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Getting medical care

When you need to see a provider, the Direct2Care app walks you through a short intake process before connecting you with care. The whole process takes just a few minutes.

Direct2Care providers are available 24/7, including holidays.

In case of emergency, call 911. Direct2Care is not an emergency service.

Starting a care request

Tap Get Care from the home screen or the navigation bar at the bottom of the app.

Completing your intake

You'll move through a series of screens before being placed in the waiting room. Here's what to expect at each step.

1. Confirm your location

Select the state you're currently in from the dropdown. Direct2Care uses your location to connect you with a provider who is licensed to care for you there. Medical regulations differ by state, so this step is required even if you've used the app before.

2. Confirm your address

Review your address on file and confirm it's current. Your address is used for accurate prescription delivery and follow-up on any imaging or lab results. Tap Edit if anything needs to be updated, then tap Next.

3. Select your care type

Choose between Medical Care and Mental Health. If your plan includes both, both options will be shown as covered.

4. Select your visit language

Choose whether you'd like your visit conducted in English (Services in English) or Spanish (Servicios en Español). Both are available at no additional cost if included in your plan.

Note: If you enrolled through your employer and see a fee on this screen, contact support before continuing. Employer-sponsored plans are free.

5. Reason for your visit

Select your primary concern from the dropdown, for example, Cough, Cold symptoms, Anxiety, or Eye problem. This helps your provider prepare before the visit begins.

6. Visit type

You'll see On Demand — See a Provider now as the available option. Tap Next to continue.

7. Confirm your phone number

Review the phone number on file and update it if needed. Direct2Care's Clinical Care team may call you while you wait to help prepare your visit, and your provider may use this number if you get disconnected during the call.

8. Review your visit details

A summary of your visit will be displayed, including the visit type, date, care type, location, language, and cost. If your visit is covered under your plan, the cost will show as $0. Tap Confirm to proceed.

9. Visit confirmed

You'll see a confirmation screen letting you know your visit has been successfully confirmed. Tap Next to continue through the intake.

10. Age verification

You'll be asked whether this visit is for a patient under the age of 18.

  • If No, tap Next to continue.
  • If Yes, you'll be asked to provide a phone number for a parent or guardian. Direct2Care's Clinical Care team will contact them to obtain consent for care before the visit proceeds.

11. Consent to treat

Review Direct2Care's consent to treatment. Tap Tap here to read to open the full document. Once you've read it, tap Accept and Send at the bottom of the consent screen to confirm.

12. Intake submitted

You'll see a confirmation that your intake has been submitted. Tap Done.

Waiting for your provider

After submitting your intake you'll be placed in the Waiting Room. The app will show a Preparing Your Visit screen while you wait.

A few things to know while you wait:

  • Expect a call from the Clinical Care team. A member of Direct2Care's Clinical Care team may call you to help prepare your visit before you're connected with a provider. Make sure your sound and notifications are on and be ready to answer.
  • You'll receive a text when your provider is ready. When a provider is available, you'll get a text message letting you know it's time to join.
  • A Join button will appear in the app. The Preparing Your Visit section will be replaced by a button to join the visit. Tap it to be connected with your provider.
  • You can cancel at any time. Tap Cancel Visit at the bottom of the waiting room screen if you need to cancel before the visit begins.

Tip: You don't need to stay on the waiting room screen while you wait. You can navigate away in the app and your visit will remain active. Your visit card will appear on the home screen so you can return quickly when your provider is ready.

After your visit

Once your provider completes the visit, you'll receive a text message with an invitation code and an email from Elation Passport, the platform Direct2Care uses for visit notes and care instructions. Follow the link in the email, enter your invitation code, and complete a one-time account setup to access your notes. See [Accessing your visit notes] for the full walkthrough.

Your visit will also appear in the Visits tab in the app, where you can review your visit details and intake responses at any time.