FAQ

One Medical was founded on a better model of care – one designed around patients’ needs that provides a higher level of quality and service affordably. We do this through innovative design, excellent customer service, and the efficient use of technology.

Our entire team believes in building trust-based partnerships with our patients. Rather than simply writing a prescription and sending you on your way, your primary care provider (PCP) will collaborate with you as your long-term health care advocate, help you manage your health issues and navigate complex decisions, and empower you with the knowledge and guidance you need to make positive changes. We use diagnostic tests appropriately, wary of the risk of overdiagnosis, and strive to ensure that follow-up plans are clearly understood.

Moreover, we’re focused on caring for you in a holistic manner – taking all aspects of your health and lifestyle into consideration. To help you restore and maintain optimal health, we’ve made some specialty services available to you on-site at select locations. As we grow, we’ll continue to add more services to make our care as comprehensive and effective as possible.

Your PCP at One Medical is your first point of contact for your health care needs, bringing you the peace of mind that comes from having a trusted advisor in your corner. But should you ever require a specialty consultation or hospitalization, we’ll help you make the best possible choice, and we’ll ensure a well-coordinated referral.

One Medical works with nearly all of the hospitals in the area, allowing you to go to the hospital of your choice, and we can help coordinate care as needed. If you see one of our providers and need to see a specialist for a follow up at a hospital, we can provide the referral and help coordinate the logistics. If you end up at a hospital for another reason, we can help you have all your medical records transferred to One Medical, so your provider will be able to review your stay and test results and help with any needed follow up.

Yes, you’re welcome to book an appointment at 125+ offices nationwide. For your convenience, we recommend checking with our office prior to making an appointment to ensure your insurance plan is accepted at the office you plan to visit.

Our primary care providers can address a wide range of urgent and acute concerns. Because we offer same-day appointment availability and 24/7 access to our clinical team, we are a great option for urgent needs. If you have a concern after-hours or are unsure whether you should go straight to an urgent care facility or the nearest emergency room, please call our office to be connected with a member of the One Medical team.

The term primary care refers to the kind of medical care you need first — before you get sick, before you need to see a specialist, before you need to go to a hospital. With an emphasis on family practice and internal medicine, as your primary care providers we at One Medical will address your essential health needs by:

Focusing on prevention and screening

Working closely with you to plan for your health

Acting as a hub for medical information with a comprehensive, accurate and secure repository for your records

Coordinating your tests, treatments, specialist visits and hospitalizations

Providing plain-spoken guidance, insight and advice

Offering cost-effective solutions to better manage medical expenses

From preventive medicine to holistic integrative care to home remedies, we leverage the latest medical research, our collective experience and feedback from you to keep you healthy—whether you're already in good health, suffering from a minor cold or experiencing a life-changing illness.

Above all, primary care providers offer continuity. In your quest to become and remain as healthy as possible, we are your partners for the long term.

We believe primary care should be the first stop in your healthcare journey; it’s where you turn for guidance and support before you get sick, before you see a specialist, and before you need to seek hospital care. Our providers combine excellent customer service with an efficient use of technology to deliver high-quality, affordable service that’s designed to fit your unique needs.

As your One Medical primary care providers (PCPs), we take your well-being seriously. With an emphasis on family practice and internal medicine, we address all your essential health needs by:

Making prevention and wellness a priority
Collaborating with you to customize the best plan that suits your individual needs and goals
Providing a comprehensive, accurate, and secure repository for all your medical information
Seamlessly coordinating your care, including tests, treatments, specialist visits, and hospitalizations
Providing easy-to-understand, accessible advice, guidance, and insight
Offering cost-effective options that empower you to prioritize your health
At One Medical, we leverage the latest medical research and cutting-edge technology to offer the most comprehensive primary care available. We draw upon our team’s extensive collective experience and your personal feedback to create a truly one-of-a-kind primary care experience. From preventive medicine to integrative care, we have the tools to keep you feeling your best -- whether you’re already in good health, suffering from a minor cold, or facing a life-changing illness. Our primary care providers are your partners in cultivating and maintaining long-term health.

Our philosophy is rooted in quality care, patient-centered design, and a smart application of technology. In order to deliver the best preventive medicine, acute care, and chronic condition management, we provide our board-certified medical professionals the time and tools to make the best decisions for your health.

Each of our general practitioners places a strong emphasis on fostering patient-provider relationships based on trust and mutual understanding, taking the time to get to know you and your unique health story. Our providers want to understand how your history and lifestyle impact your overall well-being, and they’ll collaborate with you to customize a plan that fits your life and helps you achieve your goals. We aim to be your long-term health care advocates, partnering with you to manage your health issues and navigate complex medical decisions. By using diagnostic tests appropriately and avoiding overdiagnosis or unnecessary prescriptions, we empower you to make positive changes in your health and your life with newfound knowledge, awareness, support, and guidance. We stay by your side every step of the way, making sure you understand how to continue your progress once you leave the office.

And since our providers see fewer patients than typical primary care providers each day, they will have more time to spend with you, ensuring that all your concerns are addressed.

