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Get answers to your questions about Penn Medicine OnDemand video visits.

What is Penn Medicine OnDemand?

Penn Medicine OnDemand is virtual urgent care that is accessed through a smartphone or tablet using the MyLGHealth app. 

What types of issues can Penn Medicine OnDemand address?

Penn Medicine OnDemand provides virtual visits for these minor illnesses and injuries:

  • Allergies
  • Back / joint pain
  • Bug bite / sting
  • Cough / colds / flu
  • Gout
  • Headache
  • Indigestion / heartburn
  • New skin condition
  • Pink eye / stye
  • STD concerns
  • Sinus infection
  • Sore throat
  • Urinary tract infection
  • Vomiting / diarrhea / constipation

For medical emergencies, please call 911.

Get help for technical issues

Call 717-544-2860 for technical support with MyChart or MyLGHealth login issues.

Where is the Penn Medicine OnDemand clinical team located?

The Penn Medicine OnDemand team is comprised of providers from LG Health Urgent Care in the Lancaster area and Penn Medicine providers in Philadelphia.

Can I access the same Penn Medicine OnDemand provider for every virtual visit?

Depending on availability, it is possible, but not guaranteed, that future visits will be with the same provider. All providers on the team have access to your electronic medical record to see your visit history and health information.

Where can I be located during a Penn Medicine OnDemand visit?

Due to provider licensing requirements, you must be within Pennsylvania to use Penn Medicine OnDemand.

What if I need an in-person appointment?

If the Penn Medicine OnDemand provider recommends an office visit, the team will help you schedule it.

Should I call Penn Medicine OnDemand or my PCP?

It is not necessary to call your primary-care provider. You can schedule a Penn Medicine OnDemand appointment anytime, 24/7. Penn Medicine OnDemand can coordinate care with your PCP, if needed.

Can adolescent children use Penn Medicine OnDemand?

Yes. If your adolescent child is over 14 years old and is injured or not feeling well, you can schedule an appointment on their behalf. A parent or legal guardian must be present during the virtual visit. 

Penn Medicine OnDemand does not see patients who are younger than 14 years of age.

Is there a limit to the number of times I can use Penn Medicine OnDemand?

No, there is no limit to the number of times you can use Penn Medicine OnDemand.

You may use the Penn Medicine OnDemand practice as many times as needed. If you do not have health insurance or if telemedicine services are not a covered benefit under your insurance plan, you may be required to make a copay.

Please check with your insurance provider to see if your specific plan covers Penn Medicine OnDemand visits.

Am I responsible for co-pays for Penn Medicine OnDemand appointments?

Yes, patients are responsible for co-pays. The dollar amounts are determined by your insurance plan.

All other services—including in-person appointments, ER visits, in-person urgent care visits, imaging, lab tests and prescriptions—that may result from a visit with the Penn Medicine OnDemand team, will be billed as usual with applicable co-pays and deductibles.

Will my visit be private and secure?

Yes. Penn Medicine OnDemand uses HIPAA secure audio-video technology that is part of the MyLGHealth application..

How are new prescriptions handled?

If your online visit results in a new prescription, the clinician will transmit your prescription order directly to the local pharmacy of your choosing. Please note that opioids, stimulants and other controlled substances cannot be prescribed online. Please contact your regular clinician if you believe you require this type of prescription.