Menu Close

Frequently Asked Questions

How Do I See My Provider?

You'll download our free app to your phone, tablet or computer which allows you to communicate one-on-one with a physician via phone, text message or video chat. This app gives you 24/7 access to your provider right from your device, enabling you to ask questions, request refills or have an appointment.

How Do I Use the App?

Simply open the app after receiving an invite from us, sign in, and choose how you'd like to connect: over the phone, by text message, e-fax, or video chat, all protected by cutting edge security technology. It's safe, simple, and it puts you in total control of your healthcare anytime, anywhere, any time!

Where Are My Prescriptions Filled?

Your prescriptions can be sent to one of our networked pharmacies to be filled and shipped straight to you, or if you prefer we can call them in to your local pharmacy. Our network of licensed pharmacists are often much less expensive than most others, even if you have insurance, and the medications you're sent are simply generic versions of name-brand ones, so you get the same results for a much more affordable price, all delivered straight to your mailbox!

How Are My Medications Shipped from Your Network Pharmacies?

We ship through USPS Priority with tracking, which usually arrives in 2-3 days, and all prescriptions are packaged safely and discreetly, so you don't have to worry about them being damaged during transit or noticed by anyone who handles your mail. We can also ship through UPS, FedEx and other shipping companies by request. Expedited and overnight shipping is also available for a small fee.

How Do I Pay?

Payments can be made through the app using your debit or credit card. If you have your medication shipped to you, the network pharmacy handling your prescription will contact you to take your payment via debit or credit card over the phone or through their website. All payments are processed through safe and encrypted card processing companies, so your card information is always 100% secure!

How Do I Request a Refill of My Medication?

If your provider approves refills on your prescription, you can either pay for each refill individually when they're due, or set up a subscription and pay for them ahead of time, so that they're sent to you as soon as they're eligible. A subscription can give a substantial discount to save you money over paying each time you need a refill, so be sure to discuss this with your provider during your appointment.

What If I Need Some Help?

Our live support staff is available 24/7 to help you out should you have any questions. Tap the "Help" icon for assistance within the Spruce app for issues within the app, and click here to send a message to our website support team for questions about our site. You can always count on the friendly, knowledgeable and highly trained support agents at Spruce Health and Dallas Telemed to help you whenever you need it!

How Is My Information Kept Private?

The Spruce Health app keeps all of your information completely private, secure and HIPPA-compliant through state-of-the-art data encryption, secure servers and privacy software, all operated by a company that leads the field of telemedicine. Your medical records are kept 100% completely confidential at all times.

How Often Do I Need to See My Provider?

During your consultation your provider will discuss how often they need to see you and will schedule a follow-up visit if necessary. In most cases, your refills will be available to automatically fill and ship when they're due, making sure you always have a supply of the medicine you need. It's always there when you need it.

Can I See My Provider in Person?

In certain cases your provider may require an in-person meeting at a medical facility- for instance, if they need to take blood, run lab panels or assess you physically. For treatments involving injections or a physical examination, they may initially need to see you in person, but oftentimes they'll instruct you how to do it yourself, safely and properly, so you don't have to go to a clinic for every dose. And as always, if you need any help or assistance, your physician is only a tap away!