Frequently Asked Questions
Have questions? Find the answers you’re looking for.
Is this a safe way to receive treatment?
Yes. Telemedicine is safe and effective—as long as patients answer questions truthfully, accurately, and completely. It’s also important that you only upload pictures of yourself and your ID (not someone else), and that you take those pictures during the online visit. Doctors are only effective when they have accurate, current information about your case—both in telemedicine and in-person visits.
Physicians on the Ciba Health platform depend solely on the information you provide during your visit and via secure chat, phone, or video. They have no way of externally verifying the information you provide. In addition, if prescribed medicine, it’s necessary to read the personalized treatment plan your doctor created before taking any medication. Only by reading this information in its entirety and fully understanding the content can you adequately weigh the risks and benefits of the treatment.
Is my information safe?
Yes. Telemedicine is safe and effective—as long as patients answer questions truthfully, accurately, and completely. It’s also important that you only upload pictures of yourself and your ID (not someone else), and that you take those pictures during the online visit.
Doctors are only effective when they have accurate, current information about your case—both in telemedicine and in-person visits.
Physicians on the Ciba Health platform depend solely on the information you provide during your visit and via secure chat, phone, or video.
They have no way of externally verifying the information you provide. In addition, if prescribed medicine, it’s necessary to read the personalized treatment plan your doctor created before taking any medication.
Only by reading this information in its entirety and fully understanding the content can you adequately weigh the risks and benefits of the treatment.
What do I need to know about lab testing?
Overview
Most lab tests ordered by Ciba Health will be billed directly to your insurance by the lab.
Some lab work and/or specialty tests may not be covered by insurance. In these cases, you will be charged by either the lab or Ciba Health.
If your insurance only covers blood work performed at particular facilities, please inform our lab managers of this in advance of completing any labs.
You will have the opportunity to choose which tests you feel comfortable paying for and we will make every effort to ensure that you’re fully aware of additional fees that may be incurred. You are under no obligation to purchase specialty testing
Based on membership, at initial medical evaluation, your doctor will order personalized lab work. This can include blood, saliva, urine, and stool tests.
Should any lab results indicate the need for further testing, you will be directed to continue care with your Ciba Health doctor or a relevant specialist.
If a test kit is mailed to you by Ciba Health, you will be charged by our team. This cost is not included in your membership fee.
What types of diagnostic testing does Ciba Health perform?
We offer both standard blood work and in-depth specialty testing to help construct a comprehensive picture of your health and better inform treatment.
A personalized testing plan will be recommended by your doctor. All tests, however, are optional. Some of our most frequently prescribed specialty tests assess allergies, hormones, cortisol, genetics, microbiome health, and toxic metal levels.
Can I use any pharmacy?
Yes. If you choose the Ciba Health Pharmacy Network, we’ll ship your medication to you directly in our discreet packaging, for free. We also offer customer support 365 days a year. You can always use your own pharmacy, although it can be twice the price if paid out of pocket. If you have insurance, we will charge a $50 script fee. It’s also important that your pharmacy is able to receive e-prescriptions.
How do I get my blood work done with Ciba Health?
Basic labs either go through Quest Diagnostics or may be covered by insurance, and comprehensive labs go through Rupa Health or Vibrant America and are generally not covered by insurance. Customers pay out of pocket using a credit card, FSA, or HSA card, and Ciba Health will provide you with a superbill to use for reimbursement through insurance.
Ciba Health doctors collect blood samples via mobile phlebotomist who comes directly to your location. For tests that do not require a blood draw, we mail you a lab kit using FedEx to collect the appropriate sample and you can drop off the sealed test kit at any nearby FedEx dropoff location.
Does Ciba Health take insurance?
We do accept in-network insurance, however, after each medical visit, a lab manager can provide paperwork that you can submit to insurance for out-of-network reimbursement.
Members can choose to pay for their plans using FSA/HSA dollars, and/or utilize available financing.
Do I need to have health insurance for this check-up?
No, you do not need insurance to have a Ciba Health Check-up.
Do I need health insurance if I have a Ciba Health membership?
A Ciba Health membership does not replace health insurance. We advise all members to maintain a separate health insurance plan of their choosing.
For blood work and prescriptions, insurance frequently can offer partial or full coverage.
Do I need to see a doctor in-person to use Ciba Health?
In order to receive certain treatments that are available through the Ciba Health platform, you need to have seen a physician within the last three years. Ongoing support can then be followed up via video conference, phone and messaging.
Does everyone have the chance to talk to a doctor?
