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.

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 without a doctor referral?

Yes, if you are asymptomatic.

When will my COVID test result be available?

A Rapid Test results is available in 20 minutes.
A PCR nasal swab test result is available in 24 hours.

How are H-E-B Wellness Primary Care clinics different from Urgent Care?

H-E-B Wellness Primary Care clinics provide a primary care focused environment where patients can receive convenient preventative care either through telehealth or face-to-face visits.

Individual Services Pricing – With a fee, services include pharmacists and registered dietitians. We also have urgent care visits available when needed.

What does H-E-B Wellness Primary Care do that traditional doctor offices can’t?

H-E-B Wellness Primary Care offers comprehensive care that is low cost with convenient hours and locations. At H-E-B Wellness Primary Care, we believe that a good relationship between a patient and their primary care provider can have a profound effect to the patient’s health and well-being. We want to build positive long-term relationships with patients regardless if they are uninsured or underinsured.

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?

Individual Services Pricing – For cash paying customers, we have created a high-quality network of specialists who work with us to coordinate your care.

Do you treat children?

We treat children 12 years of age and older.

What should I do if I need after-hours care?

Individual Services Pricing – Regular hours only.

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 clinician 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 services do you offer?

Individual Services Pricing – Telehealth visits, wellness visits, and basic lab work. Does not include physical therapy consults.

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 state the request when you make your appointment, if possible. If you do not, please notify our care team when they reach out to you prior to your appointment.

What type of payments are accepted?

Cash, debit cards, credit cards and FSAs.

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.

How do I request a refund?

Please notify the staff in the front office of the clinic that you are requesting a refund.

Is there a fee for canceling my membership early?

No, H-E-B Wellness Primary Care does not charge a cancellation fee.

Will medical records be shared among family members?

Medical records will not be shared between adult patients of H-E-B Wellness Primary Care. You will have access to the medical records of minor dependents if you are a parent or legal parental guardian of that minor.

How is my health information used?

H-E-B Wellness Primary Care uses patients’ health information (including a medical history, diagnoses, treatments, current medical condition, and use of prescription medications) to provide effective healthcare. H-E-B Wellness Primary Care collaborates with certain third- party service providers to provide these healthcare services.

Is Medicare accepted?

We do not accept Medicare at this time.

How is my privacy handled?

H-E-B Wellness Primary Care follows the strictest HIPAA guidelines.