Here are some frequently asked questions to give you more information about H-E-B Wellness Primary Care and the services we offer. If you have a question that you can’t find an answer to, please contact us at 855-803-9355.
How are you different than urgent care clinics?
Though we offer acute/sick visits for minor illnesses and treatment for minor injuries and sprains, we are not urgent care. We are a full-service primary care doctor’s office intended to be your primary care doctor. This allows us to focus on keeping you well while promoting optimal health and reducing your risks for chronic disease.
What do H-E-B Wellness Primary Care clinics offer?
H-E-B Wellness Primary Care clinics offer full-service primary care for established patients 12 and older. Services include acute & wellness visits, physical therapy, health and nutrition coaching, specialty referrals, and lab tests. In order to maintain ongoing quality of care, we only offer a limited selection of services to non-established patients. Each clinic is staffed by experienced physicians, nurses, dietitians, and other licensed medical professionals to create a coordinated approach to healthcare under one roof. H-E-B Wellness Primary Care is not an urgent care clinic. It is a primary care doctor’s office intended to be your family, primary care doctor so we can focus on keeping you well and reducing risks for chronic disease. H-E-B’s mission is to make healthcare simpler by providing greater access to high-quality primary care using a streamlined approach that leverages our long-standing in-store expertise in food and pharmacy services.
What is the difference between the ‘Get Well’ and ‘Stay Well’ primary care visits?
‘Get Well’ visits include care for minor illnesses and infections, and treatment for minor injuries and sprains. ‘Stay Well’ visits include school, sports & camp physicals, as well as pap exams for individuals utilizing self-pay services. Full service wellness exams with labs are available to H-E-B Wellness Primary Care members only. Same-day appointments for urgent care needs are also available and subject to availability.
Can I get a prescription from the nurse practitioner?
Yes. Our nurse practitioners can prescribe non-narcotic medications to patients.
What if I need to see a specialist for my condition?
If your treatment plan requires assistance outside of our primary care services, our dedicated team will help coordinate your care with a high-quality network of hand-selected specialists.
Do you treat children?
We treat children 12 years of age and older.
What should I do if I need after-hours care?
Members have virtual 24/7 access to care through our on-call service. Non-member after-hours care is not offered. If you are experiencing a medical emergency, please call 911.
Do you handle DOT physicals?
No, we do not currently offer DOT physicals.
What chronic conditions do you manage?
We can manage an array of conditions such as diabetes, COPD, asthma, CHF and some autoimmune diseases.
Are interpretation services available?
Yes. You can receive care in your preferred language for all verbal communication, including video calls. To request access to live interpretation services, please call us at 855-803-9355 and make a request for interpretation at the time of booking or prior to your scheduled appointment.
Can I visit any of your locations?
Yes, all H-E-B Wellness Primary Care Locations accept appointments for members, contracted benefits employers, self-pay services, and H-E-B partners.
How do I receive care after hours?
IF YOU HAVE AN EMERGENCY, CALL 911 OR GO TO THE NEAREST EMERGENCY ROOM.
For non-emergency-related health concerns after-hours, please call 855-803-9355 to speak with a live person. Our experienced after-hours staff can help with medical guidance or escalate to an on-call provider as needed.
Our after-hours clinical staff can only assist established members of the clinic. The after-hours service cannot schedule or confirm appointments, refill medications or provide referrals.
What do I need to bring to my first visit?
For an urgent care appointment, we encourage you to bring a list of your medications that includes the dosage, strength, and frequency. For example, 50 mg, 3 times a day. Please also bring a list of specialists from whom you are currently receiving care.
What if I have technical issues during my video visit?
If there are technical issues during your video telehealth visit, the practician will attempt to contact you at your preferred callback number.
How can I troubleshoot connectivity issues?
In case of issues with the quality of your video telehealth visits, we recommend:
- Quit other applications that may be using the internet, like music or streaming services.
- Cancel any file transfers in progress.
- Toggle WiFi on/off.
- Make sure you are close to your WiFi router. Reboot the router if necessary. Toggle between WiFi and cellular to see which network offers a faster data connection. In certain circumstances, a 4G/LTE connection may be faster than your WiFi signal.
