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On Demand - FAQs

About Shannon On Demand

For any technical issues, physician concerns or help with prescriptions, please contact our support desk at 1.800.838.8372.

Getting started

What is Shannon On Demand?

With Shannon On Demand, you and your family will have private and secure access to care for minor medical needs. Shannon On Demand providers are board certified and available 24/7 with no appointment needed. Access is fast and easy - all from your mobile device, tablet or computer.

Where can I use Shannon On Demand?

You can access Shannon On Demand anywhere in the U.S.

What devices/computers can I use to access Shannon On Demand?

Shannon On Demand supports the most recent versions of most browsers as well as access using apps for iOS and Android devices.

Do I need to schedule an appointment?

Shannon On Demand is designed for on-demand care so no appointment is necessary. After you register and log in to Shannon On Demand, doctors who are available for a visit will appear on your screen. You can browse doctor profiles and select who you want to see by clicking on the green “Connect” button. If no one is available, you will be placed in a "waiting room" and notified by text message once a doctor is available.

How long is a typical online doctor visit on Shannon On Demand?

A typical doctor visit on Shannon On Demand is 10 minutes – the amount of time needed to handle most medical issues. Of course, you can add more time should you need to.

Who are the providers I will see in Shannon On Demand?

Shannon On Demand is staffed by several members of our Shannon Clinic team. All of our providers are certified and credentialed according to NCQA standards. In addition, Shannon has added members of Online Care Group, which is a primary care practice with a national network of board-certified doctors who have decades of experience in family practice and urgent care. These providers have undergone a rigorous selection process to become a part of the network. Our goal is to have providers available at all times so that you do not have to wait for your On Demand visit.

Why would I see a doctor online?

Illness or injury can strike at any time. Shannon On Demand helps you get back on your feet, no matter where you are or the time of day. You can see a doctor online for a range of issues, from minor illnesses and injuries, symptoms from a chronic condition, or to address general health concerns. Here are a few reasons people go online to see a doctor:

  • I feel like I should probably see a doctor, but can’t really fit it into my over-booked schedule.
  • It’s difficult for me to get a doctor’s appointment.
  • I’m not sure if I should go to the ER or not.
  • My doctor’s office is closed and I don’t want to go to an urgent care clinic or hospital.
  • I just moved and don’t know any doctors in my area.
  • I just need a second opinion.
  • I’m between jobs and have no coverage.
  • I have a question about a loved-one’s health and would like some advice.

What is Shannon On Demand not for?

Shannon On Demand is not for people suffering from serious or life threatening conditions, such as:

  • Seizures.
  • Chest pain.
  • Neurological symptoms, suggesting a stroke.
  • Difficulty breathing.
  • Dizziness or loss of consciousness.
  • Sudden bleeding.
  • Choking or gagging.
  • Severe hypertension or hemorrhoids.
  • Head injury.
  • Possible broken bones.
  • Cancer.
  • Patients who want to hurt themselves (suicidality).
  • Patients who want to hurt others (homicidality).
  • Schizophrenia or hallucinations.

If you have any of the above symptoms or any other serious medical concerns please call 911 or proceed to the nearest emergency department.

Account set up and connectivity questions

Do I need to create an account to see a doctor on Shannon On Demand?

Yes, you do need to create an account before you can speak to a doctor on Shannon On Demand. The account creation process is simple and takes just a few moments. We recommend you set up your account now so it’s ready when you need it. Once your account is created, you can use the mobile app or website using the same username and password.

Is my online doctor visit private and secure?

Yes, we feel it is of utmost importance to maintain patient privacy and keep information secure. Shannon On Demand is designed to be a private, secure, HIPAA-compliant tool that allows you to safely and confidentially consult with a doctor online.

Can I use Shannon On Demand for my child?

Yes! You can add an account for your minor child as part of your own account. Please note that your child must be present during the video visit. To add a child to your Shannon On Demand account:

  • Log in to Shannon On Demand and navigate to My Account.
  • Under My Children, click Add.
  • You can then choose to either create a new profile or link to an existing profile.

