On top of your questions.

What if I’m having an emergency?

Don’t use On Call if you think you’re having an emergency. Call 911 or go to the nearest emergency room.

What is Family HealthSM On Call?

Family Health On Call delivers convenient, affordable health care to your home, office or just about anywhere for patients ages 1 to 64. We specialize in the treatment of common illnesses and injuries, which require prompt evaluation but aren’t serious enough to require a visit to an emergency room. This includes conditions like flu; bronchitis; sinusitis; eye, ear, nose and throat infections; urinary tract infections; sprains; minor broken bones; cuts; and skin infections, to name just a few.

Who is Family Health?

After treating the children of North Texas for more than 100 years, Children’s HealthSM is pleased to expand our range of services to include the entire family – introducing Family Health. Learn more here.

SCHEDULING A VISIT

How do I schedule a visit?

  • Download our app from the App Store if you have an iPhone, or sign up as a new user on our website.
  • Request a visit time and location, and an On Call provider will contact you within 15 minutes during normal business hours to discuss your symptoms.
  • Our last appointment starts at 7 p.m. You must book your visit by 6:30 p.m. If you book after 6:30 p.m., a provider will contact you before 8 a.m. the following morning.
  • Your provider will meet you at the selected time and location, and we’ll have you on the road to feeling better.
  • If your provider feels your condition is an emergency or requires a higher level of care, we’ll refer you to an appropriate facility.

What if I don’t have an iPhone?

No problem! Our current app is only built for iPhone, but you can schedule a visit by registering on our website.

Are you in my neighborhood? When can I be seen?

We’re currently delivering care to patients in select areas of North Texas, but more locations are coming soon. See the service area map on our website Home screen and use the tool to see if your address is supported. House calls are made between 8 a.m. and 8 p.m. every day (including holidays). For your convenience, Customer Service can be reached at 844-81ONCALL (662255).

Can I cancel an appointment?

Of course. You can cancel an appointment for FREE within 30 minutes of submitting a visit request. After 30 minutes, there is a $75 cancelation fee, and “no shows” will be charged the visit fee of $135. If you need to cancel or reschedule, please do so using our iPhone app or website.

Can I schedule a visit for a family member?

Sure, you can schedule a visit for your child or other family member through your account registration. We’ll deliver care to the location you select and charge the card on file for the user who made the visit request. We create a separate medical record for each person treated, regardless of who schedules and pays for the visit. If the individual you’re scheduling the visit for is over 18 years old, we’ll need to speak with and obtain consent from that person prior to our visit.

Our Services

Do I still need a primary care physician?

On Call is not a replacement for your regular physician. We provide convenient care to your doorstep when you don’t want to leave the house or when you’d prefer a health care provider come directly to you.

Do you treat children?

Children’s HealthSM has been making life better for children for more than 100 years. As part of this evolving health care system, Family Health treats children over the age of 1 for common illnesses and injuries such as fever; ear infections; sore throat; cough; rashes; bumps and bruises; scrapes; and cuts, etc. We will not see children under 1. If an On Call provider feels your child needs more specialized attention, we’ll refer you to an appropriate specialist.

How do I get a prescription after my visit?

Health care should be convenient, and we know that waiting at a pharmacy for a prescription when you’re sick isn’t fun or convenient. We’re happy to send your prescription to your pharmacy of choice, or prescription delivery is available for select areas, often on the same day, at no additional cost to you.

Do you carry or prescribe “painkillers?”

We have medications that are effective at improving most acutely painful conditions. However, our providers don’t carry any DEA-controlled substances, such as Hydrocodone, Ultram or Xanax. Due to strict state restrictions on controlled substance prescribing, we also don’t write prescriptions for any DEA Class 2 medications, such as Hydrocodone. We don’t treat or refill medications for chronically painful conditions like back pain, fibromyalgia or lupus. You’ll need to see your primary care physician for these conditions.

Our Medical Team

What qualifications do On Call providers have?

On Call providers are adult and pediatric board-certified physicians, physician assistants (PAs) and nurse practitioners (NPs) with a minimum of five years’experience. All have been independently verified and credentialed to the highest standards to provide quality care at every visit.

Why do you use PAs and NPs?

PAs and NPs allow us to provide high-quality care at a fair and affordable price. Many of our PAs and NPs also work in local emergency rooms.

Can I see a physician instead?

Yes. Our physician medical directors make a number of On Call house calls and often accompany our PAs and NPs on visits. Our physician medical directors are available to talk with you by phone during your On Call visit. Please feel free to ask.

Billing

How do I pay for an On Call visit?

You can pay with a credit card, Health Savings Account (HSA) or Flexible Spending Account (FSA), and you can change your payment method at any time. Payments are processed through a secure cloud-based payment platform. Visit stripe.com/help/security for more information. At the end of your visit, we’ll verify the fee with you and charge the card on file. You’ll receive an email receipt for your records.

Do you accept health insurance?

If you have a high-deductible plan with an HSA or FSA, your visit can be charged to those accounts with tax-free dollars. We’re considered “out of network” for most commercial insurance plans at this time, and we don’t accept Medicare or Medicaid, but we can send you an invoice to file with your insurance company. Some insurance companies don’t cover home visits.

Are there any hidden fees? What about additional services?

Additional services may be recommended during an On Call visit. For example, a cut may need to be sewn. This type of surgical procedure is an additional $125. Most injections and on-site lab testing are included at no additional cost. Flu shots and flu tests are available for an additional $25 each. We list the majority of our services and fees in our care menu. We’ll discuss any additional charges with you before performing any services, and we won’t charge you unless you agree upon the services and fees.

Privacy And Security

How do I know the person at my door is really from On Call?

Once your visit is scheduled, you’ll receive a photo and credentials of your On Call provider on our web and iPhone apps. All On Call providers will arrive in a branded On Call vehicle and will prominently display an On Call ID badge.

What about safety?

We understand and acknowledge your hesitation, and we’ve gone to great lengths to ensure both patient and provider safety. Please allow us the opportunity to show you how safe and terrific an experience this can be. All of our On Call providers have undergone extensive background checks and verification of credentials, including criminal histories and driving records.

What about my privacy and online security?

On Call data is encrypted and very secure. Our communications are HIPAA compliant, and we adhere to strict privacy and security protocols. No protected health information is stored locally on computers or mobile devices carried by providers. Medical records are stored in an electronic medical record called Epic.

Can I access my medical record?

Yes. You can call 214-456-2503 to request your medical record.