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Frequently asked questions

When should I use telemedicine?

We can address common medical and behavioral health issues. See a full list of conditions here.

Urgent Care: You can use our Urgent Care service line for non-emergency or low-acuity conditions that you would typically visit an urgent care, retail clinic or primary care provider for, such as the flu, a cold, allergies, strains and sprains. See a full list of the urgent care issues we treat.

Men’s Health: Our Men’s Health service line gives men a discreet and comfortable way to seek treatment for private health concerns such as ED, hair loss and skin issues.

Women’s Health: The Women’s Health service line gives women a safe, convenient and confidential way to talk to a medical provider about skin issues, birth control, sexual health and more.

How often are patients redirected to in-person care?

Less than 5% of visits are redirected to in-person care for appropriate evaluation.

Why do I need a webcam or video-enabled mobile app?

In some states, a video connection is required by law. Even where it is not required, a video connection allows our board-certified medical/psychiatry providers and licensed therapists to deliver the best possible care. When a provider can see you, she/he can better assess your condition and monitor visual cues.

Please be advised that it’s at the provider’s discretion as to whether a video consultation is necessary.

A video connection can be made using your computer’s webcam, or through the MeMD app. For full instructions on setting up an appointment, register and then check your email for portal access where you can access MeMD.

I don't have access to a video connection – is there another way the doctor can see my rash?

If your MeMD provider feels comfortable treating your condition via a phone-only visit, you may submit pictures online through your MeMD account that can be uploaded to your medical chart for review. If you are unable to do this yourself, one of our Care Coordinators can help.

How much does a visit with cost?

Visits are just $15 with a monthly plan

I live in New York, but I'm on vacation in Florida – where should I request my medical visit?

You should request a consultation where you are currently physically located.

The service line you select does not have to correlate with your home or billing address, it depends on where you are located at the time you request a visit.

If a provider decides a prescription is necessary, we can electronically submit an e-prescription to the pharmacy nearest you.

Can multiple people from the same family use my account for a visit?

No, you will need to create a separate profile for any children, dependents or spouses. This ensures each person has his/her own medical profile and medical history.

Can Zen Health LLC provide a true primary care provider?

Unfortunately, no. We do want to support your care between office visits, though, such as when you are traveling or when you have a limited condition, such as an infection, flu or allergies that needs quick and convenient treatment.

Does my FSA/HSA or HRS work with Zen?

Medical visits can be paid for from FSA, HSA and HRA accounts, as well as personal debit and credit cards.

Who are your healthcare providers?

Our physicians are medically trained, U.S. board certified in their specialties, licensed and credentialed. They hold bachelor’s (B.A. or B.S) and Doctor of Medicine (M.D.) or Doctor of Osteopathic Medicine (D.O.) degrees.

Our physician assistants are medically trained, NCCPA certified, licensed and credentialed. They hold bachelor’s (B.A. or B.S.) and Physician Assistant Studies (MPAS), Health Science (MHS) or Medical Science (MMSc) degrees.

Our nurse practitioners are medically trained, ANCC or AANP certified in their specialties, licensed and credentialed. They hold Bachelor of Science in Nursing (BSN) and Master of Science in Nursing (MSN) degrees.

Our behavioral health team of masters-level professionals includes experienced and accredited Licensed Professional Counselors, Licensed Clinical Social Workers, Marriage and Family Therapists and equivalent licensed professionals.

Can I get a copy of my medical records?

Yes! Simply log into MeMD’s patient portal to print or download your medical records. We store medical records as PDF documents, so they are easy to keep or share with your physician. How do I share my medical records with my clinician prior to a visit? You can upload the file when you request a visit. Simply upload the file where you would attach a photograph. If you are having difficulties. Please call us at 855-636-3669

Can you send my medical record to a designated person, entity or company?

We are HIPAA compliant and have policies in place to prevent unauthorized disclosure of your protected health information. If you would like us to send or disclose your medical records on your behalf to another person or entity, we require written authorization and signed consent. Additionally, if you would like to prevent specific disclosure of your protected health information to a specified person or entity, please let us know. You may email and the HIPAA Compliance Officer can assist you with any authorizations, restrictions or privacy questions.

How is my information stored?

