Frequently Asked Questions
Answers to some of the most FAQ’s to help you feel more prepared
Help Center
Yes, your virtual consultation will be with a real, Board Certified doctor. We guarantee that your doctor will be licensed in your state and have an X- waiver, which are both required to see and prescribe controlled substances (Suboxone). There are some instances where an in- person visit to a doctor may be more appropriate (emergencies/urgencies) and in those cases we will let you know and also refund any payment that you have made. If you still have any questions, please feel free to reach out to us via phone, text or email.
We provide online urgent care services, medication refill, and doctors notes in addition to providing Medication- Assisted Treatment for opioid dependence. For a full list of what we treat, click here
If you are self- pay (don’t have or don’t want to use insurance), you only pay 69$ a visit, with no hidden fees. If your appointment is for Medication- Assisted Treatment for opioid dependence then that fee is $99.
At this time we are not accepting insurance but are working hard to be able to provide this service in the future. You may be eligible however to have your visit cost reimbursed by your insurance company by submitting an after visit encounter summary (which we can provide). Please check with your insurance company for further details.
We are committed to protecting the privacy and confidentiality of all our patients. We take great measures to ensure we are using the latest technology and follow rigorous guidelines to maintain HIPAA compliance and HITRUST certification.
Pharmacy Issues
All prescriptions are electronically prescribed to the pharmacy and are transmitted almost instantaneously. However please allow up to 2 hours(sometimes longer during peak hours) for the pharmacists to be able to confirm that they’ve received your prescription as there is a checklist for both the doctor and pharmacist (prescription monitoring program checks, background/name check, etc) to complete prior to making a prescription available to you. Therefore if you are prescribed Suboxone, you need to wait at least 2 hours before contacting us and 1 hour for non- controlled substances. If more than that time has elapsed since your visit and you have not received your prescription, please contact us via phone, text, or email.
Sometimes a pharmacist can not fill a prescription because some information may be written incorrectly or missing. The easiest way to resolve this is to ask your pharmacist why they will not fill the prescription and what information may be missing. (Some common examples are: name or dob is written incorrectly, incorrect dosage/frequency of medication, etc). Just reach out to us once you obtain this information and we’ll take care of the rest.
Some pharmacies may not have the medication you are prescribed in stock, or may have a different formulation available than the one you requested. Please speak to the pharmacy and let us know:
-When will the pharmacy have the medication in stock again?
-Address of a new pharmacy you want medication sent to and did you confirm that they
have it available?
Please note that only the doctor that initially evaluated and prescribed your medication will be able to resend the prescription to the new pharmacy. This may take up to 2 days, depending on the availability of the doctor. In some cases, it may be faster to wait until the medication is ordered and in stock again at the initial pharmacy (usually takes 1-2 days)
Can you switch my pharmacy after a prescription is sent? (I found one that is closer, cheaper, more preferable) Generally we do not switch pharmacies to prevent patients from being red- flagged in the prescription monitoring program and statewide database. However, in certain cases, we do allow a one time exception.
Sometimes insurance does not pay for medication for various reasons. The easiest way to resolve this is to ask your pharmacist why and what is needed. Sometimes it is as easy as prescribing generic buprenorphine/naloxone (instead of suboxone) or switching from film to pill form. Other times you may need a prior authorization filled out. If this is the case, please fax us the prior authorization request.
Appointment Issues
First, please check if we are available in your state by clicking here. If we do provide service in your area and you still do not see an available appointment time, please allow us one or two days and re-check as new appointment slots open up on a continuous basis. We are also continually hiring physicians in our most in demand areas to mitigate this issue for high volume states.
Go to the main home page and click “schedule now.” You will be prompted to create a confidential account and can schedule and pay for your appointment instantaneously.
If you booked a phone appointment, your doctor will call you around your appointment time. Please keep your phone on loud and disable any call blocking apps you may have. Due to high volumes, our doctors may run up to 30 minutes behind. In the meantime, please log in to your account and double check that you have provided us with the correct phone number in your account. If you booked a video visit, please log into your account around 5 minutes before your appointment time. You will also receive a link via text and email for your convenience. Once logged in, click on “Visits” to show your upcoming visits and enter the waiting room. You can confirm your appointment date/time by logging in to your account at any time. Also you will receive an email confirmation after booking and a text reminder (on the day of your appointment)
Please note that sometimes the doctor can run up to 30 minutes behind due to high volume/case complexity. Please ensure whether you booked a phone call or video appointment. If you booked a phone visit, please ensure that your phone does not have a call blocking feature/app enabled. If you missed the doctors call, usually they will try again within 20- 30 minutes and prior to the end of their shift.
Generally we allow for patients to change/cancel their appointments up to 4 hours prior to their scheduled appointment time. Simply log in to your account and click on “Visits” in the bottom right corner of the screen. Then click on the visit you would like to change and select the time/date or doctor that better fits your schedule. If you decide to cancel your appointment, a credit will be applied to your account that can be used towards booking a new appointment at a later date. If you cancel your appointment less than 4 hours, a $25 last minute cancellation fee applies. If you missed your appointment, you will receive a credit on your account (usually the same day) minus $25 no show fee. You can use that credit towards rebooking your appointment
Refunds
No Refund: Please note, we cannot provide any refunds in the following cases: – You already picked up your prescription – You already received a doctor’s note Partial Refund: If you miss your appointment or cancel less than 4 hours from your scheduled appointment time, a $25 no show/cancellation fee applies. If you booked an appointment in the wrong state and want a prescription sent to a different state or if you booked a second appointment to get in touch with us instead of reaching out to our care team, then a 40$ fee applies. – Full Refund: All other cases, you are eligible to receive a full refund.
Please reach out to us via phone, text, or email to initiate the refund request. It may take up to 10 days for your payment to be refunded back to your account. This time period is entirely dependent on your bank and type of credit card, and we have no influence on how fast the refund will be credited back to your account.
Doctor’s Note
We generally can write the following note when medically justified: -Return to work/school note (health clearance note) -Documentation of recovery or Fit to fly note (generally clearing patient to travel after either appropriate quarantine or after patient is no longer considered infectious.
This is a doctors note that certifies that your symptoms are improved, you have quarantined the required duraton of time after a positive COVID test, and that you are fever free for over 24 hours. Requirements for this note are: -A positive COVID PCR or Rapid Antigen test within the past 90 days, must be done at an official lab, clinic, or urgent care (we do not accept at home tests) -Patient has quarantined 10 days after they tested positive for COVID -Symptoms are improving and patient is fever free for over 24 hours without fever reducing medications.
Other Questions or Concerns
We work hard to provide our patients with quality care in the best manner possible. We appreciate any positive or negative feedback you may have had about your encounter. Please reach out to us via phone, text, or email and we will ensure that all feedback will be reviewed by our medical directors