- Check your network statistics (bandwidth and latency). If you are using cellular data, please check with your carrier on how to verify cellular data and connection speed.
- Avoid radio interference from equipment such as microwaves or RF cameras by moving away from these devices.
What is included in my membership?
All your primary care visits at H-E-B Wellness Primary Care locations are included, as well as 24/7 telehealth access to a primary care provider. Routine lab tests that are ordered by your H-E-B Wellness Primary Care provider and routine vaccinations are also included. Hospital services and specialist care are not included in your membership.
What vaccines are included in my membership?
Only routine vaccines recommended by CDC/WHO for routine health are included. Travel vaccines are excluded.
Do I need to sign a long-term contract?
No, a long-term contract is not required. Depending on the plan you’ve selected, monthly membership fees automatically renew each month for additional one-month periods at $99 or $119 per month unless you cancel. If you are not satisfied, please let us know by calling us at 855-803-9355 and your membership will be canceled within 30 days.
How do I enroll?
There are several ways to enroll:
- Call 855-803-9355 to speak to an H-E-B Wellness Primary Care representative.
- Fill out the inquiry form online and an H-E-B Wellness Primary Care representative will call you within 48 hours. If you decide to enroll, our representative will send you our enrollment agreement via DocuSign to review and sign.
When is membership effective?
Immediately upon your completion of the enrollment process.
Is an enrollment fee required?
Yes, our enrollment fee is $65 per person with a cap of $130 per family. Family is defined as your spouse and children age 12 to age 26.
How do I cancel my membership subscription?
You cancel your membership by calling 855-803-9355 with 30 day notice.
Is there a cancellation fee?
There is not cancellation fee. We do however require 30 days’ notice for cancellation.
Do I receive a discount if I pay my membership fee annually?
Yes. You will receive a 15% discount for paying your membership fee a full year in advance. Annual membership fee is non-refundable in the event of a cancellation.
Do I receive a discount if I enroll my family?
Yes. For each additional family member, you will receive a 15% discount off their membership fee. Family is defined as your spouse and children age 12 to age 26.
Will insurance cover my membership fee?
No. The membership fee will not be covered by insurance. For services not included in your membership, you may be able to submit a claim to your health plan and they may reimburse you for those services. H-E-B Wellness Primary Care does not submit claims to health plans or insurance companies.
Do I still need health insurance?
Your membership covers your routine primary care at H-E-B Wellness Primary Care locations. It is not health insurance. We recommend you obtain insurance coverage for hospital-based care, specialist services, and other services and procedures which would not be included in your membership.
Do I still need insurance if I have a membership?
Yes, you’ll still need insurance. Your membership is not an insurance plan; you’ll still need insurance if you have a major health problem, need hospital care, or need to see a specialist.
Do you accept Medicare or Medicaid?
No, we do not accept Medicare or Medicaid.
How are specialist referrals handled?
If you need to see a specialist, H-E-B Wellness Primary Care will coordinate your care with the specialist providers, so they are aware of your health history and the reason for the referral. Specialist visits are not included in your membership. You will be financially responsible for such services.
Can I access medical care if I am out of town?
Many minor medical issues may be able to be managed over the phone without the need for an in-person visit, so we should be your first point of contact. If more extensive care is required, we can help coordinate your care to ensure you receive the appropriate evaluation and treatment.
I prefer telehealth visits. Is this an option?
Yes. Telehealth visits are covered as part of your membership.
If I need to see a provider multiple times in a month, is there a maximum number of visits?
No. Medically appropriate primary care at H-E-B Wellness Primary Care locations (whether in-person or by telehealth) are unlimited.
Is COVID-related testing included as part of my membership?
Yes. COVID tests are capped at one per week per member.
Can I use my FSA or HSA to pay for services?
Per IRS guidelines, you may use your FSA or HSA to pay for individual services not covered by your membership fees, such as lab tests, injectables, and vaccines. Wellness Primary Care subscription fees may be eligible for reimbursement under an FSA or HSA healthcare reimbursement account. Check with your employer, healthcare account vendor, or tax advisor to determine eligibility.
Do I have access to all H-E-B Wellness Primary Care practices?
Yes, as a member you have access to all locations. Some of our services are only offered at our larger clinics.