Above all else, we treat you as a whole person, not just a collection of symptoms. We take all aspects of your health and lifestyle into consideration, and care for you in a holistic manner that helps you restore and maintain optimal health. We’ll continue to add more services as we grow in order to offer the most comprehensive, effective care possible.

Although we don’t require our members to pick a PCP, we strongly recommend finding a practitioner you feel comfortable with and who can collaborate with you on important decisions in order to coordinate and optimize your long-term care.

Besides being your partner in good health, your One Medical PCP is your first point of contact for all health care needs, acting as your advocate, ally, and advisor. We’ll help you make the most informed decisions possible, and we’ll ensure a well-coordinated and thoroughly researched referral should you ever require a specialty consultation or hospitalization.

Finally, if the PCP you select doesn’t feel like the right fit, you can always switch to another practitioner -- no questions asked.

The majority of One Medical’s general practitioners, including our doctors, nurse practitioners, and physician assistants, have a focus in either family medicine or internal medicine.

Family medicine providers, otherwise known as family practitioners, are considered to have the widest set of primary care skills, treating patients at every stage of life. They are trained to treat patients from birth through adulthood, and into the elderly years. At One Medical, our family practitioners see patients in adolescence and above; generally age 14 and older.

Internal medicine doctors, otherwise known as internists, focus primarily on adult and elderly patients, and are most comfortable seeing patients age 18 and older. Their training emphasizes the management of chronic, complex, or severe illnesses, particularly for patients who require hospitalization. Although they are proficient in primary care, their specialty training typically does not include obstetrics, gynecology, or pediatrics.

For more on One Medical's participation in Iora Health Network (a Direct Contracting Entity), please see here.

The importance of nutrition has been recognized since days of Hippocrates (400 BC), who famously said, “Let thy food be thy medicine and thy medicine be thy food.” At One Medical, we know that good diet and nutrition habits can lead to an improvement in overall health. Healthy diets can reduce the risk for chronic diseases, such as heart disease, diabetes, obesity, high blood pressure, high cholesterol and osteoporosis. Our health care professionals, and in some markets, our certified nutritional consultants will work with you to understand your unique needs and create a personalized plan to help you achieve your lifestyle and health goals.

As part of our mission to provide health care designed around you, One Medical offers a number of online tools to simplify your life:

Stay on top of your care with My One, our online patient portal:

Online Appointment Booking — Fit the doctor’s visit into your schedule, not the other way around. For both routine visits and urgent needs, it’s easy to find a time that works for you. You can also reschedule or cancel appointments at your convenience.

Medical Records Release — Transfer your medical records without the drama. No time to play phone tag with another physician’s office? Just fill out our Medical Records Release form and we’ll take it from there.

Prescription Renewals and Specialist Referrals — Save time (and money) by avoiding unnecessary appointments. Often, you don’t need a doctor’s visit to renew a prescription or to request a referral. Spare yourself a needless follow-up visit by submitting these requests electronically.

Travel Services — Get properly vaccinated and enjoy your trip abroad. Fill out the Pre-Travel form for our medical team to review, and we’ll let you know which vaccines you’ll need. Then, drop by our office during lab hours for your vaccinations. Learn more about our Travel Services.

Free Mobile App — Manage your health wherever you are with One Medical Mobile. Seamlessly book appointments, renew prescriptions, and locate nearby offices when you’re on-the-go. Or, avoid the office visit entirely and request treatment for common conditions such as allergies, skin issues, and more. Available on both iPhone and Android.

Email Your Doctor — Keep in touch after your visit. The end of your appointment isn’t the end of the relationship. Access your provider by email with follow-up questions and requests for medical advice.

Our Online Community — Connect with us for more. Our blog features health tips, medical news, and recipes from trusted One Medical doctors. If you can’t get enough of us, we’re also on Facebook, Twitter, Google+, YouTube, Instagram, and Pinterest with the latest updates and behind-the-scenes scoop.

One Medical offers Pediatric Services (newborn-17 years old) in limited offices in the SF Bay Area, New York, Los Angeles, Orange County, Portland, Seattle, Chicago, Boston, Austin and Phoenix. Please call us to find out if we have a Pediatric office located near you. Depending on the age of your child, we may have other care options available to you. Our Family Medicine doctors see patients age 14 and up, and our Internal Medicine doctors see patients age 18 and up.

Women face a special set of health needs. As primary care physicians, we are trained in many areas of women's health and can provide many of the same services as your gynecologist — which can help you reduce the number of doctors you see for routine issues.

We'll help you with everything from Pap tests to guidance and counseling on birth control, breast cancer screening and menopause. And of course we work closely with many of the best OB/GYN specialists in the area, should you ever need a referral.

Preventive Services

Birth control counseling & prescriptions

Breast cancer screening

Cervical cancer screening

Exercise & nutrition counseling

Heart disease prevention

Weight management

Disease Management

Autoimmune diseases

Depression & anxiety

Eating disorders

Fibromyalgia

Menopause

Menstrual disorders

Osteoporosis treatment & prevention

Sexually-transmitted diseases

Sports-related injuries

Thyroid disorders

Urinary tract infection

Yeast infection

Yes! During flu season, we offer flu shots by appointment - just book in the app. The vaccine is covered by most insurance plans. Please check with your insurance provider if you have questions concerning your coverage.

