Frequently Asked Questions

With the UnitedHealthcare Charter Kelsey-Seybold plan, you'll get quality care from leading physicians and premier hospitals. You'll have a concierge level of service available exclusively for Kelsey-Seybold members. When you select UnitedHealthcare Charter, you are exclusively selecting Kelsey-Seybold physicians and Kelsey-Seybold affiliate specialists to coordinate and deliver your care and treatment. Kelsey-Seybold physicians are "changing the way health cares" — with local, regional, and national recognition for medical excellence. UnitedHealthcare Charter offers comprehensive benefits, including physician care, hospitalization, outpatient surgery and treatment, diagnostic services, and preventive care, including exams to diagnose and treat diseases and conditions of the eye. The bottom line — Kelsey-Seybold and UnitedHealthcare are the partners you want for convenient and comprehensive quality care.  

The plan includes all Kelsey-Seybold physicians, as well as additional Kelsey-Seybold affiliate specialists. As part of your care coordination, your Kelsey-Seybold physician will guide your treatment and may refer you to a Kelsey-Seybold affiliate specialist. Kelsey-Seybold affiliate specialists — like Kelsey-Seybold physicians — are among Houston's top doctors and leading private practitioners.  

You do not need a referral from your Kelsey-Seybold primary care physician to see a Kelsey-Seybold specialist, including more than 850 doctors in more than 65 medical specialties. However, a referral is required whenever your Kelsey-Seybold physician refers you for care to a non-Kelsey-Seybold physician.  

UnitedHealthcare Charter has many advantages, including affordable co-pays and predictable co-insurance.  

If you were to withdraw, you would not be covered until the next open enrollment. Your enrollment election is a one-time annual election and may not be changed during the plan year. The only exception to this restriction occurs if you experience a qualifying event. Qualifying events include, but are not limited to, marriage, birth of a child, or change in employment status.

Complete access to care, 24/7 – Choose the Kelsey-Seybold physician you want to see at any of our 24 multispecialty care centers, and make an appointment with no referral required.

• 24/7 Contact Center - Reach us 24/7 at 713-442-0427 to schedule appointments.
• After-Hours Nurses - Speak to an expert Kelsey-Seybold nurse whenever you have a concern after hours; just call 713-442-0427.
• Saturday appointments - Make appointments for sick care at four locations on Saturdays: our Memorial Villages Campus, Fort Bend Campus, Clear Lake Clinic (Bay Area Campus), and North Houston Campus.
• Premier hospitals - Get access to premier hospitals including, but not limited to Texas Heart Institute; Houston Methodist Hospitals; Texas Children's Hospital; HCA Houston Healthcare Clear Lake and HCA Houston Healthcare The Woman's Hospital of Texas.
• One-stop care — Kelsey-Seybold's state-of-the-art care centers are located throughout the Greater Houston area and bring primary care, many specialists, lab and X-ray, and on-site pharmacies together for you. We offer advanced imaging (MRI, CT, PET, digital mammography, bone densitometry) and outpatient surgery on a scheduled basis.
• Secure online access to your physician — Join MyKelseyOnline to securely view your lab results and email your physician's office with questions and follow-ups.
• Our reputation for excellence — Kelsey-Seybold is consistently recognized for excellence, with the largest number of physicians in Houston recognized by the National Committee for Quality Assurance (NCQA) for excellence in diabetes, heart and stroke care. Kelsey-Seybold Clinic is also recognized by the NCQA as the nation's first accredited Accountable Care Organization.
• Coordinated care — Ever wish your physicians talked to each other? Kelsey-Seybold physicians are experts on coordination and collaboration. We know that coordinated care is the key to superior care. Your secure medical information is always available to your Kelsey-Seybold physicians through our state-of-the-art electronic medical record (EMR).

Yes, emergency room (ER) services are covered. If you have a medical emergency, go to the nearest medical facility offering emergency care. You should notify your Kelsey-Seybold physician as soon as possible.

Saturday sick-care appointments between 9 a.m. and 2 p.m. are available for children and adults at four locations: Tanglewood Clinic near the Galleria; North Houston Campus; Clear Lake Clinic (Bay Area Campus); and Fort Bend Campus in Sugar Land. Our Katy Clinic offers Saturday appointments for well-child care as well as sick care. For appointments, call 713-442-KIDS (5437).

Hospital access includes all facilities currently part of the UnitedHealthcare Choice Plus network, except The University of Texas MD Anderson Cancer Center. Should you receive a rare or advanced cancer diagnosis, we can coordinate your care with an appropriate cancer center or treatment program that offers the best outcome for your personal situation.

