received, please contact Customer Care at 1-888-663-6331. For medical questions or concerns about your care summary, contact your provider directly in your On-Demand Care message center.

You should know that Amazon One Medical won’t issue a refund if a provider reviews your information and decides that prescription medication isn’t the best treatment for you.

Question 17

What if I want to change my pharmacy after my prescription was sent?

Answer

To change your pharmacy after your prescription has already been sent, reach out to the pharmacy you would like to transfer the prescription to with your prescription information, or contact your Amazon One Medical On-Demand Care team through your message center.

Question 18

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 19

Do you provide doctors’ notes?

Answer

Yes. Doctor's notes may be provided based on medical appropriateness, at your provider's discretion.

Question 20

What happens if my provider can't diagnose or treat my health issue through Amazon One Medical 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 21

What reminders will I get for my video call?

Answer

We’ll text you when your treatment request is confirmed, then again when a provider is assigned to your treatment and begins reviewing your health information. We ask that by this time you’ve visited the waiting room to confirm that your audio and video are working properly. Finally, we’ll text you when your provider joins the video call. After your provider joins the call, you’ll have 5 minutes to join them in the waiting room.

Question 22

How do I join the video call?

Answer

If you're on the waiting room page, you'll automatically join the video call when your provider is ready. We'll also text you a link to the waiting room page when your provider starts the video call.

To ensure you get our texts, go to your Account Settings page and opt in to receive text messages from Amazon One Medical On-Demand Care.

Question 23

Can I cancel my video call?

Answer

No. You can’t cancel your requested treatment before the video call starts, but if you miss the call, we’ll automatically cancel your Video Care and you won’t be charged.

Question 24

What happens if I miss the video call?

Answer

Once your provider starts the video call, you’ll have 5 minutes to join. If you don’t join within 5 minutes, your provider will cancel your Video Care and you won’t be charged. If your Video Care is canceled, you’ll need to request a new treatment to connect with a provider.

Question 25

Does Amazon One Medical On-Demand Care (formerly Pay-per-visit) offer ASL during Video Care?

Answer

Yes, Amazon One Medical On-Demand Care offers interpreters for American Sign Language (ASL) during video calls for adults. You can request ASL services when completing your health intake for Video Care.

Question 26

Does Amazon One Medical On-Demand Care offer captioning for Video Care?

Answer

Yes. One Medical On-Demand Care offers captioning for Video Care. You can toggle the option on and off from the video portal.

Question 27

How does Direct Message Care work?

Answer

Just choose Direct Message Care and fill out your health intake—no video call or live chat needed. For some conditions, you may need to upload a few photos or screenshots. A provider will review your information and message you, then send a care summary that can include things like prescriptions and behavioral recommendations.

Question 28

Why can’t I choose Direct Message Care?

Answer

States have varying requirements to establish care, so Amazon One Medical On-Demand Care can’t offer Direct Message Care for all conditions in every state. Additionally, we may only offer coverage of some conditions through Video Care or a Scheduled In-Person Visit, as they may require more interaction with the provider.

Question 29

What kind of online treatments can I request for my child through Amazon One Medical On-Demand Care (formerly Pay-per-visit)?

Answer

At this time, parents and legal guardians can request treatments through On-Demand Care for their children aged 2 through 11 years old for the following health conditions:

• Head lice

• Pink eye

• Skin issue

• Eczema

• EpiPen prescription renewals

• Asthma prescription renewals

Question 30

How do I get care for my child?

Answer

To get care for your child, you must create a child profile under your own existing On-Demand Care profile. Parents and legal guardians can sign up or sign in from health.amazon.com/onemedical/. There, you’ll see an option to add a new On-Demand Care profile for you and your child. Select "Add a Profile," and choose "Minor under 18." Enter your child's information to complete the process.

After signing up your child, you’ll be able to select child-eligible visits, answer a few questions, and check out. Then the next available provider will review your child’s information, complete a clinical assessment, and deliver a care summary which may include a prescription sent to the pharmacy of your choice. If they’re unable to treat your child, they’ll let you know why, and you won’t be charged.

Question 31

Can I get care for multiple children?

Answer

Yes. You can create a child profile for each of your children.