We make it easy to request and renew prescriptions. When you come in for an appointment, your provider will assess your proper course of treatment. If a prescription is required, we can send a prescription electronically to the pharmacy of your choice for you to pick up there.

To renew an existing prescription, the fastest and easiest way is to use the renewal request tool within your online account or the mobile app. Your request will be sent immediately to the Virtual Medical Team for review. They will follow up if more information is required, or they’ll send you an email as soon as your prescription has been sent to your pharmacy. If you would prefer to call us about your prescription request, simply call our office and have all the relevant information available.

One Medical will do everything we can to ensure that your prescription request is handled quickly and efficiently. While we can send prescriptions directly to your pharmacy, please understand that the pharmacy will be the ones to actually fill the prescription for you. If you have questions about when your prescription will be filled, it is best to call your pharmacy directly.

For preventive medical care no matter where you're headed, our travel experts are ready to help. We'll review your itinerary and medical history, provide the necessary vaccinations and prescriptions, and give you advice for staying healthy throughout your trip. You should plan to see us six weeks before your departure to allow ample time for vaccinations; we also offer last-minute travel support for spur-of-the-moment travelers.

Do I need to make an appointment with a provider?
If you are new to our practice and have not yet come in for a visit, you’ll need to schedule a “travel medicine” appointment before we are able to order travel vaccinations and medication for you. If you are an existing patient who has been seen in the office in the past then you do not need an appointment unless we instruct you to do so when we email you our recommendations. Many of our travel services are available on a walk-in basis, and do not require a scheduled appointment at all.

How much does the Travel Clinic service cost?
We do not charge any fees for travel consultations for One Medical members. If you are a new member, you’ll need to schedule a standard visit to establish care, so you’ll be responsible for any standard office visit costs. If you are an established member and have had an appointment in the past year, we may be able to accomplish everything needed virtually, saving you the need for an in-office appointment. Please make sure to fill out the travel questionnaire before coming in for a visit or connecting with us virtually so our medical staff can research your specific itinerary and determine if vaccinations or medications are needed for your travels.

During your appointment, you’ll meet with a provider and receive any necessary vaccinations. If our team determines that you need to get an injectable vaccine as part of your travel preparation, you can just walk into any lab during our normal lab hours, no appointment needed.

Primary care addresses your health at every cycle of life, including pregnancy. Our providers will empower you with evidence-based knowledge each step of the way, provide thorough, individualized counseling throughout your pregnancy, and support a wide variety of approaches to pregnancy and childbirth, including natural options.

Patients in our Prenatal Care program benefit from:

Longer prenatal appointments Evidence-based and up-to-date recommendations and treatments Caring, thorough counseling regarding all of your concerns An emphasis on partnering with you and your family around pregnancy decisions Access to all One Medical services, such as on-time appointments, on-site lab work, email access to your provider, and our 24/7 medical advice line A team-based approach — your prenatal provider will have the opportunity to work closely with your primary care provider Our team is pleased to be able to support VBAC (vaginal delivery after cesarean) and care for women of all ages.

Our providers will empower you with evidence-based knowledge each step of the way, provide thorough, individualized counseling throughout your pregnancy, and support a wide variety of approaches to pregnancy and childbirth, including natural and holistic options.

Patients in our Prenatal Care program benefit from:

Longer prenatal appointments
Evidence-based and up-to-date recommendations and treatments
Caring, thorough counseling regarding all of your concerns
An emphasis on partnering with you and your family around pregnancy decisions
Access to all One Medical services, such as on-time appointments, on-site lab work, email access to your provider, and our 24/7 medical advice line
A team-based approach -- your prenatal provider will have the opportunity to work closely with your primary care provider
Our team is pleased to be able to support VBAC (vaginal delivery after cesarean) and care for women of all ages.

You will schedule appointments with your prenatal provider throughout your pregnancy, and can expect to come in more frequently as you get closer to your delivery date.

Months 2 through 7: Appointments every 4-6 weeks
Months 7 through 8: Appointments every 2-3 weeks
Month 9 through birth: Weekly appointments
Postpartum Appointment: 4-6 weeks after birth

If you are pregnant, breastfeeding, or planning on becoming pregnant, some vaccines and medications may not be appropriate for you. Our team can help guide you in the right direction by reviewing your itinerary and determining whether we can provide a prescription, or whether a specialized travel clinic visit would better suit your needs.

A controlled substance is a medication that’s regulated by the government because of its high potential for harm or abuse. However, it’s still possible to take these medications safely for health reasons under the care of your clinical team. You should work with your provider to figure out a care plan that works for you and that you’re comfortable with.

Examples of well-known controlled substances include opioid pain medications, stimulants, certain sedatives and sleep medications, and cannabinoids.

At One Medical, we do everything we can to provide you with safe and effective health care. When it comes to controlled substances, this means that we prescribe a medication only after discussing the desired benefits and possible harms with you and deciding together if it's the right approach. This will depend on your individual health history and preferences. We’re here to be your partner and strongest health advocate.

