To Email, or Not to Email?


Email can be a great way to communicate with your health care provider at One Medical Group, but did you know that for many issues we offer even faster ways to get the help you need? The following tips should help steer you in the right direction:

  • To schedule an appointment, just go to our website and log in. You can see our available appointments and take care of the entire booking process online in moments. Caught without your computer? No problem. You can also log in and make an appointment right on your phone by downloading our free app.
  • Have a question about your bill or any other administrative issue? Contact our helpful administrative staff by emailing You can also resolve many billing issues via our mobile app by clicking the My One tab.
  • Need a medication renewed? If you’re sure you don’t have any refills remaining on your prescription, just log in and click Prescription Renewals to submit a request online; we’ll begin processing your request immediately. It’s also easy to submit your request using the mobile app by selecting the Prescriptions tab.
  • For travel-related questions, about things like vaccines or anti-malaria drugs, go to our website and click on Traveler’s Health to get prompt answers from our travel health specialists!
  • For cold, flu, or sinus symptoms, or seasonal allergies, or if you’re a woman with a urinary tract infection, we might be able to take care of you over the phone, saving you the time and expense of an office visit. Give us a call and ask to speak to the Medical Advice Team.
  • For common ailments like the ones above, you can use the Treat Me Now feature in our mobile app and one of our providers will review your information. If there’s a simple solution, we’ll send a prescription directly to your pharmacy. If we need more information, a member of our team will call you for additional details.
  • For an emergency, call 911 rather than sending an email. If you have an urgent issue that isn’t serious enough for 911, call our office. We try to respond to emails within 24 hours, but when you need a faster response, we’re available by phone.

If after reading all of the above, you’re certain that you need advice from your provider via email, then keep your e-mail brief. If your email is longer than a few sentences, or if you have multiple complex issues to discuss, it’s likely you’ll need an office visit, so please schedule one online or directly from our mobile app.

And please remember: Avoid using email to discuss highly confidential topics. Standard email isn’t considered a secure method of communication, and is vulnerable to being read by third parties.

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  1. Belinda Jacksaon says:

    Any plans to expand to the Los Angeles area?

    • Hi Belinda!
      Thanks for writing in. We love hearing this type of feedback. While we don’t have any plans to expand into L.A. right now, we do hope we’ll be able to offer our services to different cities over time.

      Thank you for reading and all best wishes,
      Andrea Ferretti
      OneLife blog editor

      • Ridaa Murad says:

        Hi -

        I was a OneMedical Group patient/member in NYC until the move this month to Los Angeles. I’m sad to find out that OneMedical doesn’t have a practice in here. Are there any plans? I heard one maybe in the works near Century City?

        Ridaa Murad

        • Hey Ridaa,

          Thanks for the comment! SoCal is definitely on our radar for an office. Keep in touch with us on Facebook, Twitter, and our blog–we’ll keep you updated of any new locations.

          Best regards,
          Community Manager – One Medical Group

  2. jack says:

    how about providing on-line billing. would help keep costs down for everyone

  3. Hi Jack,
    This is a great suggestion and definitely something that is on our radar. We’ve got a lot of projects on our development list that will make the patient experience even better. Stay tuned and keep giving us feedback.

  4. Christopher Cianciarulo says:

    How about providing a way to have secure email communications with our providers?

    • Gracie says:

      I also would like a way to have secure email communications with One Medical Group, especially with my doctor. I am rather surprised that secure email is not available given the emphasis on email communications and use of emr.

      • Hi Gracie – thanks for your comment. We’re pleased to offer email as one means of accessibility, and continually seek to improve our systems of patient-provider communications. Your email communications with your provider are 100% confidential, and our patient portal is 100% secure.

  5. Gracie says:

    There appears to be very limited availability for a “standard” appointment based on your online scheduling tool. According to the online schedule, my doc has one appointment available next week and one the following week. In addition, there is limited availability with other docs next week. Either there is something not working with your online scheduling system or your docs are very busy.

  6. George Agrimanakis says:

    Medical care as it meant to be. Congrats on your concept.I hope the delivery exceeds patients expectations. I also hope we can see more of you around Boston, Massachusetts and USA.

  7. v says:

    If I have never come in but have joined, can I request a refill for meds that I have been taking continuously for years, but I have moved so my old dr. is no longer refilling? or do I need to come in?

    ps I have always been able to email my dr. but since I moved it is better to find a local doctor.

    • Hi there,

      Thanks for the comment. This would depend on the type of medication you are taking. Give us a ring at your local office and we can look into this further to see if you need to come in for a refill.

  8. Lori says:

    ACK! I sent an email (reply – she emailed me first) to my doctor in which I went into detail regarding a certain referral issue. I had just seen her the day prior. I tried to keep it short but it was not possible as I needed to convey my prior treatments/tests/experiences that I had, and explain that I didn’t want to waste time/money/and more of my life just getting nowhere with the docs I had seen in prior years.
    Was the email not a good idea?
    I don’t know how else to convey such info to a new doctor any other way.
    Scheduling another appt wouldn’t be the correct answer because I was just there. I have many complex medical issues and unless I can book a 2-3 hr apot to see the doc, there is no other way to provide my med hx to my new doc.

    • Hey Lori,

      Thanks for your comment! Email can be a great way to communicate with your provider if you have a quick follow-up. However, if you need to talk to your provider at length about other issues, we recommend that you schedule a follow-up appointment to ensure you’ll both have the opportunity to address your concerns adequately. Feel free to give us a call if you need help scheduling an appointment–we’d be more than happy to help!

  9. Akshobhya Mann says:

    I love One Medical. I wish it was more front and center how INCREDIBLY civilized it is to be able to solve problems like a simple UTI when traveling (which I often am), from a local pharmacy to avoid a potential emergency by waiting or a potential expense by going to an out of state or out of country medical facility.

    Long live one medical – you guys are awesome.

  10. Lisa says:

    I love One Medical. What a difference from the two minute consultation that I usually had at my old place. Just sitting in the fabulous waiting room makes me feel good! My primary care doesn’t pass judgement and actually listens. Plus, I needed a phone consultation and received a call back within 30 minutes.

    Thanks for existing and making a difference!

  11. Kelly says:

    Any plans to move into Oakland?

    • Hey Kelly,

      We definitely have the East Bay on our radar. Please make sure to keep in touch, we’ll keep you updated on any new office openings here on our blog.

      Best regards,
      Community Manager – One Medical Group

  12. Trish Green says:

    I am sitting on the toilet pooping right now.

  13. elizabeth says:

    gave myself a kick in my rear after my first visit to one medical–why in the world had i kept going to my previous assembly-line provider for so many years? here the appointment was on time, the staff was friendly & professional and i actually got my test results in a matter of days (without repeated calls to ask if they were back from the lab).
    thank you

  14. Lisa Vice says:

    What if a provider gave unclear information about ordering supplements she recommended and then doesn’t respond to the email? I like everything about one medical except for this issue.

    • Hey Lisa,

      Thanks for your comment. I’m sorry to hear about the experience you’ve been having lately. I’ve forwarded your note over to our team and we’ll follow up with you shortly via email.

      Kameron Kitajima
      Community Manager
      One Medical Group

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