Question 32

Can multiple parents and caregivers manage care for the same child?

Answer

No. At this time, your child’s On-Demand Care profile can only be managed by a single parent or legal guardian.

Question 33

Can my child access care on their own?

Answer

No. Amazon One Medical On-Demand Care (formerly Pay-per-visit) only offers telehealth services for parents and legal guardians accessing care on behalf of their children. Children cannot access On-Demand Care services on their own.

Question 34

How much do child visits cost?

Answer

You pay a flat, out-of-pocket fee starting from $29 for Direct Message Care or $49 for Video Care.* No subscription or insurance needed.

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

Question 35

When can I get On-Demand Care?

Answer

You can request treatment for your child 24/7, 365 days a year, when your child needs it most, on your family’s schedule.

Question 36

What type of healthcare provider will treat my child?

Answer

Children are treated by family practice physicians or licensed family nurse practitioners (FNPs). You'll be able to see the credentials of your child's provider after they're assigned to your child's treatment.

Question 37

How do I know my child's health is being evaluated seriously?

Answer

Our providers follow strict clinical protocols when providing care. Before any treatment is prescribed, your child will undergo a comprehensive evaluation through our dynamic health intake, which screens for any concerning symptoms that would require immediate in-person care. Our providers carefully review your child's medical history, current symptoms, and existing medications to ensure safe and appropriate treatment. Additionally, our medical team conducts regular quality reviews to maintain the highest standards of care.

Question 38

Can I get a doctor's note for my child?

Answer

Yes. After your child completes their treatment, their One Medical provider can write excused absence notes, back-to-school notes, and no-play notes for sports or other activities if medically appropriate.

Question 39

How do I request my child’s medical records?

Answer

You can download your child’s care summary directly from your On-Demand Care dashboard. If you require any further documentation, email your request to medicalrecords@ppv.amazon.health.

Question 40

How do I know if I qualify for a promotional discount on an On-Demand Care treatment?

Answer

Amazon One Medical occasionally offers limited-time discounts on On-Demand Care treatments for specific conditions and/or certain qualifying customers (e.g., new customers, Prime Members). Whenever a promotional discount is offered that is limited to qualifying customers, Amazon displays linked terms and eligibility criteria for that promotion to help you understand upfront whether or not you qualify. At checkout, we’ll confirm that you qualify for the promotion and apply the discount to your order total.

Question 41

When will you charge my payment method for On-Demand Care?

Answer

Your payment method will be charged when a provider has reviewed your information and delivered a care summary. Care summaries can include prescriptions, instructions to take over-the-counter medication, or instructions to see a provider in person.

Question 42

What should I do if my payment method has been declined?

Answer

If your payment method is declined, we’ll email or text you with instructions about how to update your payment method.

Question 43

For prescribed medications, will I need a prior authorization from my health insurance company?

Answer

Prior authorization requirements are determined by your health insurance provider. Check with your pharmacist or insurance provider to find out if your prescribed medication is covered by your insurance.

Question 44

What is Health AI (Beta)?

Answer

Health AI (Beta) is your personalized health agent available on Amazon.com and in the Amazon app. Health AI is designed to be uniquely personalized to you and a single place where you can get insights about your health, understand your medical records, and get connected to the right professional care when you need it.

You can use Health AI to get answers and insights about symptoms, medications, lab results, and more, all personalized to your medical history. Health AI reviews your conditions, medications, and allergies before answering, so responses are tailored to your specific situation. Health AI can help you find and book appointments, manage prescriptions, and help you get the care you need.

Introductory Offer: Eligible Prime members using Health AI can get up to five Direct Message Care treatments from a One Medical provider for any of 30+ common conditions (such as cold, flu, UTI, acne, and pink eye) at no additional cost. Terms apply.

Question 45

Who can use Health AI and how do I get started?

Answer

Health AI is currently only available on an invite basis to Amazon customers in the United States aged 18 and above. We’re rolling it out rapidly to everyone interested. Request an invite, and we’ll email you when you have access.

Question 46

What’s included in my One Medical Membership?

Answer

Membership includes personal services that enhance your healthcare experience, tools to facilitate access to healthcare services, and certain telehealth services that are typically not covered by or billed to insurance.

