13274 Fiji Way Suites 310 & 350, Marina Del Rey CA 90292

Frequently Asked Questions

Here’s a list of questions, comments and concerns we frequently come across.

Don’t see your question below? email us at livingwell@urgentpoint.com or Call us at (323)438-0483


General Information


Who is UrgentPoint?

UrgentPoint is a company committed to redefining healthcare. We do this by creating a space where your doctor is able to listen to you, make you comfortable, to help and inspire you by providing the tools needed to lead a healthier life.


Who is the medical team?

Our team of Health Heroes includes medical providers with specialties in internal medicine, family medicine, psychiatry, addiction medicine, surgery, and more. Our entire team embraces an integrated approach to health, delivering optimized results while focusing on the wellness of the patient as a whole.


What kind of medical providers can I see through UrgentPoint?

You will see one of our licensed doctors or nurse practitioners who can provide you with a diagnosis and treatment for most general medical needs. We can also provide you with a referral if you need to see a specialist.


Can you see my children on telemedicine?

Currently we are seeing patients who are 13 years of age or older.

Can I see a medical provider on telemedicine if I reside outside of California?

Currently, our providers are only licensed to see patients in the state of California. Check back in the future as we are continuing to grow our presence in additional states.

How do I contact UrgentPoint?

You can contact us with any questions on our office line, (323)438-0483 as well as by email at livingwell@urgentpoint.com.

When are you available for a telemedicine visit?

We are available 7 days a week, between the hours of 7am and 10pm Pacific time.


Telemedicine Basics


What is telemedicine?

Telemedicine is the practice of providing clinical care to patients at a distance using telecommunications technology. In other words, it is a method of treating patients using the internet and telephone. This can take the form of real-time video visits, secure email, or remotely monitoring a patient’s vital signs.

Does a patient have to meet with a provider in-person before a visit can be conducted via video?

This is determined on a state-by-state basis. In California (and many other states) it is not necessary for the doctor/patient relationship to be established in-person.


Is telemedicine private and secure?

Yes, but only when it is conducted using an encrypted platform that was designed for the purpose, like our platform. Consumer apps like Facetime and Skype are not secure enough for video visits.


Is the quality of care the same as an in-person visit?

The quality of telemedicine as a method of healthcare delivery is confirmed by decades of research and demonstrations. Telemedicine has been found to be a safe, cost-effective and convenient way to provide healthcare services.


What are the benefits of telemedicine?

Telemedicine gives patients the opportunity to receive care without a trip to the doctor’s office. They don’t have to take time away from work or family responsibilities. They don’t waste time traveling, or money on parking or public transportation. They don’t risk exposure to other patients with communicable illnesses. And they get better health outcomes and become more engaged in their own healthcare.


Account Information


How do I log in to my account?

You can log into your account through your patient portal that will be emailed to you after we receive a request for an appointment.


How do I schedule my telemedicine visit?

Enter your information after clicking on the Get Started button. Once you complete the form one of our health heroes will create your patient portal and send you an appointment within 10 min.


How do you ensure privacy and confidentiality?

We adhere to all HIPAA guidelines and our technology employs HIPAA-compliant encryption protocols. You can read our privacy policy here and terms of service here


About Visits / Troubleshooting


Do I have to use the video?

In order to make sure we are seeing and treating the correct patient and provide you with the best possible care, a video is mandatory in order to proceed with the appointment.


Can the doctor use FaceTime?

Unfortunately, at this time FaceTime is not a HIPPA compliant option for healthcare. We strive to keep all our patients information safe.


What if I’m unable to download the app?

If you are unable to download the app, the easiest way is to go through a web browser, this will make it so no apps are necessary. If you need more assistance after trying these options please contact us.


Will the doctor call me at my appointment time?

No, you will need to look in your email that you signed up with and look for the email that says “Appointment Reminder.” Once located the link is provided in the body of the email. Simply click the link at your scheduled time to get started.


When will I receive a link to my appointment?

Once you complete the patient portal, the necessary simple intake forms, and uploading your ID, an email will be sent in the form of an appointment reminder.


I haven’t received a link to my appointment?

Please contact us at livingwell@urgentpoint.com and we will send you a link immediately


What do I do if I get disconnected during my appointment?

If you are available to get back on within 5 min the team will be on standby in the same link provided to you via mail If too much time has passed please contact us so we can reschedule at a time that works best for you.


What should I expect during my visit?

You will be initially greeted by one of our Health Heroes who will make notes of your symptoms and obtain a short history of your concerns. Once the Health Hero has obtained the information to assist your provider, he/she will then introduce you to the provider that will be caring for you. Once you have been evaluated and diagnosed by the doctor, your Health Hero will help direct you to next steps, such as going in to complete lab work or picking up a prescription at your local pharmacy.


How do I prepare for a video call?

Please make sure your device has ample charge and has a working camera. It is important to do the video in good lighting in order for the doctor to provide you with the best care.


How long will my visit last?

We always strive to see you in less than 30 minutes from the time you complete your initial online intake forms and submit your payment (within our normal telemedicine hours). The length of your appointment depends on your symptoms, diagnosis, and your individual needs.


How do I cancel a visit?

You may cancel your appointment at any time before seeing one of our providers by sending us an email so we can process the reimbursement. Please note payments could take up to 3-5 business days to show in your account.




How much will my visit cost?

Our virtual appointments are $79.


What payment methods do you take?

We currently take a credit or debit card through the website.


Can I use my insurance?

We currently do not take private insurance or Medicare or Medi-Cal/Medicaid. However, we can provide you with the documents you need to file a reimbursement claim to your insurance company after the visit.


Medical Information


What kind of issues can be evaluated and addressed via telemedicine?

We can see you for most concerns where you would find yourself heading to the nearest urgent care through a virtual appointment. This includes allergies, cold/cough, constipation, diarrhea, hypertension, nausea, and RX refills, among other conditions and symptoms. If you have a concern or aren’t sure if your visit can be conducted via telemedicine, please contact us before requesting an appointment.


Can I be seen for mental health issues, like anxiety, depression, etc.?

Yes, we have multiple providers with specialties in psychiatry, internal medicine, addiction recovery, and more.


Can your doctors prescribe medications?

Yes, our physicians are able to prescribe many medications, but we do not prescribe controlled substances via telemedicine. We use an E-scribe system that allows us to send the prescriptions directly to the pharmacy of your choice.


Other Services


What if I need lab tests, x-rays, imaging, or other diagnostic tests done as a result of my telemedicine visit?

We will coordinate with you and send you to a facility close to you.


Can I get a doctor’s note if I need to miss work or school?

Yes, we will be able to provide you a note for the visit to make sure you are covered.


Can I get my prescription sent to my local pharmacy?

Yes, when creating your patient portal, we will note the location and details of the pharmacy you wish to have your prescriptions sent to.

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