Questions After Your Visit
Issues with Your Prescription
If you're having issues with a prescription from a recent UH On Demand Video Visit, such as a pharmacy change, closed pharmacy, unclear instructions, or missing a prescription - our team is here to help. For assistance, please contact the UH On Demand Virtual Care answering service at 216-553-5238 (available 24/7). Calls after 11 p.m. cannot be addressed until after 7 a.m. the next morning.
Prescription Refills
Prescription refills for medications prescribed during an UH On Demand Virtual Visit are not available. If you need a new prescription or have difficulty reaching your primary care provider, please register for a new UH On Demand Virtual Care visit.
Return to Work/School Note
School and work notes can only reflect the events and timelines discussed during your virtual visit. If your illness or health concern extends beyond what was originally addressed, an additional visit may be required.
Most providers add return-to-work or school notes to MyChart under Letters — please check there first. If you don’t see a note, contact the UH On Demand Virtual Care answering service at 216-553-5238 (available 24/7).
Symptoms Change or Worsen
If your symptoms change, please register for a new visit so our providers can evaluate and address these updates. If your condition worsens significantly, consider an in-person same-day sick care visit. For minor issues, visit an urgent care center. For emergent concerns, call 9-1-1 or go to the nearest emergency room immediately. For children, contact your pediatrician to schedule a same-day sick visit.
Schedule Visit with Provider
The UH On Demand Virtual Care service is designed for one-time acute care visits, so it's not possible to schedule future appointments with the specific provider you saw. However, we have many primary care and pediatric providers across Northeast Ohio.
Billing Questions
If you have questions or concerns about your visit bill, there are two ways to reach UH On Demand Virtual Care:
- Use our online "Contact Us" form to submit your question or describe the billing issue.
- Call Customer Service at 440-295-5829 or toll-free at 1-800-589-6006, Monday through Friday, 8 a.m. to 5:30 p.m.
Additional Questions After Visit
If you have any questions or need clarification on the instructions given during your UH On Demand Virtual Visit, please refer to your after-visit summary. For further assistance, feel free to contact the UH On Demand Virtual Care answering service at 216-553-5238.