FREQUENTLY ASKED QUESTIONS

In this rapidly-changing environment, here is the latest information on everything from how we handle your urgent medical issues to our new Covid-19 protocols.

MEMBERSHIP

What is Sollis Health?
Sollis is a 24/7 members-only concierge service with state-of-the-art medical centers on the Upper East Side, Tribeca, and in Los Angeles this fall. Whether it’s an emergency, a simple complaint, or anything in between, you can have the peace of mind that Sollis is there for you, day or night in a serene and private setting, with no appointment and no wait.

What does membership include?
Membership includes unlimited visits to the doctor (no co-pays) 24/7, 365 days a year, round-the-clock telemedicine, Covid-19 testing and care, routine blood work, strep and flu tests, patient advocacy, VIP services at leading hospitals, and expedited access to an exclusive network of specialists.

What’s not included in my membership?
For an additional fee, we will perform medical procedures, advanced imaging (MRI/CT/X-ray/ Ultrasound), IV infusions, EKG tests, and house calls.

How do members use Sollis?
If you cut your hand making dinner, Sollis can stitch it up. If you hurt your ankle and need an MRI at 3am, you can do it right away at Sollis. If you need a leading specialist, Sollis has them on speed dial. If you need a prescription filled before a flight, we’ll arrange it immediately. We can also rule out appendicitis, provide sutures, start IVs, etc.

What kind of doctors work at Sollis?
Sollis was founded by leading concierge doctor Bernard Kruger and is staffed by top ER physicians—board-certified experts with decades of experience at Mount Sinai, NY- Presbyterian, Lenox Hill, and other renowned hospitals.

How can you help me with specialist access and VIP services at hospitals?
We can get you expedited appointments with over 500 of the city’s best specialists, from cardiology to dermatology to psychiatry. Instead of waiting weeks, we’ll get you in within a matter of days. If you do need to be hospitalized, we can help with private transport, direct admission, and VIP amenities.

What’s the average wait time to see a specialist through Sollis versus national averages?
In general it can take 25 days to see a specialist; however, we can get you in between zero and 5 days, depending how urgent it is.

What’s the average wait time to see a doctor at an ER?
5 hours! But at Sollis, there’s never a wait—even at 10pm on Christmas Eve.

What if I’m traveling?
We’re still there for you! We provide 24/7 telemedicine to our members via phone, text, and video chat—no matter where you are. We can also help you find the best doctors, hospitals, and specialists near your location, or even help with a Medivac if necessary.

If I need a prescription refill, can you assist?
In most cases, absolutely. The only exception is narcotics.

How do you work with my PCP/concierge doctor?
We don’t replace your existing doctors—we work closely with them and keep them in the loop the entire time, ensuring that your care is comprehensive and coordinated.

I already have a concierge doctor. Do I still need Sollis?
Definitely! With the only private 24/7 medical centers in New York, we add another layer of protection in the event of an emergency. We work with your concierge doctor so that you have every angle covered.

I have a membership with One Medical. How are you different?
One Medical offers primary care; we offer urgent and emergency care (including NYC’s only private on-site diagnostic imaging) as well as specialist access. One Medical also employs more junior doctors, whereas ours have decades of experience. Unlike One Medical, we also help you navigate the medical process with patient advocacy and care coordination.

How are you different from CityMD?
At CityMD, you’ll sometimes have to wait just to be seen by a PA. At Sollis, our centers are staffed by top ER physicians who will see you with no wait and no appointment, 24/7. There are some good doctors who work at urgent cares, but you never know who you’re going to see. Unlike CityMD, we also offer round-the-clock telemedicine, advanced imaging such as MRI right on-site, and access to over 500 specialists.

Do you have a Hamptons service?
We staff ER physicians in the Hamptons all summer long for house calls, including a private ambulance, portable X-ray, and point-of-care labs. We also have specialists who may be able to assist on Long Island and helicopter partners to get you back to the city in an emergency.

When are you opening in Los Angeles?
We’re opening a center in Beverly Hills this fall, but starting May 1 we will be offering founding members a house call service that includes Covid-19 testing and care as well as assistance with non-Covid-related medical issues like home-imaging, infusions, and stitches.

What does the initial LA offering include?
Our Founding Membership package features one complimentary house call, Covid-19 testing for your entire household, Covid-19 antibody testing, and 24/7 telehealth for both Covid and non-Covid issues. It also includes access to Sollis’ in-home coronavirus management system: a pulse ox, thermometer, chest X-rays, oxygen concentrators, medications, and—in the event of hospitalization—patient advocacy and care navigation.

What is the full membership offering once the Beverly Hills center opens in the fall?
Members will get unlimited access to the LA and NYC medical centers, consultations with expert physicians 24/7, continued care for Covid-19, round-the-clock telemedicine, routine lab work, strep and flu tests, flu shots and vaccinations, patient advocacy and care navigation, expedited appointments with our exclusive network of specialists, VIP amenities at leading hospitals, and travel medicine.

What do you treat?
A full list of what we treat is here.

Can I use Sollis during a life-threatening emergency?
No. Call 911. Sollis can handle 90% of what usually gets handled at a typical ER, but we can’t do things like blood transfusions, nor do we have a cath lab. If you do need to go to the ER, we will advocate on your behalf and help you navigate the entire process.

CORONAVIRUS

What if I might have coronavirus?
Our protocols are listed on our website.

If I get a house call for coronavirus, can my entire family be tested?
We will test everyone in your family if they’re members of Sollis and demonstrate symptoms.

