Frequently asked questions
If your doctor just referred you to Facet, start here. If you don't find what you need, our Care Coordination team is one message away.
Yes. Once your doctor sends a referral, our dedicated Care Coordination team will contact you quickly via a secure text message or email to begin the intake process. This is the official first step in your referral.
You will receive a secure link via text or email from Facet to access your patient portal. The portal allows you to complete your intake, review specialist options, and access your secure video link.
Our Care Coordination team usually handles patient outreach the same day the referral is received. If you have waited more than one business day, please call or email our Care Coordination team.
Facet is a specialty referral service. We work directly with your primary care provider or referring physician. At this time, patients must be referred by a doctor to access a consultation.
Rapid access is a core feature of Facet Health. The median time from referral to a specialist visit is just 48 hours.
It is a synchronous video consultation with a U.S. board-certified specialist. It is the same standard of care as an in-person visit, conducted via a secure video link.
You need a smartphone, tablet, or computer with a camera and a stable internet connection. You should also ensure you are in a private, quiet space for your consultation.
No. You will receive a secure link for your authenticated video visit. No app download or special setup is required.
Your Care Coordination team is available to help resolve technical issues. You can find their contact information in your intake emails or on the Contact page.
Facet consultations are unhurried and average 30 minutes for initial consult, 20 minutes for returning patients. This is significantly longer than typical industry visits, ensuring your specialist has time to do a thorough evaluation.
Yes. Our Care Coordination team obtains your prior records. Your specialist will review your history and documentation before your consultation, so you won't need to repeat your whole history from scratch.
Yes. We encourage you to have a family member or caregiver join you during your video visit if you feel it would be helpful.
Yes. Every Facet consultation is performed by a U.S. board-certified physician who is credentialed in their specialty.
Yes. Every physician in the Facet network is licensed to practice in your state of residence.
Yes. Once you complete your initial intake in the patient portal, you can browse available specialists in your referred area and select the one who feels like the best fit based on focus area, gender, and language preferences.
If you are not satisfied with your selection, please contact the Care Coordination team right away for assistance.
Facet works with most major insurance plans. We verify your coverage during the intake process—no surprises.
Your visit is typically covered by your insurance. Facet verifies your coverage during the intake process. If any cost is due, we will notify you clearly before your appointment.
Please contact our Care Coordination team directly. We are happy to discuss self-pay options.
You will receive a clear, plain-language summary of your visit that outlines what your specialist found and the exact next steps for your care.
Yes. A formal consult note is sent back to your referring provider's EMR, typically within 24 hours of your visit. This ensures your care team stays informed and connected.
If your specialist determines that you require an in-person procedure, diagnostic testing, or follow-up, they will let you know clearly and help guide you on the appropriate next steps and what you can do in the meantime to address your health needs.
Your referring doctor remains your primary point of contact for ongoing care. If the specialist advises a follow-up consultation with Facet, your Care Coordination team will assist with scheduling.
Yes. Your video visit is private, just like an in-person appointment. Only you, your specialist, and your referring doctor have access to your visit records, and all patient information is handled in compliance with HIPAA.
We use a secure EMR system designed for clinical workflow and compliance to manage your medical records.
Yes. Consultations are conducted via a secure, authenticated video link. We do not use public or unencrypted video platforms.
Our Care Coordination team is here to help — reach out and we'll get you sorted.