FAQ's

What is Recuro?

Recuro is an integrated digital health solutions company that takes a uniquely personalized and proactive approach to virtual care. Unlike other traditional virtual care solutions today, Recuro has created a Digital Medical Home to enable customized care that meets patients’ needs no matter their location or circumstance. Through its Digital Medical Home, Recuro provides a holistic suite of virtual care services and supplemental benefits that consumers can choose from to design a digital health solution. Recuro’s core virtual care offerings include primary care, behavioral health, and urgent care, with supplemental benefits spanning pharmacy, care management, advocacy, and physician locator. Recuro’s enterprise-ready SAAS platform seamlessly ties these digital solutions together enabling simple customization, white-labeling, and easy configuration. Recuro is committed to providing the tools to help you proactively manage your health and maintain well-being on an ongoing basis.

When is Recuro available?

Recuro is available 24 hours a day, 7 days a week, 365 days a year, even on holidays. Use Recuro anytime you have a non-emergency medical condition, are unable to see your primary care provider, or when you simply prefer a convenient, cost effective alternative to the emergency room, urgent care center, or clinic.

What are the most common conditions you treat?

Our doctors are able to treat a wide range of medical conditions. Some of the most commonly treated conditions for urgent care include: Allergies, Asthma, Bronchitis, Colds & Flus, Ear Aches, Fevers, Heartburn, Nausea, Rashes, Sinus Infections and Sore Throats.

Is Recuro appropriate for every medical condition?

No. Recuro is designed to treat non-emergency medical conditions. You should not use Recuro if you are experiencing a medical emergency. In case of a life threatening medical emergency, you should immediately dial 911.

Where are Recuro services available?

Recuro services are available nationwide. Consultations are subject to federal and state regulations and telephonic or video consultations may not be available in every state.

Who are the Recuro doctors?

Recuro utilizes a rigorous screening process to ensure you are consulting with the highest quality physicians. The initial selection involves a thorough review of their clinical experience, training, licensure and questionnaire. In addition, Recuro physicians are subjected to a NCQA/NPDB (National Committee for Quality Assurance/National Practitioner Data Bank) verification standard and background screen. Subsequently, each doctor is monitored through our industry leading Quality Assurance/Quality Improvement Process. When requesting a consultation, Recuro will connect you with a U.S. residing doctor licensed in your state.

Are Recuro's doctors able to prescribe medication?

Yes. Recuro doctors can prescribe medications which will be sent to a pharmacy of your choice. Prescriptions are subject to the discretion of the consulting physician and their clinical judgment in accordance with law limitations. Recuro doctors do not issue prescriptions for substances controlled by the DEA, non-therapeutic, and/or certain drugs which may be harmful because of their potential for abuse. Note: Non therapeutic drugs such as Viagra and Cialis are not prescribed by Recuro physicians.    View the current list of DEA controlled substances.

How are prescriptions sent to the pharmacy?When the Recuro doctor prescribes a medication, it is submitted electronically or by phone to the pharmacy of your choice. Recuro does not dispense prescription drugs.

How is Recuro able to provide a quality doctor visit at an affordable rate?

On average a doctor in a traditional office setting must charge $125-$150 to earn $20-$30. The difference between what’s charged and what the doctors earn per visit goes toward paying the overhead costs associated with running a doctor’s office such as rent, utilities, and administrative staff. Recuro uses technology and best business practices to eliminate these costs and pass the savings on to our customers.

Can a Member be turned down for a pre-existing condition?

Consultation requests are never denied due to pre-existing medical conditions.

Is Recuro safe and private?

Yes, Recuro is safe and private. Recuro is compliant with HIPAA (Health Insurance Portability and Accountability Act) and will only share your information with your selected physician and pharmacy.

How do I sign up for Recuro or activate my Recuro account?

You can easily sign up or activate your account by using one of the following methods:If you would like to sign up for Recuro, you can do so here.

If you would like to register your Recuro account, you can do so here.

OR, you can reach our Patient Care Team 24/7 at 1-855-6RECURO.

How much does it cost to use Recuro?

Depends on the plan. If you’re receiving Recuro as part of a group benefit, you may not be required to pay at all. Recuro accepts most major credit and debit cards.

Behavioral Health Questions

Do I have to schedule an appointment or can I just call and get the next available time?All Behavioral Health visits are scheduled. Recuro does not support an on-demand option at this time.

How long is the typical Behavioral Health visit?Our first time Behavioral Health visits average 45 minutes. Psychiatry visits vary in length based on the patient need.

Can I use the Behavioral Health service for an emergency?

This program is not intended to be used for emergency situations. Visit requests require an advance scheduling notification.

Are there Behavioral Health issues not treated by Recuro?

There are some prescriptions not provided by our service, but the licensed specialist will determine if you are best seen for an in-person visit for further evaluation.

What should I expect during my call?

After completing a quick intake assessment you will have a conversation with the Behavioral Health professional just as if you were in person.

Can I talk to the same specialist each time I request a visit?

Yes. A member can choose to see the same specialist or a different one. It’s your choice.

How secure is the communication line and who retains my medical records?

