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 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.
Do you offer COVID-19 vaccines and boosters?
Yes, COVID-19 vaccines and boosters are available with appointment.
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?
We are not an urgent care. We are a primary care clinic that offers acute visits for minor illnesses and infections, and treatment for minor injuries and sprains. We will gladly treat these minor issues, but our preference is to become your family’s family doctor so that we can give you the best possible health outcomes. This is called establishing care with us and when you do this your access for urgent issues, medications, referrals, and the ability to manage your care becomes much easier for you and for us because we have established a relationship, which we believe is paramount to high quality healthcare. Let us take the burden off of you to manage your overall care versus stressing when health emergencies arise.
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.
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?
Cash, debit cards, credit cards, HSA FSA cards. Monthly membership subscriptions plans are excluded from FSA and HSA payment options.
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 a 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 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. Go to (insert new website page) for more details. 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 long-term contract is required. Your monthly membership will automatically renew each month for additional one-month periods at $70 or 90 per month unless you cancel. If you are not satisfied, please let us know 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.
- If you would like to meet one of our providers first to learn more, we can do that too with a FREE complimentary 15-minute meet and greet with a direct primary care provider
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.
Is there a cancellation fee?
There is no cancellation fee. We do request 30 days’ advance notice of cancellation. You may send your cancellation notification to H-E-B Wellness Primary Care to: [email protected]
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 do I reach a provider after hours?
Call H-E-B Wellness Primary Care at 855-803-WELL (9355) and your call will be forwarded to an on-call service which will notify the on-call provider to call you back.
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. However, you may not use your FSA or HSA to pay for your membership fee.
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, our H-E-B Wellness Primary Care app, 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?
What is the minimum and maximum age for a child under the membership plan?
We see children age 12 to age 17.