All data entered within our application is securely and privately stored. Your password and other important data are protected through the use of encryption, such as the Secure Socket Layer (SSL) protocol—the same type of security used by banks.

Our servers are housed in world-class, highly secure data centers utilizing state-of-the art electronic surveillance and multi-factor access control systems. Data centers are staffed 24/7 by trained security guards, and access is authorized strictly on a privileged basis. Additionally, environmental security measures are in place to minimize disruptions to operation. MeMD’s data storage is spread across several geographic regions and availability zones, allowing us to stay operational during most failure situations, including natural disasters and power outages.

Can you write a prescription for a COVID test?

Yes, if you need a test a prescription can be provided The prescription is sent to you to print out and take with you to a lab of your choice.

What are the requirements for creating an account and using clinical services?

The minimum age is 18 years old, users under the age of 18 must have a parent/guardian present at time of visit.

A valid email address is required to create your account, and a valid credit card is required to request a visit if you are not part of a plan that covers the visit fee.

Users must have a high-speed Internet connection.

The following browsers work best: Chrome for computers, androids, and MacBooks; and Safari for iPhone/iPads

For video consultation, users must have a webcam or video-enabled mobile device.

Javascript and Cookies should remain enabled.

Can I cancel my appointment?

Yes. Patients must cancel a scheduled session at least 24 hours in advance of the session in order to receive a full refund. If the session is not cancelled before that time, the patient will be responsible for a missed session fee or the fees the patient’s insurer or other payor would have otherwise paid for the scheduled services had they taken place.

What if I'm late to my appointment?

Patients can miss up to 40% of their session time without (i.e. arrive late) and nevertheless continue to log on for their scheduled visit. The patient will then have the ability to complete the remaining 60% of their scheduled visit. The session will end at the originally scheduled time.

What happens if I miss my appointment?

If a patient has missed more than 40% of their scheduled visit, the clinician will no longer be made available to the patient, and the patient will be considered a no-show and will be responsible for a missed session fee or the fees the patient’s insurer or other payor would have otherwise paid for the scheduled services had they taken place.

What health concerns can MeMD treat?

We provide care for many of the most common health conditions that affect the body and the mind. You can review a list of frequently treated medical and mental health conditions here

If my condition cannot be treated through MeMD – can I still discuss it with a provider?

If it is not an emergency condition, yes. Our providers are able to offer medical advice, counsel you about your condition, and help you work through your treatment options.

Can you fill out medical forms?

Most forms require an in-person exam. Common examples include driver’s forms, sports physicals and handicap assessments. If you have a different kind of form, it may be possible for our providers to help you. Be sure to have as much documentation as possible to share with your provider. You can upload this information to your chart before you begin the consultation.

Can erectile dysfunction and hair loss be treated?

Yes. MeMD providers can treat personal health issues like erectile dysfunction and hair loss in a safe, convenient and confidential way through our Men’s Health and Women’s Health service lines.

Can I order lab tests?

Yes! If necessary, clinicians can order lab tests for you. It is your responsibility to complete the lab tests in person and have the results sent back to MeMD in a timely manner for the provider to review.

Can I ask about more than one condition during a visit?

Yes! Our board-certified medical providers are capable of treating multiple conditions per consultation. Please be advised that it is at the provider’s discretion if he/she feels comfortable treating both conditions, or if in-person care is more appropriate.

Can my clinician write me a prescription?

Yes! Our medical providers can write prescriptions when necessary and in compliance with MeMD’s prescription policy. MeMD providers can also temporarily refill your maintenance medications for up to 90 days within a six-month period. Please note that MeMD is not a replacement for your primary care physician or annual office checkup and MeMD is not an online pharmacy.

Any prescriptions written by MeMD providers will be electronically sent to a local pharmacy for purchase and pick-up. You may access and download a copy of your provider’s visit summary for your records within MeMD’s secure portal.

MeMD providers do not prescribe narcotic pain relievers, or other drugs listed as controlled substances by the U.S. Drug Enforcement Agency or regulated under State law. Review the DEA Controlled Substances Schedule if you are interested in a particular prescription and are uncertain if it is listed as a controlled substance. MeMD consultations treat the majority of common medical conditions; however, a small number of cases require an in-person visit for complete care.

MeMD’s licensed therapists do not provide prescriptions for emotional and mental health concerns.

