Patient Portal
Access your health records, request prescription refills, schedule appointments, and send non-urgent messages to your care team — all in one place.
| Access patient portal | 📞 (248) 426-7200 |
⚠️ PLEASE READ BEFORE USING THE PORTAL
Important note about Dr. Zaid and Dr. Shively
Both Dr. Theodore Shively and Dr. Robert Zaid are now in a Personalized Care program that allows them more time with their patients. If you want to learn more about why they decided to move to this program, please click below.
If you are not enrolled in their personalized program that is completely fine — we still offer traditional services. We made every attempt to contact patients by phone, email and mail in October 2024. If you are not in their program, please pick one of our other providers to see at PrimeCare.
HOW THE PORTAL WORKS
Ask non-urgent questions — response within 3 business days
The portal provides online access to your care team for a wide range of medical needs — including prescription refills, appointment scheduling, and non-urgent medical questions. We recognize the vital role virtual communication plays in health care and want to make sure our patients and clinicians have access to convenient ways to connect.
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3 business day response Your message may not be read for up to three business days. Clinicians do not typically review messages in the evenings or on weekends. |
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Emergencies — call 911 If you need to urgently reach your clinician call the office directly. Do not use the portal for medical emergencies. Call 911. |
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Test results — read first Results appear the same time your physician receives them. If you expect abnormal results we suggest speaking with your physician before viewing them in the portal. |
BILLING INFORMATION
Some portal messages may be billed to insurance
While most PrimeCare portal messages are free, responses that require medical expertise and five minutes or more of your clinician’s time may be billed to your insurance. Insurance companies now recognize some medical advice messages as billable services — just as they would for an in-person or video visit.
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May be billed ! A new issue or symptom requiring medical assessment or referral
! Adjusting medications
! Chronic disease check-in and management
! Flare-up or change in a chronic condition
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Will NOT be billed ✓ Prescription refill requests
✓ Scheduling appointments
✓ Messages about an issue addressed during a visit in the last 7 days
✓ Messages that lead to a visit in the next 7 days
✓ Follow-up care linked to recent surgery
✓ Messages that do not require a response
✓ Messages that take less than 5 minutes to answer
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How much will I be billed? Most messages are free. If your message is billed and you do not have insurance, out-of-pocket costs typically range from $15–$50 depending on time spent. For most insured patients, you may not be charged at all or you may see a low out-of-pocket cost.
FREQUENTLY ASKED QUESTIONS
Portal billing questions
Why are some portal messages being billed to insurance?
Virtual communication has become a standard part of health care. Insurance companies now recognize some medical advice messages as billable services. We want to make sure our clinicians have the time they need to review and respond appropriately to your concerns — just as they would during an in-person or video visit. If your message takes five minutes or more to respond to, you may be billed.
What types of messages will be billed?
Most messages you send will not be billed. However, messages that require more time for review and response may be billed — for example: a new symptom requiring assessment, medication adjustments, chronic disease check-ins, or a flare-up in a chronic condition. See the billing guide above for a full list.
Are prescription refill requests and appointment scheduling free?
Yes — prescription refill requests, appointment scheduling, and routine administrative messages will not be billed. In most cases your portal messages will be completely free.
What if I see my test results before my doctor calls me?
Test results appear in the portal at the same time your physician receives them. Our physicians make every effort to call promptly with results. If you are waiting for results that may have abnormalities, we strongly suggest speaking with your physician before reviewing them in the portal.
Ready to access your portal?
View your health records, send messages to your care team, request refills, and schedule appointments — all online.
| Access patient portal | 📞 (248) 426-7200 |
🚨 For medical emergencies — call 911. Do not use the portal.
We will see you in our office, urgent care, and in the hospital. We cannot wait to meet you!