Confidentiality is very important to Recuro and we follow the same strict security protocols as we do for our core services. All medical records are kept in a secure environment and Recuro does not share the information with anyone outside of the patient’s specific request or as required by law.

How do I access this service?

Members can access the Behavioral Health service by logging into their account or by calling customer service.

What type of equipment do I need for a Behavioral Health visit?

You will need a telephone for telephonic visits. For video visits, you will need to have internet connectivity and webcam. Video visits are strongly encouraged by our specialists.

What if I need a medication?

Psychiatrists are able to prescribe from a limited formulary. If the Behavioral Health specialist determines a different/higher level medication is appropriate, they may refer you for an in-person visit.

Can I select my doctor based on preferences such as specialty, gender, language?

Our specialist profiles display information about each Recuro professional, including gender, language and specialty. This information will display when making your specialist selection online.

Will I be able to schedule recurring appointments?

If so, how far in advance can I schedule?

At the end of the visit, the provider will schedule a follow up if the individual specialist deems necessary. At this time, only the next visit can be scheduled.

Is there bilingual assistance provided when I contact Recuro for the visit?

Recuro does display a provider’s languages on the profile screen when making your selection.

Is there a time limit on how long I can speak with a specialist?

Our therapy visit is expected to be 45 minutes on average. Psychiatry visits vary based on patient need.

What type of Behavioral Health specialist does Recuro have?

Psychiatrist, Psychologist, Counselor, Clinical Social Workers, Therapist (Marriage and Family).

What types of specialists can prescribe medications?

Only psychiatrists can prescribe medications.

What can be shared with PCPs?

At this time Recuro does not include your Behavioral Health visit information in the medical record that is sent to your primary care provider.

Why do I have to fill our additional intake questions?

In order to make sure our specialist have the best information possible to assist members, we do require a short wellness assessment with specific questions about their Behavioral Health status.

What do I do if I feel I am in immediate danger of self-harm?

This is considered an emergency and the member should immediately dial 911 for assistance.

Are there limits to how many visits can be scheduled within a month?

Not at this time. However, Recuro is committed to evaluating this program to ensure compliance with patient safety standards.

Are there a maximum number of days a prescription can be issued?

At the discretion of the appropriate licensed specialist, prescriptions can be issued between 30-90 days.

Is my “Urgent Care 365” health insurance?

This is not health insurance and does not replace health insurance. No insurance will be billed, and your visit will not be counted toward any deductibles. This is a plan that allows you to have access to all Valley Immediate Care facilities, gain access to all of our services, and receive a 50% discount on those services. All Health Savings Account (HSA) plans can be used for the minimal facility fee as well as any urgent care services required.

Will my visit apply to my health insurance deductible?

No. This is not insurance and will not be billed to insurance or apply to any deductibles.

Can I have my family use this membership plan?Yes. My Urgent Care 365 membership is available to individuals and families. You can sign up and add up to 4 family members. A family plan allows for up to 5 visits per year.

When does my membership start?

Your membership starts the day you sign up for a one year period. You can renew every year and enjoy the benefits of the program.

How do I get billed?

Automatic monthly payments will be billed to the debit or credit card you provide at the time of sign-up. The automatic deduction occurs once a month and can be reviewed on your individual bank statement.

Can I cancel my membership?

Yes. If you use the membership program for a visit, you are responsible for payment of six months of service. You may continue to use the program for that six-month time period or simply pay the six months and discontinue the service. If you have never used the service, you may cancel any time and will not be billed for any additional monthly membership payments.

What is the “5-Day Promise?”

If you visit us for any reason, and within five days, you do not feel better, we welcome you back for a follow-up visit at no charge. The follow-up visit won’t even count against your membership plan! Any additional services will be charged, but you will receive the 50% discount on all services required.

Do I need a membership card?

No. You can simply show your identification at time of service and indicate that you are a My Urgent Care 365 member. We will have record of your sign-up, and you will be billed accordingly.

Do I save money with this membership program?

In most cases, this program saves you money and provides maximum flexibility. However, this largely depends on the type of insurance that you have and the annual deductible. Our staff will make sure to share your options.

May I cancel and sign up again later?

Yes, however, you are subject to our cancelation policy and a new application fee will apply.

What is a facility fee?

This is a nominal fee used to cover basic administrative costs associated with patient processing. This fee is charged for every visit to Valley Immediate Care. The exception is our 5-day Promise; follow-up visits do not incur this fee.

What is an application fee?

This is the one-time fee we charge to process your application for our membership program.

When should I to go to Urgent Care?

It's important to understand when you should go to an urgent care center. These facilities are not appropriate for life-threatening illnesses or injuries. If, for example, you have a cut that is extremely deep and will not stop bleeding, an emergency room may be a better option than the urgent care. Even if your injuries are listed as the most commonly treated, in more severe cases, you may be transported to a local emergency room. Urgent care facilities are a good option if, for example, you are unable to get to a primary care physician during their regular office hours.

Some examples of illnesses and injuries treated at urgent care facilities:

Fractures

Sprains or strains

Cuts and lacerations

Burns

Urinary tract infections

Yeast infections

Pink eye

Mono

Bronchitis

Colds

Flu

Ear Infections

Strep throat

Rashes

Minor abdominal pain

Nausea and/or diarrhea