Frequently Asked Questions
What is Penn Medicine OnDemand?
Penn Medicine OnDemand (PMOD) is an internal medicine practice providing urgent medical care services to patients 14 and older, available 24 hours a day, 7 days a week, 365 days a year. Penn Medicine OnDemand providers have helped tens of thousands of patients address their immediate care needs from the comfort of home. When clinically indicated, patients can be seen in-person at the office, located at the Perelman Center for Advanced Medicine, 3400 Civic Center Blvd, Philadelphia, PA 19104.
For medical emergencies, please call 911.
Who can access Penn Medicine OnDemand Virtually?
Anyone can access Penn Medicine OnDemand virtually, regardless of whether they currently see a Penn Medicine physician. However, patients must be physically located in Pennsylvania, New Jersey, Delaware, or Maryland at the time of the telemedicine visit.
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 virtual appointment does not affect existing appointments with your primary care provider and we can coordinate care with your primary care provider. If your primary care provider is at Penn Medicine, we will communicate your care plan to them.
What are some of the common conditions Penn Medicine OnDemand can treat virtually?
Please free to call us with you concerns and we will advise you to receive the right care, in the right place, at the right time.
Common conditions we often address include:
- allergies
- back pain
- bug bites and stings
- coughs
- colds
- COVID-19
- gout
- headaches
- indigestion and heart burn
- influenza or flu-like symptoms
- joint pain
- new skin conditions or rashes
- pink eye or stye
- sinus infections
- sore throats
- urinary tract infections
- muscle or joint pain
- minor injuries
- nausea
- diarrhea
- constipation
What are some common conditions that Penn Medicine OnDemand may not be able to treat virtually?
Please free to call us with your concerns and we will advise you to receive the right care, in the right place, at the right time.
Common conditions we often cannot address include:
- Requesting narcotics or controlled substance be prescribed.
- Anxiety or depression that might be considered a mental health crisis where someone is at risk of hurting themselves or others.
- Ongoing chronic medical or other conditions, problems, or symptoms that your primary care provider has been managing in the office for some time.
-
Conditions where two or more telehealth visits have already been completed for the same problem, with the exception of COVID-19 and other contagious conditions such as influenza.
-
Serious ailments that may require advanced body imaging such as an ultrasound, CT scan, or MRI.
Can I call Penn Medicine OnDemand with a medical question about an adolescent?
Yes. Penn Medicine OnDemand providers are authorized to treat children 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.
If you do not have health insurance or if telemedicine services are not a covered benefit under your insurance plan, you may have a financial responsibility for a virtual visit which can cost between $70 and $395, depending on level of service and complexity of the issue.
Please check with your insurance provider to see if your specific plan covers Penn Medicine OnDemand virtual visits.
Am I responsible for co-pays for Penn Medicine OnDemand appointments?
Yes. Patients are responsible for co-pays. The co-pay 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 advise you.
What happens after a Penn Medicine OnDemand visit if I need a prescription or lab testing?
If deemed appropriate, the Penn Medicine OnDemand provider can send prescriptions to your pharmacy of choice in Pennsylvania, New Jersey, Delaware or Maryland. Penn Medicine OnDemand providers cannot order any narcotics or controlled substances.
In some situations, the Penn Medicine OnDemand provider can order lab and radiology testing.
After your visit, your primary care provider will provide any needed specialty referrals or diagnostic follow-up.
If the Penn Medicine OnDemand provider believes your condition is serious, you may be directed to seek care in a nearby urgent care or emergency department.
Do I need a computer or smartphone to access Penn Medicine OnDemand virtually?
Penn Medicine OnDemand is most effective with both audio and video connection so that the provider can see you while talking to you about your condition.
It is possible to call Penn Medicine OnDemand from a land line or flip phone, but only limited advice can be offered in this scenario.
Additionally, some insurance companies do not reimburse for telemedicine without a video connection. Patients may experience unanticipated billing when connecting via land line or flip phone.
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 Penn Medicine OnDemand provider, but it is not guaranteed.
Where is the Penn Medicine OnDemand practice located?
Penn Medicine OnDemand’s virtual practice is under Penn Medicine’s Center for Connected Care. When you participate in a Penn Medicine OnDemand virtual visit, you do so via telemedicine and therefore do not visit a physical practice location. If you are scheduled to see a Penn Medicine OnDemand provider in person, the office is located at Perelman Center for Advanced Medicine, 3400 Civic Center Blvd, Philadelphia, PA 19104.