In order to get a prescription for a controlled substance you must first establish care with a Primary Care Provider at One Medical who is trained or certified to prescribe the controlled substance you need. Please call One Medical and we can help direct you to the right provider for your needs. Once you establish care, your provider will talk with you about your health. If a controlled substance is indicated for medical reasons, we’ll discuss how taking it might impact your overall health. We’ll help you weigh your options and make an informed decision about whether to start a medication. We have safety checks in place to prevent medication misuse, such as a checking a government database that tracks prescriptions.

Finally, you’ll agree to take the controlled substance as prescribed and make a plan for getting refills and following up with your provider. In many cases this includes a written medication agreement signed by you and your provider. We believe honest communication and clear expectations make for safer and more effective treatment.

In order to get refills and continued care, we ask that you follow the plan discussed with your provider and send your refill request at least three business days in advance of when you’ll need it. It’s best to work with your provider directly, but we’ll do our best to get you timely care and refills if your provider is unavailable. Contact your provider if you want to make any significant changes to your treatment plan. One Medical may decline to replace a controlled substance prescription if it’s lost or stolen.

We want to empower you to better manage your health and wellness through a true partnership with your provider. That’s why we’ve replaced Tasks with Care Plan, a platform that’s more flexible, more focused on your needs, and better reflects the collaboration between you and your care team. Your Care Plan is home to personalized Action Items that your provider recommends to help you be your healthiest, such as getting lab tests or vaccines. Just as with Tasks, we’ll send you push notifications and reminders when you get an Action Item from your provider. And we’ll be adding new features to your Care Plan in the future to make looking after your health even easier.

You can view your Care Plan when you’re logged into the One Medical app or website. We’ll also send you push and email notifications whenever you get a new Action Item from your provider.

The Annual Membership Fee allows us to offer you the innovative digital health tools and value-added services that make One Medical unique. The Annual Membership Fee is paid to 1Life Healthcare, Inc., the healthcare technology and management company affiliated with One Medical, that develops the digital health tools and enhanced services that One Medical offers to its members.

The Annual Membership Fee covers costs associated with access to the 1Life Healthcare proprietary technology platform, which includes such benefits as online appointment booking and online prescription renewal requests. Members who pay the Annual Membership Fee also have access to time-saving services through the One Medical Mobile App offered by 1Life, including online appointment booking, online prescription renewal requests, on-demand video visit technology, and digital access to virtual medical services on the go.

The Annual Membership Fee also covers costs associated with high-touch and value-added non-medical services including lifestyle and wellness offerings and value-added personal assistance services. The Annual Membership Fee is not a covered benefit under most health insurance plans.

Payment of the Annual Membership Fee is not a prerequisite for receiving medical care in One Medical offices. To understand your options for accessing medical services with One Medical without payment of the Annual Membership Fee, click here.

While many of our members are happy to support our practice with the annual membership fee, supporting the practice is not a requirement of joining One Medical. Most of our patients do pay the membership fee. However, One Medical is dedicated to serving our community, regardless of financial means. If you don’t have the financial means to pay the Annual Membership Fee and would like to become a member of One Medical, please call any of our offices to learn about your options. To understand your options for accessing medical services with One Medical without payment of the Annual Membership Fee, click here.

The quality of your care is our highest priority, and we’re dedicated to giving you the best experience possible. If we ever fail to meet your expectations, we’ll do our best to fix it.

One Medical accepts health plans from most insurance carriers as well as Medicare. Some of the more popular plans that we accept are listed on our Insurance page, but since the list periodically changes, we encourage you to call us if you don’t see your plan.

We believe that quality health care should be accessible to everyone, so if you have a high-deductible health plan or are not insured, we also offer affordable options for working together.

We are pleased to participate in a limited number of ACA/Exchange plans that enable us to provide you with the high level of care and service you expect from One Medical. Our goal is to participate with as many plans as possible, and we expect to continue to expand the list of participating plans over time. See our Insurance page for more information.

One Medical is only in network with specific ACA-related plans sold via the Health Insurance Marketplace. For a list of the Exchange plans that we accept, please visit our Insurance page.

For individual and family health plans purchased privately (outside of an employer) through an insurance company, broker, or small business group, please be aware that if we’re not in network with their Exchange counterparts, we may not be in network with those plans.

FSAs (and occasionally HSAs) may cover the cost of the membership fee, however, we would recommend that you contact your internal benefits manager or administrator to confirm.

If you have insurance in-network with One Medical there is no fee or cost to you as the patient. Please provide us with your insurance details, preferably before your appointment time.

If you have insurance that is out of network with One Medical, there is no fee or cost to you as a patient. You will still need to provide us with your insurance information, preferably before your appointment time.

If you are not insured, there is no fee or cost to you as the patient. As part of the Families First and CARES Act, you will be asked to provide some identifying information at the time of your appointment. The new FFCRA and CARES Acts have made funding available to allow COVID-19 related care accessible to all Americans including those uninsured.

A co-pay is a fixed amount the patient pays for medical services. The remaining balance is covered by the patient's insurance company. Co-pays may vary within the same plans, depending on the service provided.