Yes, usually. After you complete your initial dynamic onboarding you can message a physician any time you have a question. Also, if you want to chat with the doctor via a secure phone call or video chat, message our medical support team and we’ll make it happen.
Do I need a prescription to use Ciba Health?
No, you do not need a prescription. The physicians on the Ciba Health platform will write a prescription if they deem it safe and appropriate after your online visit.
Is it legal to prescribe medication online?
While you cannot simply order a prescription online, you can meet with one of our doctors online, who may prescribe medicine if needed. In order to receive prescription medication you must first consult with a medical doctor. This can be done online via phone or video chat.
Is a video chat required?
It depends. Certain states require a video chat with your doctor. After your initial onboarding, a physician will reach out with the appropriate next steps.
How quickly will a doctor review my initial history?
After your online visit a doctor will complete their initial review of your medical history within 24 hours.
Can I video chat with a doctor?
After you’ve finished your initial online visit, and a physician has decided you’re a good candidate for telemedicine, you can speak with a physician via messaging, phone call, or a video conference any time you like.
Why do you need a picture of my ID and a separate picture?
Your doctor will need to confirm your identity before treating you via telemedicine. In order to confirm your identity, we need two photos: government issued ID and a clear face photo.
Can Ciba Health be my primary care physician?
Ciba Health’s world-class physicians are trained in primary care specialties like family medicine and internal medicine, however we recommend our members maintain a primary care physician for things like vaccinations and strep or flu testing, which we do not perform here at Ciba Health.
We recommend female patients also maintain an OBGYN for regular pap smears.
Your Ciba Health doctor will remind you of important age-related screenings you should get like colonoscopies or mammograms.
We are not available for urgent appointments. If you have a medical emergency, we recommend that you visit urgent care or an ER.
What are Ciba Health’s top three differentiators?
Clinical Rigor: We offer a physician-led care team for every participant. This means that everyone using our platform will have multiple 45-60 minute, 1:1 visits with a physician, dietitian and health coach. Additionally, we stand out by our personalized approach (using advanced labs, connected devices, personalized supplements, and more), and the fact that our program is not based on a one size fits all diet (i.e. ketogenic diet) and is therefore much more sustainable.
Engagement and Outcomes: First, we are able to enroll 50% of eligible participants. Secondly, we see about 75% of participants complete our 12-month program. Lastly, we achieve a 98% disease reversal rate among participants who complete our program, with an 85% reduction in medication.
Root-Cause Methodology: We use a whole-body care and root-cause medicine approach to not only manage, but reverse chronic conditions. By using a highly personalized approach with direct access and regular visits with physicians, dietitians, and health coaches, our methodology can be used to reverse a wide range of chronic conditions such as type 2 diabetes, obesity, digestive disorders, heart disease, auto- immune, depression, anxiety, and more. This means that we can help employers, payers, and health plans eliminate multiple vendors and reduce vendor confusion for members.
How does Ciba Health address social determinants of health?
Technology Access: Participants are able to access the program via desktop or mobile device, and can communicate with their care team through video, chat, email, and phone calls based on their preferences. Ciba Health includes virtual health equipment such as CGM, blood pressure cuff, digital scales, etc. and provides necessary guidance and training.
Offer technical and culturally-competent support: Ciba Health’s care team assists in the setup and use of technology, and ensures staff is culturally competent. Such support ensures effective remote patient monitoring and straightforward communications between the care team and patients.
Tailor intuitive and accessible user experiences: Ciba Health platform uses simple language, straightforward design, and simplified navigation adopted for all kinds of modalities and devices, from laptops to tablets to cell phones.
Provide accessible educational materials: Ciba Health publishes step-by-step instructional documents, visual workflows, and video tutorials that can help patients and staff smoothly navigate virtual encounters and educate consumers on online privacy and security.
Interpretation services: Ciba Health provides healthcare interpretation services to all patients who express the need.
Transportation Challenges: If members are unable to get to a lab site, we offer phlebotomists to deliver at-home labs.
What devices are supplied to members through the program?
Typically the devices provided will depend on the individual needs of the participant. However a CGM, digital scale, blood pressure cuff, activity tracker and sleep device are included in most instances
What does your onboarding experience look like?
We offer extensive onboarding support, including a welcome webinar, individual outreach, welcome kids and account setup assistance to provide a welcoming experience for new participants.
How does Ciba Heath monitor and measure customer satisfaction and quality assurance?
Ciba Health provides extensive reporting to our clients, including launch reports, ongoing engagement reports, quarterly progress reports, and bi-annual clinical progress reports. As part of that process we measure Net Promoter Score at the beginning and end of the program.