Frequently Asked Questions
Answers to some of the most FAQ’s to help you feel more prepared
Help Center
Absolutely. Every consultation is conducted by a licensed physician authorized to provide care in the state where you are located during your appointment.
Our physicians take time to listen, understand your concerns, and recommend a treatment plan tailored to your needs.
Whether you need urgent care, medication refills, or addiction treatment, we are here to provide compassionate, judgment-free care from the comfort of home.
We make quality healthcare as convenient and accessible as possible.
The Family MD provides telehealth services for a variety of medical needs, including:
- Urgent care for common illnesses and medical concerns
- Medication refills when medically appropriate
- Doctor's notes for work or school
- Medication-Assisted Treatment (MAT) for opioid use disorder
- Treatment for dependence involving substances such as kratom, 7-OH, tianeptine, and other opioid-like substances
Our goal is to help you receive compassionate, accessible care without unnecessary trips to a doctor’s office.
We believe quality healthcare should be affordable, convenient, and transparent.
Our self-pay visit prices are:
- Urgent Care Visits: $69
- Addiction Treatment Visits: $89
There are no hidden consultation fees, and insurance is not required.
When medically appropriate, prescriptions and simple doctor’s notes are included in the consultation fee. Medication costs and pharmacy charges are separate.
More detailed employment, occupational, or third-party medical forms require a $50 administrative fee, unless otherwise required by law.
The Family MD is a self-pay practice, helping us keep the consultation process simple and transparent.
We do not bill insurance for your visit, so there are no insurance approvals required for the consultation.
You may still be able to use your pharmacy insurance benefits toward prescribed medications, depending on your coverage.
Upon request, we can provide documentation of your visit if you wish to seek reimbursement from your insurer. Reimbursement is not guaranteed.
Absolutely. Your privacy matters to us.
We want you to feel comfortable discussing your health concerns, including sensitive conditions.
Our team strives to provide a respectful, welcoming, judgment-free environment.
We use appropriate safeguards for your personal and medical information and follow applicable federal and state privacy requirements.
Your privacy is a priority throughout your care.
Pharmacy Issues
We’re sorry for the inconvenience. We’re happy to help.
When prescribed, medications are generally sent electronically to your chosen pharmacy after your visit.
Pharmacies sometimes need additional time to receive or process prescriptions.
If your pharmacy cannot locate your prescription, please
call or
text us at 516-390-3553
(texting usually gets a faster response). We’ll be happy to look into it.
We recommend confirming that your medication is ready before traveling to the pharmacy.
We know pharmacy delays can be frustrating, especially when you need your medication.
If your pharmacy is unable to fill your prescription, please ask the pharmacist for the specific reason.
Common issues include medication availability, insurance requirements, or the need for additional information.
Once you have those details, call or text us at 516-390-3553
(texting usually gets a faster response).
We’ll do our best to help. Please remember that the pharmacy makes the final dispensing decision in accordance with its policies and applicable regulations.
We understand how important it is to avoid interruptions in treatment.
If your pharmacy is out of stock, please contact nearby pharmacies to ask about availability.
Once you find a pharmacy that can fill your prescription, call or text us at 516-390-3553 (texting usually gets a faster response). Include the pharmacy’s name, address, and phone number.
We’ll review your request and help whenever possible.
Any prescription change requires physician approval and must comply with applicable regulations. Processing times may vary.
We understand that unexpected pharmacy issues can happen.
To help prevent delays, please choose your preferred pharmacy carefully before your appointment.
If your pharmacy cannot fill your prescription because of a shortage, closure, or another issue, please contact us.
We’ll review the situation and do our best to help when a change is clinically appropriate and legally permitted.
Changes involving controlled medications are subject to physician discretion and applicable rules.
Appointment Issues
Scheduling with The Family MD is simple.
Click “Schedule Now” on our website and follow these steps:
Complete the booking process in this order:
- Choose your state — Select the state where you will be physically located during your appointment.
- Select your service — Choose the type of care you need.
