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.
Why Choose H-E-B Wellness Primary Care?
H-E-B Wellness Primary Care is an integrated primary care model that includes a care team of experienced Providers, H-E-B Dietitians, H-E-B Pharmacists, as well as services such as physical therapy, and more. We provide a thorough and tailored experience for every patient and our appointments are designed to ensure we spend quality time with each patient, unlike traditional healthcare. Our H-E-B Wellness Primary Care team of board-certified physicians, nurses, medical assistants, physical therapists, dietitians, and others work together to care for you and your family to help you achieve the best possible health outcome. H-E-B Wellness Primary Care is committed to the overall wellbeing of our patients and believes that a health journey starts with a food-first philosophy to care. Due to our expertise in food, we bring food and medicine together to treat the patient as a whole an not just the symptoms. We focus on keeping you well to promote optimal health and reduce risks for chronic disease. We also know that having healthcare is local, and due to our deep Texas roots, we have extensive relationships in the community with H-E-B aligned specialists when referrals are needed. Come experience healthcare done the H-E-B way, which is focused on the highest quality outcomes, affordable service, and most importantly a company you can trust when you need it the most. Let us serve you and your family like we have done over the past 100 years at H-E-B with a variety of services including well & sick visits, lab work, vaccinations, dietitian consultations, physical therapy, and more in our convenient in-store locations open 7 days a week.
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 does H-E-B Wellness Primary Care offer?
H-E-B Wellness Primary Care offers full primary care with convenient in-store clinics and stand-alone larger clinics (or. practices) that provide services such as physical therapy, health coaching, secondary care navigation, labs, and dietitian services. H-E-B Wellness Primary Care is not an urgent care clinic. It is a full-service primary care doctor’s office intended to be your family, primary care doctor. 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 of 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 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 non-emergency health guidance or escalate to an on-call doctor as needed.
Our after-hours clinical staff can only assist established members of the clinic. The after-hours service cannot schedule or confirm appointments, help with billing issues, 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 services do you offer?
With a fee we offer telehealth visits, wellness visits, sick visits including basic lab work, 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 and an annual wellness visit, monthly medication therapy management consultation, and annual flu vaccine.
For Tier 2 subscription customers we offer unlimited in-person or virtual medical visits with basic lab testing and an annual wellness visit, monthly medication therapy management consultation, annual flu vaccine, PLUS physical therapy/chiropractic visits (referral required), H-E-B dietitian and meal planning visits, and health coach consultations.
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.