A deductible is a fixed amount a patient must pay each year before their health insurance benefits begin to cover the costs. After your deductible has been met, patients typically pay coinsurance — a percentage of the total costs — for any services that are covered by the plan. They continue to pay the coinsurance until they meet their out-of-pocket maximum for the year.

Insurance plans vary, so this question is best answered by your insurance’s member services. Please reach out to your carrier or check their website to verify coverage before booking an appointment online.

Most insurance carriers have updated their benefits to include remote visits, which may also be referred to as “telehealth” or “video visits”. These visits are billed the same as in-office visits, without needing to come in-office. Please reach out to your carrier or check their website to verify coverage before booking an appointment online.

Note: Your annual membership with One Medical provides free Video Chats with our online Medical Team through the mobile app and will not apply to your insurance or out-of-pocket cost.

Your visit will be coded based on industry standard guidelines, which in turn creates a claim that we file electronically with your insurance carrier. To ensure proper and prompt processing of your claim, please verify the insurance information we have at the time of booking. If you're covered under two insurances, please let us know before your visit.

One Medical will email your statement as soon as your claim has been processed by your insurance carrier. You can also always check your billing on the One Medical app under the “My Health” tab, then hit “Insurance & Billing” to see your Online Bills.

Note: While you may receive an EOB (Explanation of Benefits) from your insurance carrier prior to your statement, please wait for your statement from One Medical before reaching out to us with any questions you may have on your bill.

Yes. As a reminder, make sure you have your current card information and be aware that your Flex spending fund expires at the end of each calendar year.

You can pay for a wide range of IRS-qualified medical expenses with your HSA, including many that aren't typically fully covered by health insurance plans. This includes office visits, prescription, and travel vaccines.

Yes. Please email admin@onemedical.com if you would like to deactivate paperless billing or send a message to the admin team on the One Medical app.

All insurance plans have different contracted rates depending on the services provided. The balance for each visit is dependent on the coverage provided by your insurance carrier. While most primary care office visits should be covered under the same benefit level (as in subject to the annual deductible, co-insurance responsibility, or copay, additional costs can occur from procedures, vaccines, or bloodwork that may be performed at One Medical. To ensure proper and prompt processing of your claim, please verify the insurance information we have at the time of visit is active and correct.

While most insurance plans cover annual physicals and wellness exams, sick visits and procedures are usually billed towards your deductible/coinsurance or copay, as these are non-preventive services.

Factors that may affect the price of your office visit include the complexity of the visit, topics discussed, and if any procedures were done during the visit. Here is a list of the most common procedures or services that may not be covered under your typical Primary Care Benefits.

• Dermatology related Procedures
  • Cryotherapy (wart removal)
  • Skin tag removal
• IUD insertions, removal, and replacement
• Prenatal Care
• Mental Health/Behavioral Diagnosis
• Vaccines

Our goal is to make every aspect of getting care easier, so we wanted to simplify the billing process for you. We’ve replaced our third-party billing platform with a new system that’s fully integrated into your One Medical account.

One Medical will email your statement as soon as your claim has been processed by your insurance carrier. You can also always check your billing on the One Medical app under the “My Health” tab, then hit “Insurance & Billing” to see your Online Bills.

Note: While you may receive an EOB (Explanation of Benefits) from your insurance carrier prior to your statement, please wait for your statement from One Medical before reaching out to us with any questions you may have on your bill.

One Medical will send a notification through our secure messaging portal after your insurance has processed the claim. You may make payment online through the One Medical app or by phone.

American Express, Discover, MasterCard, and Visa

• Financial Assistance Program-link here
• Interest Free Payment Plans

In the event a member is owed a refund due to an overpayment, that refund will be returned to the member by crediting the original credit card, mailing a check, direct deposit refund through Zelle, or credited towards their next office visit.

In order to send refunds to our members faster and more securely, we recently started using Chase Payments and Zelle.

The most common reason that we owe you a refund is that your insurance company adjusted the amount they paid for a claim after you paid for the services. It’s also possible that you overpaid a copay or accidentally paid a bill twice.

If you’ve previously registered with Zelle, the refund will automatically be transferred to your bank account. If you’re not registered with Zelle yet, you’ll need to register for Chase Payments by clicking the “Accept Money” button in the email from Chase.

Chase Payments is a way for us to transfer money to your bank account efficiently and securely. Once you register online, you’ll be able to get the funds transferred to the account of your choice. This simply allows us to transfer the funds to you — it’s not creating any type of banking account with Chase.

If you don’t create a Chase Payments account by the deadline in the email they sent you, we’ll mail a check to the address we have for you. You should get the check within 1 to 2 weeks after the Chase Payments deadline passes.

At One Medical, most of our doctors specialize in either Family Medicine or Internal Medicine, and serve as primary care physicians.

Family Medicine doctors (a.k.a. Family Practitioners) are the most widely-skilled primary care doctors. They're trained to be able to help patients at every stage of life, from birth through childhood and adulthood, and onward to old age and death. At One Medical, our FPs see adolescent patients; generally age 14 and older.

