Here are answers to frequently asked questions about Penn Medicine OnDemand, including patient eligibility, co-pays and whether a virtual visit is appropriate for you.

Frequently Asked Questions

What types of issues can Penn Medicine’s OnDemand practice address?

Penn Medicine OnDemand provides urgent primary care services via telemedicine by providers in the Penn Center for Connected Care. Common conditions we address include sore throats, rashes, earaches, muscle or joint pain, and other minor injuries.

We are open 24 hours a day, 7 days a week, 365 days a year and have helped tens of thousands of patients address their immediate care needs from the comfort of home.

For medical emergencies, please call 911.

Should I call Penn Medicine OnDemand or my primary care provider?

Penn Medicine OnDemand providers are available all day, every day, ensuring your urgent, non-emergency medical needs can be addressed even when your primary care doctor’s practice is closed.

Your Penn Medicine OnDemand appointment does not affect existing appointments with your primary care provider and we can coordinate your care with your primary care provider.

If your primary care provider is at Penn Medicine, we will communicate your care plan to them. If you would like to discuss your medical need with a Penn primary care provider, please contact them directly.

Can I call Penn Medicine OnDemand with a medical question about a dependent?

Yes, Penn Medicine OnDemand providers are authorized to treat dependents 14 years of age and older.

Is there a limit to the number of times I can use Penn Medicine OnDemand?

No, there is no limit to the number of times you can use Penn Medicine OnDemand.

You may use the Penn Medicine OnDemand practice as many times as needed. If you do not have health insurance or if telemedicine services are not a covered benefit under your insurance plan, you may be required to make a copay. 

Please check with your insurance provider to see if your specific plan covers Penn Medicine OnDemand visits.

Am I responsible for co-pays for Penn Medicine OnDemand appointments?

Yes, patients are responsible for co-pays. The dollar amounts are determined by your insurance plan.

All other services – including in-person appointments, ER visits, in-person urgent care visits, imaging, lab tests and prescriptions – that may result from a visit with the Penn Medicine OnDemand team, will be billed as usual with applicable co-pays and deductibles.

What if I need an in-person appointment after a Penn Medicine OnDemand appointment?

If the Penn Medicine OnDemand provider determines a follow-up, in-person, office-based appointment is necessary, our team will assist with scheduling.

Can I meet with the same Penn Medicine OnDemand provider for every virtual visit?

Possibly. Depending on availability, you may be able to meet with the same provider, but it is not guaranteed.

Where is the Penn Medicine OnDemand practice located?

The Penn Medicine OnDemand practice is located at the Penn Center for Connected Care on the Penn Medicine Rittenhouse campus in Philadelphia. When you participate in a Penn Medicine OnDemand visit, you do so virtually. Please do not visit the practice location.

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