Making the decision to change healthcare providers means you may have many questions. Here are some answers to commonly asked questions, to help make your transition easier.
I chose my new health insurance. What else do I need to do to become a patient at John Muir Health?
The first step is choosing a doctor. When you do this will depend on your new health insurance plan. HMO insurance plans require you to choose a primary care provider (PCP) when you enroll, while most PPO insurance plans will not, so you can choose a new PCP any time after enrolling in a PPO insurance plan. If you aren’t sure, contact your health insurance plan and ask if they will select a PCP for you.
Your previous healthcare provider may have assigned you an ID or member number. At John Muir Health, we do not assign ID or member numbers. Once you choose your PCP, you simply give your PCP’s office some basic personal information (name, date of birth, address, etc.), as well your health insurance card information.
How do I know which doctors and locations my insurance covers?
The best way to find this out is to contact your new health insurance plan. Many health insurance plans have websites where you can search for doctors who are covered by your specific plan.
Do I choose my own PCP, or will someone assign one?
John Muir health does not assign PCPs. With PCPs located throughout Contra Costa County and parts of Alameda and Solano Counties, it's easy to find a PCP who's just right for you or your loved one. Simply visit our Find A Doctor search tool to view photos and videos of our PCPs, as well as find out which ones are accepting new patients. You can even schedule your first appointment online, right from your chosen PCP's profile page.
How do I schedule my first appointment, and what happens at that visit?
Once you select a PCP, there are two different ways you can schedule your first appointment:
- Call the PCP’s office and speak with a scheduler. The scheduler will schedule your appointment and tell you what you need to bring to your first appointment.
- Schedule online, using our Find A Doctor search tool. Your appointment confirmation will include information on what you need to bring to your first appointment.
New Patient appointments are usually a bit longer, as you will be establishing care with your new PCP. The time will primarily be spent going over your health history and asking about any health concerns you may have.
What do I do if I need care at night or on weekends or holidays?
If you need care right away and your new PCP is not available, our Urgent Care Centers are open Monday-Friday 8am-8pm, weekends from 8am-5pm, and holidays 8am-2pm. Scheduling a same day or next day appointment is recommended, though walk-ins are accepted too. You may schedule online or by calling your nearest Urgent Care Center.
Will my new doctors have my records from my last healthcare provider, or do I need to transfer them?
Please contact your previous doctor’s office and ask them to send your records to John Muir Health.
Which pharmacy can I use? Are the medications I currently take covered?
Depending on your health insurance plan, you may be able to fill your prescriptions at any pharmacy you choose or you may be required to go to specific contracted pharmacies. It's possible that you may have a prescription card that is different from your health insurance card. Please check directly with your health insurance plan for details about your prescription coverage, including which medications are covered.
What if I need a prescription refill before my first appointment with my PCP?
If you have an appointment scheduled with a John Muir Health PCP and you will run out of your medication before that date, please contact your previous doctor and ask them for a courtesy refill so that you can get your medication filled before seeing your new PCP. If you are unable to do this or your doctor is not able to do the courtesy refill, please call your new John Muir Health PCP’s office so that we can explain your options to obtain your medication.
Where do I go for blood tests, X-rays, mammograms, and other tests?
John Muir Health has multiple Imaging locations providing X-rays, mammograms, MRI and more. There are also convenient lab locations inside our medical centers and many of our outpatient centers. Check with your health insurance plan to find out if there are any restrictions to the lab or imaging center you can choose. To get a lab test or imaging, your doctor will first need to order the test. You can then call to schedule at the location you prefer.
Is there one app or patient portal where I can manage everything?
Yes. MyChart is our convenient patient portal, where you can schedule appointments, message your care team, view your test results and more.
You may activate your MyChart account by one of the following methods:
- New to John Muir Health or no activation code - Visit MyChart or the MyChart mobile app, click "Sign Up Now", then "Sign Up Online". Enter your personal details, confirm your identity, and create a login and password. For patients new to John Muir Health, you will also be able to create an account.
- Received a text or email from us - If you recently scheduled an appointment or visited your clinician, you may receive an email or text from John Muir Health with a link for instant activation. Click the link and follow the instructions to set up your username and password.
- Request or have an activation code - You may request an activation code from your doctor’s office. For your convenience, this code is also included on the After Visit Summary (AVS you receive at the end of a visit. Once you have the activation code, visit MyChart or download the MyChart mobile app, click "Sign up now" and follow the instructions.
How much will care cost, and how can I find out before my appointment?
Your out-of-pocket cost (the portion of the total cost that you are responsible for) is dependent on your health insurance plan, as every plan is slightly different. Please contact your health insurance plan and ask them to estimate your out-of-pocket cost for your appointment.