Internal Medicine doctors (a.k.a. Internists) focus on adult and elderly patients. Their specialty training doesn't involve obstetrics, gynecology or pediatrics. Their training emphasizes the management of chronic, complex or severe illnesses, especially for patients who require hospitalization. Internists are most comfortable seeing patients age 18 and older.

Physician Assistants are extensively trained in the practical knowledge and skills required for effective clinical care. At One Medical, and in many other settings, PAs practice similarly to physicians, often acting as PCPs for their patients. They make diagnoses, prescribe treatments, and can handle all the basic primary care issues and procedures, consulting their MD or DO colleagues as needed.

Like MDs, DOs (also called Osteopaths) are licensed physicians – trained to practice all aspects of medicine for the prevention, detection, and treatment of disease. The main difference between MDs and DOs is that DOs attend Osteopathic medical schools where they receive extra training in the musculoskeletal system, focusing on how an injury or illness in one part of the body can impact other parts of the body as well as overall health. Osteopathic education emphasizes that all aspects of the body are integrated and that the body has a natural ability to heal and regulate itself. Some DOs, although not all, practice Osteopathic manipulative treatment (OMT). OMT is a gentle hands-on technique used to diagnose and treat the patient – where the provider is paying particular attention to the muscles, nerves, joints, bones, and how they’re all connected.

Nurse Practitioners are nurses who have had additional education and training that allows them to practice similarly to physicians, often acting as PCPs for their patients, and consulting or collaborating with physicians as needed. Most NPs focus on a specific aspect of primary care, such as adult medicine, family medicine, or women’s health.

Registered Nurses (RNs) have a broad health care background that allows them to assess conditions and develop plans to help their patients promote health, prevent diseases, and address health concerns while working closely with the rest of the healthcare team. At One Medical, RNs are a core part of our Virtual Medical Team, providing 24/7 support for both patients and providers.

The Virtual Medical Team is an integral part of your care at One Medical. Leveraging state-of-the-art technology, these One Medical providers work closely with your Primary Care Provider (PCP) to ensure that you have access to care 24 hours a day, 7 days a week.

As a core part of your primary care team, they can directly access your medical records, giving them a complete view of your health - even though you may not have met them personally. They are able to directly address your medical concerns if your PCP is unavailable, assess your situation, and determine appropriate next steps for your care. The Virtual Medical Team will help you manage urgent and after-hours medical concerns, provide health advice, respond to urgent prescription needs and bridge your care with your office-based PCP. Additionally, they respond to lab results, travel needs and care coordination with our experienced provider team. Ultimately, they are able to provide you with clinical support in between your office visits.

The Virtual Medical Team is part of your One Medical membership - using their services does not cost you anything more. They are part of our commitment to bringing you the best possible care, whenever you need it.

Some of the services that the Virtual Medical Team provides include:

Clinical support at any time of the day or night via phone, video, or mobile app

Review of lab results and other clinical emails

Easy prescription renewals

Travel Clinic services

One Medical Group offers our members on-site laboratory services on a walk-in basis, with no need for an appointment. Our staff will put you at ease, draw your blood and collect other specimens in an anxiety-free environment, and get you on your way quickly. After we receive and review your results, we will promptly email you with our interpretation and a copy of the report.

Your health care provider will order the specific tests you need based on your age, your medications, your overall health status and the amount of time since your last set of blood tests. Young, healthy individuals may only need blood tests every five years, while patients with active medical issues may need tests annually or even more frequently. If you are interested in having specific tests performed, you can discuss them with your provider in the office or via email before coming in to have your blood drawn.

Insurance plans vary, and your coverage depends on your specific policy. While most tests are covered by insurance, you may want to contact your insurance carrier to ensure coverage before having your test done.

Some tests are accurate only if you have been fasting before having your blood drawn. If your provider tells you that you need to fast before your tests, then you should not eat food or drink anything besides water for a minimum of 12 hours prior to the test. You may take medications during this time, and you should drink plenty of water in order to stay hydrated and help make your blood draw easier.

Yes. Like all medical tests, STD tests are strictly confidential. If you know you were exposed to HIV or viral Hepatitis, you should speak with your physician immediately to discuss early preventive treatment options.

No appointment is necessary; however, tests must be ordered by your provider. You can simply walk in to the office during lab hours to have our trained on-site staff to draw blood and collect samples for diagnostic tests. If you have questions about what tests are covered by your insurance plan, we recommend you check with your insurance company.

If you prefer, you can go to an off-site lab such as LabCorp, Quest Diagnostics, or any local medical center for your tests. Please contact them directly for their respective locations/hours.

Typically, you’ll receive your lab results within 7-10 business days of the date of your test. After your test, your labs will be processed through a third-party facility. Once returned to us, we will email the test results to you, along with our interpretation of the report and advice on next steps.

We take the security and confidentiality of your personal information seriously. We follow industry best practices in software development and testing, including periodic vetting by internal and external security researchers. Your data is encrypted in transit and at rest, and our infrastructure runs on an industry-leading highly secure, HIPAA-compliant data center.

If you are a security researcher and you believe you have identified a security issue, please contact security@onemedical.com. We are committed to working with the community to verify, reproduce and respond to all legitimate reports.