As part of your membership, you receive access to our app where you can:

• Get 24/7 Video Care and Direct Message Care* nationwide at no extra cost

• Direct Message Care: Get help for common concerns such as seasonal allergies and urinary tract infections by answering a few questions in the app. Wait times apply.

• Video Care: Connect with the next-available provider via a quick video call to address time-sensitive health questions. Wait times apply.

• Send and receive secure messages with member support specialists and your care team

• Easily access your health records and care plans

• Request prescription refills and renewals

• Book billable In-Person Visits or Scheduled Video Visits in states where we have offices

• In-Person Visits: Scheduled appointments with your primary care provider or a provider of your choice at a One Medical office, billed to you/your insurance. Copays and deductibles apply when billed to insurance.

• Scheduled Video Visits: Scheduled virtual appointments with your primary care provider or a provider of your choice, billed to you/your insurance. Copays and deductibles apply when billed to insurance.

For both Direct Message Care and Video Care, your provider may recommend an In-Person Visit or Scheduled Video Visit based on your clinical need.

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

Learn more about One Medical appointments

Question 47

Does a One Medical Membership come with my Amazon Prime Membership?

Answer

No, One Medical Membership is not included as part of an Amazon Prime Membership, but can be purchased by an Amazon Prime member for an additional $9/mo for the first member and $6/mo for up to five additional members (an exclusive discount price for Prime members). Terms apply.

Question 48

I’m not a Prime Member. Can I still get care?

Answer

Yes! You can still sign up for a One Medical Membership directly on the One Medical site, or learn more about our One-Demand-Care (formerly Pay-per-visit) option.

Question 49

I purchased a One Medical Membership through my Prime account. How do I connect my Prime pricing to my One Medical account?

Answer

Locate and open the purchase confirmation email that was sent to the primary email address of your Prime account (don't forget to check the spam folder). The email will include options to either create a new One Medical account or apply your Prime pricing to an existing One Medical account. If you're unable to locate the purchase confirmation email, visit the membership management page and follow the on-screen prompts.

Question 50

Why is there a membership fee?

Answer

The One Medical Membership fee covers access to the One Medical app and 24/7 On-Demand Care, as well as high-touch and value-added personal services such as insurance navigation, referral management, easy vaccine and medical record access, prescription renewals, and proactive reminders for follow-up care and referral needs.

The membership fee is not a covered benefit under most health insurance plans.

One Medical is dedicated to serving its community members, regardless of their financial means. Payment of the membership fee is not a prerequisite for receiving medical care in One Medical oﬃces.

Financial assistance is not applicable towards services rendered by outside facilities such as labs, specialist facilities, imaging facilities, etc. Learn more about options for accessing medical services at One Medical without payment of the annual membership fee on the One Medical website.

Learn more about your options and financial assistance on One Medical's website

Question 51

Does One Medical accept insurance? Is One Medical an insurance plan?

Answer

One Medical is not an insurance plan. One Medical does accept health plans from most insurance carriers as well as Medicare. Some of the more popular plans that One Medical accepts are listed on our website.

Learn more about insurances One Medical accepts

Question 52

How do I get care with One Medical?

Answer

One Medical members and patients can book appointments at any of the offices across the U.S. We recommend checking with One Medical's office prior to making an appointment to ensure your insurance plan is accepted at the office you plan to visit, as this might vary based on location.

Learn more about One Medical office locations

If you don't have a One Medical location nearby, you can still benefit from a One Medical Membership. You'll be able to get care right from your phone, 24/7, with Video Care or Direct Message Care nationwide at no extra cost (included with membership). And, if you travel to a city with a One Medical office, or if One Medical opens an office near you, you can book an appointment via the app to see one of our providers in person or via Scheduled Video Visit.

Depending on your location, there may be a requirement that One Medical first see you over video (or in person) before One Medical can provide care to you via Direct Message Care.

Question 53

Does One Medical offer pediatric care for my kids?

Answer

Yes, One Medical offers Pediatric Services (newborn - 17 years old) in several of our office locations. Please visit our locations page to find out if we have a Pediatric office location near you.

Question 54

I’m 65+ years and on Medicare. Does One Medical have an oﬀering for me?