Why are you not testing asymptomatic patients?
Our protocols are based strictly on the latest Department of Health protocols. If you have no symptoms, knowing you have coronavirus would not result in any treatment. Thus, a test would not make a difference—and you should be quarantining anyway. We will make exceptions for caretakers of at-risk patients, the elderly, and immunocompromised patients.

What is the wait time for a house call?
Due to high volume during the pandemic, the wait time is 24 to 48 hours. But if you’re high-risk, we will prioritize you. And if your life is in danger, we’ll advise you not to wait for a Covid test and then advocate on your behalf at local hospitals. No matter what, you’ll be able to speak with our ER physicians at any time throughout the process.

How long does it take for the Covid-19 test to come back?
Results are presently available in 1 to 3 days.

If I need to be hospitalized for Covid-19, can you coordinate?
For the 2 or 3% of patients who progress to ARDS (Acute Respiratory Disease Syndrome) and need ICU-level care, we will advocate for them by leveraging our relationships with local hospitals and Emergency Departments to try and get them priority access—and also help with transport via our private ambulance partners.

Are you prescribing chloroquine or hydroxychloroquine (Plaquenil)?
If you’re able to find a pharmacy with a supply, we’re happy to call in a script for you. We have a limited supply for people with severe symptoms or moderate symptoms plus risk factors.

Are you able to take imaging during a house call?
Yes. We have partnered with home-imaging companies who will come to your house and provide chest X-rays to help differentiate between pneumonia (which responds well to antibiotics) and Covid-19.

What if I need a ventilator? Can you guarantee I can get one to my house?
We have relationships with local pulmonologist departments to try and get our members access to ventilators ASAP, but we can’t guarantee it in a pandemic. We do have at-home oxygen and concentrators to support lung function if there is a shortage of hospital beds.

Can coronavirus house calls be submitted to insurance?
Most of the time, no. House calls are out of network. However, some insurance policies may accept them. They cost $1,000.

Is the coronavirus test covered by insurance? How much is it?
The test is covered by most insurance plans. If it’s not covered, it’s $250.

Are Covid patients coming into the center? What if I have a non-related issue?
To minimize risk to our members and staff—and maintain our ability to address traditional medical needs—we are not seeing patients with direct Covid-19 exposure or symptoms in our centers. If you have any other non-Covid issue, we’re here 24/7.

What if I am not in NYC and I need to speak to a doctor?
We offer 24/7 telemedicine support with top physicians.

I am in the Hamptons. Do you have a service here?
As of now, we come to the Hamptons twice a week to test members with symptoms.

Should I get an antibody test if I have symptoms?
No. The antibody test’s evaluation of whether you have the virus (IgM) is less accurate than the PCR test, so for sick patients, we continue to recommend a PCR swab test in order to drive treatment decisions.

What’s the difference between PCR swab tests and antibody tests?
The current swab test uses PCR technology to discover the presence of the virus and determine whether you’ve been exposed. It is the most accurate way to see if you have Covid-19. The antibody blood test looks at your body’s response to an exposure. It identifies whether you may be currently infected (IgM) or whether you have had it in the past (IgG). However, the antibody test is less accurate than the PCR test.

Will the antibody test tell me if I had Covid previously and if I am immune?
The antibody test should identify the build-up of long-term antibodies (IgG) that may indicate you have had Covid-19. It is still not known if you can contract the disease again, although we believe the presence of IgG antibodies suggests some immunity. However, there is the potential of a false positive, where the antibodies identified are in fact caused by non-Covid-19 pathogens. For this reason, we do not change our social distancing or treatment recommendations based on this test.

What are the full disclaimers for the antibody tests?

  1. The antibody tests are not FDA-approved.
  2. Negative results do not rule out Covid-19 infection.
  3. Results from antibody testing should not be used as the sole basis for diagnosis.
  4. Positive results may be due to past or present infection of non-Covid-19 coronavirus strains, such as HKU1, NL63, OC43 or 229E.
  5. Our practice does not officially endorse the results.
  6. Best accuracy for Covid testing is the PCR swab test.
  7. No result is proof of infection or immunity management.
  8. Please continue to follow social isolation protocols.

COSTS

How much is membership?
If all members are under 45, membership is $3,000 for the first adult and $2,000 for each additional adult. If any adult is 46 or up, it’s $5,000 for the first adult, $3,000 for the second adult, and $2,000 for each additional adult. Children under 18 are always $1,000 each.

Do you take insurance?
We are an out-of-network provider, but as a courtesy we will submit your claim for reimbursement. Advanced imaging performed during the normal workweek can often be performed in-network with your insurance provider. Off-hours and emergency radiology, however, are provided out of network and submitted for possible reimbursement.

Do you take Medicare?
We have opted out of Medicare, and our patients may not submit Sollis claims to Medicare. Medicare comes with a number of regulatory requirements that are not necessarily in the best interest of our members. It also has mandatory pricing requirements, which would make some of what we do (e.g. 24/7 imaging) prohibitive.

What’s the average cost of services per member per year?
Members typically only end up paying about $500 out of pocket annually.

What are some of the things that members pay for?
Our most common paid services include X-ray, MRI, CT Scan, IV Hydration, vitamin infusion, EKG, cardiac panel, and stitches.

MISCELLANEOUS

What can you do for people who are giving birth in the next few months?
People are still giving birth at public hospitals, and preliminary research suggests no correlation between Covid-19 and infant mortality. While maternity units briefly banned partners due to concerns about the contagion, they are now screening visitors and allowing one asymptomatic partner during labor and delivery.