Kelsey-Seybold Clinic provides comprehensive primary care and specialty care. You have access to more than 850 physicians with expertise in more than 65 medical specialties. You may see any Kelsey-Seybold physician or specialist at any Kelsey-Seybold location — no referral required. Kelsey-Seybold offers board-certified physicians trained in Family Medicine, Internal Medicine, and medical specialties, including Cardiology, Obstetrics and Gynecology (OB/GYN), Ear, Nose, and Throat (ENT), Endocrinology, Gastroenterology, Urology, Orthopedics and Sports Medicine, Dermatology, Rheumatology, Allergy and Immunology, Pediatrics, General Surgery, Reconstructive Breast Surgery, and many others.

Yes, urgent care locations in the Greater Houston area are available to you through the UnitedHealthcare Choice Plus network.

It is important to get the care you need when you need it. Kelsey-Seybold offers resources to help guide you to the right care for you and your family. Our After-Hours services include: The reassurance of our After-Hours Nurse Hotline at 713-442-0427. Call our After-Hours Nurse after regular office hours, on weekends, and on holidays. A Kelsey-Seybold nurse will answer your questions, page your physician if necessary, and schedule needed appointments. If a situation seems life threatening, take immediate action and call 911.

Saturday sick-care appointments for children and adults are available from 9 a.m. to 2 p.m. at Kelsey-Seybold's Clear Lake Clinic (Bay Area Campus), Tanglewood Clinic near the Galleria, North Houston Campus in the FM 1960 area, and Fort Bend Campus in Sugar Land. Call our 24-hour Contact Center at 713-442-0427 after 5 p.m. on Friday or Saturday morning for a Saturday appointment.

Saturday pediatric appointments are available at our Katy Clinic. Whether your child needs a physical or is a little under the weather, call our 24-hour Contact Center at 713-442-KIDS (5437) to schedule an appointment or go to AppointmentsNOW to schedule online.

Emergency Room (ER) services are described in your plan document. These include medical, psychiatric, surgical, hospital, and elated testing and healthcare services, such as ambulance service, which are required to treat a sudden, unexpected onset of a bodily injury or serious sickness. Examples of emergency situations include uncontrolled bleeding, seizures or loss of consciousness, shortness of breath, chest pains or severe squeezing sensations in the chest, suspected overdose of medication, or poisoning and sudden paralysis or slurred speech.

You can fill prescriptions at the pharmacy of your choice participating in your prescription benefit plan. You can also get prescriptions filled on-site at many Kelsey-Seybold locations. Learn more about our 23 Kelsey Pharmacy locations and how you can pick up your prescription right where you see your doctor. View a list of our Houston-area pharmacies.

Our service area includes Brazoria, Fort Bend, Galveston, Harris, and Montgomery counties. View our Service Area Map.

No. Each member will be issued a unique identification number.

Generally, your dependent children are eligible to be on the plan until their 26th birthday.

When you enroll in MyKelseyOnline.com, you can email your doctor’s office and get replies to your healthcare questions. You’ll directly schedule appointments with your primary care physician and an ever-expanding list of specialty care physicians and providers, including endocrinologists, rheumatologists, obstetricians and gynecologists, dietitians, and diabetes educators.

Your primary care physician is your personal physician who will coordinate your healthcare to help you achieve good health. We invite you to review our primary care physician bios. You can search by Family Medicine, Internal Medicine, or Pediatrics to find a primary care physician who is right for you. Many of our video bios explain the physician's philosophy of care.

Call our 24/7 Contact Center at 713-442-0000 at any time. You can also request and schedule appointments online through MyKelseyOnline.com, your secure online connection to your Kelsey-Seybold physicians. To schedule a pediatric appointment, call 713-442-KIDS (5437) or schedule online with AppointmentsNOW.

For your first visit, we suggest bringing:

• A list of your current medications. Bring your prescription bottles or a written list. If you bring in a list of your medications, be sure to include the name of the medication, dosage, and the pharmacy where last filled.
• Previous medical records. There are two ways to have your records transferred to Kelsey-Seybold.
  • First, you have the right to request a copy of your medical records from your previous physician(s). You may do so and bring the records to your first Kelsey-Seybold appointment. (Note: You may be asked to pay for copies of your records.) For pediatric patients, parents should bring a copy of their child's shot records to the first appointment.
  • Second, a Kelsey-Seybold physician can request your medical records from your previous physician(s). Download Kelsey-Seybold's Authorization for Release of Healthcare Information form. Please complete this form, sign it, and bring to your first appointment. (Note: There is no charge for physician-requested records.) 

When choosing a primary care physician, you can view biographies and video profiles, search for physicians by specialty at Kelsey-Seybold.com, or call the Kelsey-Seybold Contact Center for assistance, available 24/7 at 713-442-0000. Our goal is to help you make your own choice of a primary care physician. We do not assign a physician to you.

Kelsey-Seybold Clinic offers 24 locations throughout the Greater Houston area. Get detailed information and driving instructions to a Kelsey-Seybold location.