NEW VISITOR POLICY in effect as of Friday, March 27
See all Novel Coronavirus Information for Penn Medicine Patients


Due to the recent Novel Coronavirus emergency, some locations may be operating with different hours or temporarily closed.

Get answers to your questions about Penn Medicine OnDemand video visits. Start your visit by calling 717-544-2222.

What types of issues can Penn Medicine OnDemand address?

Penn Medicine OnDemand provides virtual visits for these minor illnesses and injuries:

  • Allergies
  • Back / joint pain
  • Bug bite / sting
  • Cough / colds / flu
  • Gout
  • Headache
  • Indigestion / heartburn
  • New skin condition
  • Pink eye / stye
  • STD concerns
  • Sinus infection
  • Sore throat
  • Urinary tract infection
  • Vomiting / diarrhea / constipation

For medical emergencies, please call 911.

Can I access the same OnDemand provider for every virtual visit?

Depending on availability, it is possible, but not guaranteed, that subsequent visits will be with the same provider. All providers on the team will have access to your electronic medical record to see your visit history and health information.

What if I need an in-person appointment?

If the OnDemand provider determines an in-person, office-based appointment is recommended, the team will help you schedule it. 

Should I call Penn Medicine OnDemand or my PCP?

It is not necessary to call your primary-care provider. You can schedule a Penn Medicine OnDemand appointment anytime, 24/7. Penn Medicine OnDemand can coordinate care with your PCP, if needed.

Can I call OnDemand with a medical question for my spouse who is not on my health insurance plan?

No. OnDemand providers cannot answer medical questions regarding non-covered spouses. 

Is there a limit to the number of times I can call OnDemand?

For information regarding visit limitations please consult your Summary of Benefits.

Am I responsible for copays?

For information regarding copays please consult your Summary of Benefits. 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 OnDemand team will be billed as usual with applicable copays or deductibles.

Where is the Penn Medicine OnDemand clinical team located?

The Penn Medicine OnDemand team is located at Penn Medicine in Philadelphia.

Where can I be located during a Penn Medicine OnDemand visit?

Due to provider licensing requirements, you must be within Delaware, Maryland, New Jersey or Pennsylvania to use Penn Medicine OnDemand.

Can adolescent children use Penn Medicine OnDemand?

Yes. If your adolescent child is over 14 years old and is injured or not feeling well, you can schedule an appointment on their behalf. A parent or legal guardian must be present during the virtual visit. 

Penn Medicine OnDemand does not see patients who are younger than 14 years of age.

Does insurance cover Penn Medicine OnDemand appointments?

Check with your employer or review your benefit plan information to verify if Penn Medicine OnDemand care is included in your plan. Your Penn Medicine OnDemand visit will never exceed $49.

Will my visit be private and secure?

Yes. Penn Medicine OnDemand uses HIPAA secure audio-video technology that is part of the MyLGHealth application.

How are new prescriptions handled?

If your online visit results in a new prescription, the clinician will transmit your prescription order directly to the local pharmacy of your choosing. Please note that opioids, stimulants and other controlled substances cannot be prescribed online. Please contact your regular clinician if you believe you require this type of prescription.

How long will I wait for my appointment?

Most visits are scheduled shortly after you call. You may also schedule the visit at your convenience.