Answer

One Medical provides comprehensive primary care for seniors on Medicare who can receive care in-person.

Learn more about One Medical's primary care for seniors

Question 55

I only have Medicaid. Can I receive care from One Medical?

Answer

Except for residents of Washington, D.C., One Medical cannot care for individuals only on Medicaid.

Question 56

Can One Medical providers write a prescription for my condition?

Answer

One Medical has experience with a wide variety of conditions, including chronic condition management. If your One Medical provider determines that a prescription is appropriate as part of your course of treatment, your provider will send it electronically to your pharmacy of choice. If you have an existing prescription, you can submit a request to have it renewed through the renewal request tool within your One Medical online account or the One Medical mobile app after you become a One Medical member.

Question 57

I still have questions about One Medical. Who can I talk to?

Answer

For more information about One Medical, visit the One Medical website, the One Medical Help Center, or contact One Medical.

Visit the One Medical website

Visit the One Medical Help Center

See options on how to contact One Medical

Question 58

Who are Amazon One Medical providers?

Answer

Amazon One Medical providers are Doctor of Medicine (M.D.), Doctor of Osteopathic Medicine (D.O.), Physician Assistant (P.A.), and Nurse Practitioner (N.P.) credentialed providers.

For In-Person Visits and Scheduled Video visits with One Medical, you can see the credentials of each provider when selecting an appointment or viewing their bio. This is a helpful way to learn more about your provider ahead of your visit, especially when looking to select a new primary care provider.

For Direct Message Care and Video Care through our On-Demand Care telehealth service, you'll be able to see the professional credentials of your provider during your treatment.

Question 59

Where are Amazon One Medical providers located?

Answer

All Amazon One Medical providers are located in the U.S. You’ll receive care from a provider licensed to practice medicine in your state.

Question 60

Will my Amazon One Medical On-Demand Care (formerly Pay-per-visit) provider need information from my primary care provider?

Answer

No. Your health intake responses will give your provider the information they need to treat you. If they need additional information, they’ll ask you for it.

Question 61

Can my On-Demand Care provider send my care summary to my primary care provider?

Answer

Yes. To share your care summary with your primary care provider, just send your request through the On-Demand Care message center with your doctor’s contact information.

Question 62

How do I request my medical records?

Answer

If you’re simply looking for a copy of your On-Demand Care care summary, you can download a PDF version by clicking the Print button in your care summary.

To submit a formal request for your Amazon One Medical On-Demand Care (formerly Pay-per-visit) medical records, send an email to medicalrecords@ppv.amazon.health. Please include the following information with your request: your full name and date of birth, who the records are for, what records you’re requesting, and your photo ID. Please allow up to 14 business days to process your request.

Question 63

How do you ensure clinical quality?

Answer

Amazon One Medical's top priority is providing high quality and safe care, backed up by a rigorous quality assurance program. All One Medical providers are licensed healthcare providers. Providers are held to strict regulatory standards and adhere to evidence-based practice guidelines.

Question 64

Will I always get a prescription through On-Demand Care?

Answer

No. One Medical providers will prescribe medication when medically appropriate.

Accepted Answer

No. Your On-Demand Care provider won't prescribe narcotics or other medications listed as controlled substances by the U.S. Drug Enforcement Agency (DEA) or by state law.

Accepted Answer

Your provider may use artificial intelligence (AI) technology to assist with diagnostic and treatment decisions as part of your care. These AI tools analyze your health information to support our providers in identifying conditions and recommending treatments. For example, One Medical providers use AI technologies for medical note transcription, clinical decision support, personalized treatment planning, and predictive health analytics.

Accepted 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.

What can we
help you with?

Amazon One Medical

Amazon One Medical On-Demand Care (formerly Pay-per-visit)

On-Demand Care

Video Care

Direct Message Care

On-Demand Care for children

Pricing, payments & insurance

Health AI

One Medical Membership

Quality of care

What can we help you with?

Amazon One Medical

Amazon One Medical On-Demand Care (formerly Pay-per-visit)

On-Demand Care

Video Care

Direct Message Care

On-Demand Care for children

Pricing, payments & insurance

Health AI

One Medical Membership

Quality of care

What can we
help you with?