Can I add my spouse to my account?

To keep health information private each adult must create their own account. Children under 18 may be added to their parents account.

What do I do if I have trouble connecting?

We recommend always testing your computer before you connect if you are accessing from a PC or laptop. Our 24/7 help desk can assist with connectivity challenges and can be reached at 855.667.9719.

What do I do if I get disconnected?

If you get disconnected for any reason, we’ll save your information for when you log back in, making seeing a provider even faster.

Questions about the visit

Can I receive a prescription from a Shannon On Demand provider?

Shannon On Demand providers will prescribe medication applicable for your individual diagnosis. Please note that by law narcotics/opiates (such as hydrocodone, oxycodone, etc.) cannot be prescribed via telehealth visits.

Can a Shannon On Demand doctor order a prescription refill?

Shannon On Demand providers will discuss your health history and assess whether a refill is safe at this time or whether it would be necessary to see your primary care physician in person. The decision to provide a refill and the quantity is at the sole discretion of the doctor. Be sure to share any information you have about your health history and condition that may help facilitate your refill, such as recent lab tests or blood pressure readings.

What if my condition requires a physical visit?

Shannon On Demand providers are able to treat the majority of common complaints, but some symptoms may require a physical visit. If our providers cannot diagnose your condition over telehealth and determine that you must be seen in person, we will not charge you for your visit.

Can medical forms (absence slips and documents) be filled out?

Doctors on Shannon On Demand are able to provide simple forms as in absence slips or back to work/school documents as clinically appropriate. Be sure to request the documentation before ending your conversation. Please note that doctors on Shannon On Demand are not able to provide more substantial documents like FMLA forms, disability forms or handicap/DMV documents as these documents require in in-person evaluation.

Can a doctor on Shannon On Demand order lab tests for me?

Doctors on Shannon On Demand are unable to order lab tests. Due to the nature of telehealth, it is difficult to follow up, obtain the results, and interpret these tests. Our providers may suggest following up with your in-person provider and obtaining a test, however they are unable to order a test on your behalf.

Billing/insurance questions

Does my insurance cover Shannon On Demand?

Some insurances include Shannon On Demand as a covered benefit. For more information for your specific plan, contact your insurance company.

I have questions about my bill or card charge, who can I speak to?

Contact our help desk at 855.667.9719.

Does my visit count as a qualified HSA or FSA expense?

Yes, our visits qualify as health care expenses. You can use any major debit or credit card with our service.

What if I don't have health insurance?

Shannon On Demand’s services are available without insurance. Your visit will be charged to your credit card. Urgent care visits are just $59.

Will I be charged more if I talk to a doctor on weekends, holidays or at night?

No. The cost is the same no matter when you visit with the doctor.

After-visit questions

Will my primary care doctor have access to my Shannon On Demand visit?

If your primary care doctor is a member of Shannon Clinic:

You Shannon On Demand visit will be documented in Shannon’s Epic electronic medical record system. Your Shannon provider will have access to your visit summaries and documentation from your visit.

If your primary care doctor is not a Shannon Clinic doctor:

Please bring a printout of your visit summary with you to any follow-up visits with your primary care physician.

What if I can’t remember what was diagnosed or prescribed?

You can access a summary of your visit including any problem and prescription information after your visit. You’ll need to access by logging into your Shannon MyChart account at or the Shannon MyChart app. If you do not have a Shannon MyChart account, you can sign up for one at

What if I have trouble with my prescriptions?

For any issues with prescriptions reaching the pharmacy, please call our support desk at 1.800.838.8372. Our staff will work with the provider to resolve questions.

Can a doctor on Shannon On Demand be my regular provider?

Unfortunately, no. Doctors on Shannon On Demand are there to support your care between office visits, such as when you are traveling or when you have a non-emergency or low acuity health condition.

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