What kind of medications can MeMD providers prescribe?

When appropriate, MeMD providers will electronically prescribe medications to treat your condition, which you can then pick up from your local pharmacy. Some common medications that our providers prescribe include:

  • Amoxicillin
  • Augmentin
  • Azithromycin (Z-pack)
  • Bactrim
  • Ciprofloxacin
  • Diflucan
  • Erythromycin
  • Flagyl
  • Flexeril
  • Flonase nasal spray
  • Imitrex
  • Macrobid
  • Phenergan
  • Prednisone
  • Pyridium
  • Tessalon Perles
  • Zofran

Your MeMD provider will not prescribe or renew a prescription for controlled substances regulated by the U.S. Drug Enforcement Agency. Also, MeMD providers will not prescribe Tramadol, Carisoprodol, Fiorcet, Pseudoephedrine, and/or Armodafinil.

Patients, please be informed that MeMD is not a replacement for an office-based medical physical, nor is it an online pharmacy.

Will my provider be able to refill my prescription?

Our providers will discuss your health history and assess whether a refill is safe at the time of your visit or whether it’s prudent to see your primary care physician in person.

The decision to provide a refill and the quantity is at the sole discretion of the provider. If continuing a regimen, they require proof of a recent prescription for all refills (e.g., photo of your most recent prescription bottle).

In general, providers cannot increase the initial dosage of a particular medication as suggested by your primary care physician. For your safety, our maximum refill policy is no more than a 90-day refill within a six-month period. Be sure to share any information you have about your health history and condition that may help facilitate your refill (such as recent lab tests or recent blood pressure readings).

Can prescriptions be sent to Canadian, online, or mail-order pharmacies?

MeMD providers can electronically send prescriptions to verified pharmacies within the United States, including mail-order pharmacies. We are unable to send prescriptions to Canadian pharmacies.

Can MeMD prescribe oxygen tanks, wheelchairs or durable medical equipment (e.g. scooters, splints)?

Generally, we cannot prescribe these items because they require monitoring, follow-up and an in-person physical assessment.

Are you able to prescribe referral notes for physical or occupational therapy?

Our providers cannot write any type of referral. Referral notes for physical or occupational therapy require an in-person evaluation.

Can MeMD prescribe birth control or another maintenance medication?

Generally, this depends on your history and the provider’s assessment of the risks and benefits to you. If you are currently taking this medication, a MeMD provider can discuss your health history and assess whether a refill is safe at this time, or whether it would be prudent to see a provider in person. Our maximum refill policy is 90 days within a six-month period.

MeMD Providers can start you on a new birth control regimen through our Men’s and Women’s health service line. Please review our prescription policy for Men’s and Women’s Health.

Why doesn't MeMD prescribe narcotics, controlled substances and certain other drugs (e.g. Tramadol, Soma, Fioricet)?

Controlled substances have the potential for addiction and must be carefully prescribed. Due to the nature of telemedicine, we cannot monitor these risks, follow-up on a continual basis or provide an in-person assessment.

Can MeMD medical providers screen for COVID-19?

Yes. Your medical provider will evaluate your symptoms and risk factors/exposure to determine the likelihood of a COVID-19 infection, based on the CDC guidelines. They will then determine the best course of treatment based on their evaluation.

Do you provide PCR testing for COVID-19?

No. At this time, we cannot prescribe polymerise chain reaction (PCR) testing for patients. Patients in need of testing will be referred to a community health resource or their primary care provider, who can collect a specimen using a nasal or throat swab, which can then be submitted to a lab for COVID-19 testing.

Do you provid antibody testing for COVID-19?

Yes. Your MeMD providers can order IgG Antibody Tests. This type of blood COVID-19 test is for individuals who think they may have had COVID-19 and do not currently have symptoms nor have shown symptoms for at least two weeks. This test does not tell you if you have an active infection.

Can my MeMD provider write me an excuse note?

Yes. Your MeMD provider can write a note excusing you from school or work for up to 14 days based on their evaluation and clinical judgment.

Can my MeMD provider write me a note regarding wearing a mask?

Yes. Your MeMD provider can write a note stating you can wear a mask at work; however, MeMD providers cannot write a note stating you don't have to wear a mask at work.

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