Primary Care Doctor's Office in Palo Alto, CA Palo Alto

Frequently asked questions

1. What is primary care?

   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.

   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.

2. Do you take my insurance?

   Yes, we take most commercial plans as well as Original Medicare with or without most Medicare supplement plans and select Medicare Advantage plans. To see if we accept your specific insurance plan, use our insurance finder.

3. Can I use One Medical if I have insurance that isn’t accepted by your offices?

   Yes, we accept self-pay for those without insurance or with insurance where we are out of network.

   Another benefit that One Medical provides for those without commercial insurance is that our 24/7 on-demand care is available without any co-pays. The only costs would be those associated with in-office care, prescriptions, lab needs, etc.

   Having the extra assurance that you can connect with someone from our virtual care team anytime day or night, could prevent you from making sometimes unnecessary and costly visits to the emergency room or urgent care.

4. How can I contact my primary care provider?

   The best (and fastest) way to get in touch with your primary care provider is to message in app/on the website or you can always book an appointment, in-person or remotely.

5. Can I get lab work done at One Medical?

   Yes! We have drop-in lab services in all offices for labs ordered by One Medical providers and you can also get outside labs done on a drop-in basis. Be sure to confirm the lab hours and you can see average wait times in the app.

6. Which appointment type should I use?

   • Looking for your annual physical? Choose “Annual Live Well Visit (Physical)”.
   • Are you having back pain, looking for help managing a chronic condition like high blood pressure, want help identifying the right cancer screenings for you or just want care in person? Choose “In-Office Visit”.
   • Want to discuss your concerns virtually with your chosen provider? Choose “Remote Visit”.
   • Looking for a visit focused on anxious thoughts or feeling low? Choose “Mental Health Visit”.
   • Have another health concern? You can always book an appointment (both in-office or remote) with the provider of your choice. There’s space in the booking process to let us know the purpose of your visit so we can make sure your provider is prepared for your visit so you can get the right care for your concern.

7. When should I use Video Chat and Treat Me Now?

   Have a concern or question that just can’t wait? Use Video Chat when your concern is more time sensitive. For less urgent, common concerns like skin issues, colds and flu, birth control and more, use Treat Me Now.

8. Can you refill my prescriptions? Or help me get a new prescription?

   Yes! In some cases, we may need you to have a visit (an In-Office or Remote Visit) prior to refilling a prescription or filling a new one. If you’re already a patient, you can use “Prescription Renewal” in the app or on the website or request a new prescription using “Treat Me Now” in the app.

9. How do I choose a provider?

   You can check out all our providers here. Once you’re a member, you can select a PCP in-app or on the website. Choosing a PCP allows you to get access to more appointment availability.