The One Medical Terms of Service require One Medical and its members to arbitrate most disputes rather than pursue litigation in court. However, if you do not want to agree to this provision, within 30 days of accepting the terms, you can opt out of the arbitration provision by either emailing admin@onemedical.com or sending a written request to:

One Medical
One Embarcadero Center, Suite 1900
San Francisco, CA

On Web:

1. Go to onemedical.com and click ‘Log in’ in the upper right corner
2. Input the login email address and password associated with your account and click ‘Log in’

If needed, you can update your password prior to logging in by clicking the ‘Forgot Password’ link underneath the password field

On iOS:

1. Tap ‘Login’
2. Input the login email address and password associated with your account and click ‘Log in’

If needed, you can update your password prior to logging in by clicking the ‘Forgot Password’ link underneath the password field

On Android:

1. Tap ‘Login’
2. Input the login email address and password associated with your account and click ‘Log in’

If needed, you can update your password prior to logging in by clicking the ‘Forgot Password’ link underneath the password field

Currently, all members have unique login credentials and children’s accounts must be accessed separately from the parent’s account. Log out of any active sessions on the app and log in to a new session using the child’s unique login email address and password

To logout on iOS:

1. Tap ‘My Health’
2. Tap the gear icon at the top right corner to navigate to Settings
3. Tap ‘Log Out’

To logout on Android:

1. From the home screen, tap the gear icon at the top of the screen to navigate to Settings
2. Tap ‘Log Out’

On Web:

1. Log in to onemedical.com and select your profile picture at the top right-hand side of the navigation bar
2. Click ‘Appointments’ in the dropdown menu
3. Click on the appropriate appointment to view the details

On iOS:

1. From the home screen, tap ‘View Details’ on the appointment reminder card at the top of the screen

To view past appointments on the app, tap ‘My Health’ then tap ‘Past Appointments’

On Android:

1. From the home screen, tap ‘View Details’ on the appointment reminder card at the top of the screen

To view past appointments on the app, tap ‘My Health’ then tap ‘Past Appointments’

1. The Zoom link is associated with the Join Now button on all platforms. When the appointment is booked, a confirmation email is sent to your preferred account email address right away with a ‘Join Now’ button. You will also receive an appointment reminder email, which includes the Join Now button. If you’ve opted in to text message appointment reminders, there will also be a Zoom link on the text notification

On Web:

1. Log in to onemedical.com with your email and password
2. Tap ‘Join Now’ on the appointment reminder card at the top of the screen

On iOS:

1. From the home screen, click ‘Join Now’ on the appointment reminder card at the top of the screen

On Android:

1. From the home screen, click ‘Join Now’ on the appointment reminder card at the top of the screen

**Note** If you have multiple Remote Visits scheduled for the future, toggle between the different appointment reminder cards to ensure the time and date of the appointment are correct so that you join the appropriate meeting.

On Web:

1. Log in to onemedical.com
2. Click ‘Care Plan’ at the top of the screen
3. On the left side of the screen under ‘Care Plan’ you can toggle between Action Items and Visit Summaries

On iOS:

1. From the home screen, tap ‘Care Plan’
2. Visit Summaries will be displayed at the top of the screen, Action Items will be displayed below the After Visit Summaries

On Android:

1. From the home screen, tap ‘Care Plan’

Visit Summaries will be displayed at the top of the screen, Action Items will be displayed below the After Visit Summaries

On Web only:

1. Log in to onemedical.com and select your profile picture at the top right-hand side of the navigation bar
2. Click on the caret icon at the top right corner of the screen, next to the circular avatar (an image if one has been uploaded, initials will appear if no image has been uploaded)
3. Click ‘Account’ in the dropdown menu
4. On the left side of the screen, click ‘Membership & Billing’
5. Scroll down to ‘Account Information’
6. Login email, preferred email, and password can all be updated in that section

On Web:

1. Log in to onemedical.com and select your profile picture at the top right-hand side of the navigation bar
2. Click ‘Account Security’ on the left side of the screen
3. Click on the dropdown menu in the ‘Multi-factor Authentication’ field and click ‘Enabled’
4. Input the phone number you want MFA text message notifications sent to
5. Click ‘Next’
6. Check the text messages on your phone to retrieve the verification code and type it into the ‘Code’ field
7. Click ‘Next’
8. Save the recovery code that appears on the screen, the recovery code will be needed to log in to your account if you are unable to receive a text message when attempting to log in

On iOS:

1. From the home screen, tap ‘My Health’
2. Tap the gear icon at the top of the screen to navigate to Settings
3. Tap on ‘Security & Multi-factor Authentication’
4. Next to ‘Multi-factor Authentication SMS,’ toggle the switch to the right
5. Input the phone number you want MFA text message notifications sent to
6. Click ‘Next’
7. Check the text messages on your phone to retrieve the verification code and type it into the ‘Code’ field
8. Click ‘Next’
9. Save the recovery code that appears on the screen, the recovery code will be needed to log in to your account if you are unable to receive a text message when attempting to log in

On Android:

1. From the home screen, tap the gear icon at the top of the screen to navigate to Settings
2. Tap on ‘Security & Multi-factor Authentication’
3. Next to ‘Multi-factor Authentication SMS,’ toggle the switch to the right
4. Input the phone number you want MFA text message notifications sent to
5. Click ‘Next’
6. Check the text messages on your phone to retrieve the verification code and type it into the ‘Code’ field
7. Click ‘Next’
8. Save the recovery code that appears on the screen, the recovery code will be needed to log in to your account if you are unable to receive a text message when attempting to log in

On Web:

1. Log in to onemedical.com and select your profile picture at the top right-hand side of the navigation bar
2. Click ‘Account Security’ on the left side of the screen
3. Click on the dropdown menu in the ‘Multi-factor Authentication’ field
4. Select ‘Disabled’

On iOS:

1. From the home screen, tap ‘My Health’
2. Tap the gear icon at the top of the screen to navigate to Settings
3. Tap on ‘Security & Multi-factor Authentication’
4. Next to ‘Multi-factor Authentication SMS,’ toggle the switch to the left
5. Tap ‘Disable’ in the popup

On Android:

1. From the home screen, tap the gear icon at the top of the screen to navigate to Settings
2. Tap on ‘Security & Multi-factor Authentication’
3. Next to ‘Multi-factor Authentication via SMS,’ toggle the switch to the left
4. Tap ‘Disable’ in the popup

On Web:

1. Log in to onemedical.com and select your profile picture at the top right-hand side of the navigation bar
2. On the left side of the screen under ‘Account,’ click ‘Request Records’
3. At the top of the screen next to ‘Send or Receive Records,’ click ‘Start Request’
4. To receive outside records, click the circle icon next to ‘Obtain medical records from’
5. Under ‘institution or Individual,’ provide the name of the outside facility
6. Provide facility’s address and phone number, as well as an email address and fax number, if available
7. Select the preferred Protected Health Information and Categories of records to be released
8. Specify the date range for the records to be released
9. Select a Purpose of Release
10. Choose date for when the authorization of the request will expire
11. Type your name to electronically sign the release
12. Click ‘Submit’

On iOS:

1. From the homescreen, tap ‘My Health’
2. Scroll down and tap ‘Request Records’
3. Tap ‘ Start’ Request’
4. To receive outside records, click the circle icon next to ‘Obtain medical records from’
5. Under ‘institution or Individual,’ provide the name of the outside facility
6. Provide facility’s address and phone number, as well as an email address and fax number, if available
7. Select the preferred Protected Health Information and Categories of records to be released
8. Specify the date range for the records to be released
9. Select a Purpose of Release
10. Choose date for when the authorization of the request will expire
11. Type your name to electronically sign the release
12. Click ‘Submit’

On Android:

1. From the homescreen, tap ‘My Health’
2. Scroll down and tap ‘Request Records’
3. Tap ‘ Start’ Request’
4. To receive outside records, click the circle icon next to ‘Obtain medical records from’
5. Under ‘institution or Individual,’ provide the name of the outside facility
6. Provide facility’s address and phone number, as well as an email address and fax number, if available
7. Select the preferred Protected Health Information and Categories of records to be released
8. Specify the date range for the records to be released
9. Select a Purpose of Release
10. Choose date for when the authorization of the request will expire
11. Type your name to electronically sign the release
12. Click ‘Submit’

Similar process to requesting outside records, except instead of selecting ‘Obtain medical records from’ select ‘Release my record to’ and include the individual’s name and contact info, and fill out the rest of the form accordingly

Can only be done on the mobile apps

On iOS:

1. From homescreen, tap ‘My Health’
2. Tap ‘Insurance & Billing’
3. Tap ‘Update’ next to the Primary Insurance
4. The app will ask for camera permissions and give you instructions to take an image or upload images of the front and back of the insurance card

On Android:

1. From homescreen, tap ‘My Health’
2. Tap ‘Insurance & Billing’
3. Tap ‘Update’
4. The app will ask for camera permissions and give you instructions to take an image or upload images of the front and back of the insurance card

On Web:

1. Log in to onemedical.com and select your profile picture at the top right-hand side of the navigation bar
2. Click ‘Health Record’ at the top of the screen
3. On the left side of the screen, click ‘Blood Pressure’
4. Click ‘Add Measurement’
5. Input Systolic and Diastolic measurements and the date the measurements are being entered (system auto populates the current date)
6. Click ‘Log Measurements’

On iOS:

1. From the homescreen, tap ‘My Health’
2. Tap ‘Vitals & Trends’
3. Tap ‘Blood Pressure’
4. Tap ‘Log Blood Pressure’
5. Enter Systolic and Diastolic Measurements
6. Change Date and Time if appropriate (app auto populates current time and date)
7. Tap ‘Save’

On Android:

1. From the homescreen, tap ‘My Health’
2. Tap ‘Vitals & Trends’
3. Tap ‘Blood Pressure’
4. Tap on the green circle containing a white plus sign
5. Enter Systolic and Diastolic Measurements
6. Change Date and Time if appropriate (app auto populates current time and date)
7. Tap ‘Save’