How does billing work?
You will be billed monthly, on the date you initially enrolled in your membership.
How do I get my test results?
There are two ways to get your lab test results. Your test results will be available to be viewed directly in our health portal. A member of the H-E-B Wellness Primary Care team will also reach out to you to share the results directly. As a member of H-E-B Wellness Primary Care, you will have access to online scheduling, and our H-E-B Wellness Primary Care Portal where you can manage your records, chat with your provider, view your results, and more.
How do I submit a request for a prescription refill?
Prescription refill requests are best requested through your pharmacy of choice. This speeds up the process. Alternately, you can use the Healow portal or call directly into the clinic to request a prescription refill.
What if I need to go to a specialist or to the hospital?
Specialists and hospital coverage are not included in the membership. We recommend that you purchase catastrophic or wrap-around insurance coverage to make sure you are insured for the unexpected.
Do you prorate the monthly membership fee based on my enrollment date?
No.
What is the minimum and maximum age for a child under the membership plan?
We see children age 12 to age 17.
What is Care Navigation?
Are IUD (intrauterine device) services included as part of my membership plan?
What services do you offer?
With a fee we offer general wellness visits (visit price excludes basic labs & IUD devices), sick medical visits (visit price excludes basic labs), basic lab testing and H-E-B dietitian consultations.
Monthly membership options are also available:
For Tier 1 subscription customers we offer unlimited in-person or virtual medical visits with basic lab testing , care navigation, and routine vaccine.
For Tier 2 subscription customers we offer unlimited in-person or virtual medical visits with basic lab testing , care navigation, routine vaccine, PLUS physical therapy/chiropractic visits (clinic provider referral required), Mental Health Counseling (clinic provider referral required) H-E-B dietitian visits.
What forms of payment are available to self-pay patients?
Please see payment options section of the FAQs for more information.
What type of payments are accepted?
We accept cash, debit cards, and HSA or FSA cards. Per IRS guidelines, you may use your FSA or HSA to pay for individual services not covered by your membership fees, such as lab tests, injectables, and vaccines. Wellness Primary Care subscription fees may be eligible for reimbursement under an FSA or HSA healthcare reimbursement account. Check with your employer, healthcare account vendor, or tax advisor to determine eligibility.
How does H-E-B Wellness Primary Care work with my insurance?
Our services will not be billed to your health insurance or be counted towards your deductible. However, if we prescribe medications or certain laboratory tests that you obtain from a third party, your health insurance will be billed by the pharmacy or laboratory. In this case, your health insurance may cover all or a portion of the costs, and you will be responsible for your health insurance’s standard co-pays and/or deductibles.
If you would like to file a paper claim with your insurance carrier, we can give you an itemized statement.
How do I file a claim with my insurance carrier?
Each carrier has their own paper claim form that they use for subscribers to file a claim. Contact your carrier to obtain their claim form. If you have questions, please contact us and we will be happy to assist you with any information we can provide. We can also provide an itemized statement of services to accompany your claim form.
Will medical records be shared among family members?
We follow the strictest HIPAA guidelines and will not share medical records between adult patients of H-E-B Wellness Primary Care unless formally requested by the patient. You will have access to the medical records of minor dependents if you are a parent or legal guardian of that minor.
How is my health information used?
H-E-B Wellness Primary Care uses patients’ health information (including medical history, diagnoses, treatments, current medical condition, and use of prescription medications) to provide effective healthcare.
Is Medicare or Medicaid accepted?
We do not accept Medicare or Medicaid.
How is my privacy handled?
H-E-B Wellness Primary Care follows the strictest HIPAA guidelines.
What is the difference between a COVID antibody test and a PCR/Rapid Test?
An antibody test tells you if you have ever had COVID in the past.
A PCR/Rapid Test tells you if you are currently infected with the COVID virus.
Can I get a COVID test at a H-E-B Wellness Primary Care practice?
You can receive a PCR or rapid COVID test without a doctor referral if you are asymptomatic. However, if you are symptomatic, a doctor visit may be required.
When will my COVID test result be available?
A Rapid Test result is available in about 20 minutes.
A PCR nasal swab test result is available in about 24 hours.