- Pick a date and time — Select an available appointment.
- Enter your information — Provide your contact details and any other required information.
- Complete payment — Pay securely to confirm your appointment.
You’ll receive a confirmation with your appointment details and any forms to complete before your visit.
We look forward to caring for you.
Need help scheduling? Call or text us at
516-390-3553
(texting usually gets a faster response).
We look forward to speaking with you.
Your confirmation message will include your appointment details.
Phone visits: Your physician will call the number you provided when booking. Keep your phone nearby and make sure you can receive calls.
Video visits: Use the secure appointment link in your confirmation or reminder.
Please complete all required intake and consent forms before your visit.
Need help? Call or text us at
516-390-3553
(texting usually gets a faster response).
After scheduling your appointment, you should receive a confirmation by email or text. Please check your spam or junk folder and make sure the contact information you entered is correct.
If you still haven't received confirmation, call or text us at 516-390-3553 (texting is often faster), and we'll be happy to help.
Your appointment link is typically sent to the email address or phone number you provided when scheduling.
If you cannot find it, please check your email, spam folder, and text messages. If it's still missing, call or text 516-390-3553, and our team can help you access your appointment.
Occasionally, appointments may run a few minutes behind when a provider needs additional time with another patient.
Please remain available and keep your phone nearby. If your provider hasn't joined after 10 minutes, call or text our office so we can check on your appointment.
Yes! We offer telehealth visits by phone or video, depending on the type of appointment and applicable requirements.
You don't need to travel to an office or download a special app.
Please avoid booking or paying for another appointment until we've checked your original reservation.
Call or text 516-390-3553 with your name, payment confirmation, and the approximate time you booked. We'll help verify your appointment.
Cancellations, Rescheduling, & Refunds
We understand that plans can change.
If you need to cancel or reschedule, we’re happy to help.
Please make changes at least four hours before your appointment to avoid a cancellation fee.
- 4 hours or more before your appointment: No cancellation fee.
- Less than 4 hours before your appointment: A $35 cancellation fee applies.
- Missed appointments: A $35 no-show fee applies.
If a refund is due, we’ll return the eligible balance to your original payment method.
Appointment credits are not offered.
Thank you for helping us keep appointments available for patients who need care.
Need assistance? Call or text us at 516-390-3553 (texting usually gets a faster response).
We want our cancellation and refund policies to be clear and fair.
The following terms apply to booked appointments:
Please review these details before scheduling:
- Cancellation at least 4 hours before your appointment: Full refund.
- Cancellation less than 4 hours before your appointment: A $35 cancellation fee applies, and the remaining balance is refunded.
- Missed appointment: A $35 no-show fee applies, and the remaining balance is refunded.
- Appointment booked in an incorrect state: A $35 administrative fee applies, and the remaining balance is refunded.
- Duplicate appointment booking: A $35 administrative fee applies, and the remaining balance is refunded.
Completed consultations: Once a consultation has taken place, the visit fee is generally nonrefundable.
The visit fee covers physician time, medical evaluation, and treatment recommendations. Prescriptions are provided only when medically appropriate and are not guaranteed.
Eligible refunds are issued to the original payment method. We do not offer appointment credits.
Thank you for understanding and for choosing The Family MD.
We’re happy to help with billing questions and refund requests.
Call or text us at 516-390-3553 (texting usually gets a faster response). Our team will review your request under our cancellation and refund policy.
If approved, your refund will be issued to the original payment method.
Please allow 2–5 business days for the refund to appear, depending on your bank or card provider.
If you have any questions, please reach out—we’re here to help.
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.
Patient Portal
We’ve made a step-by-step video tutorial to guide you through the process. Please click the link below to watch:
https://www.youtube.com/watch?v=3d3h1EFkOaE
If you continue to have trouble, feel free to reach out to our team and we’ll be happy to assist you.
Accessing your appointment information is easy.
After scheduling, you’ll receive instructions for reviewing your appointment details and completing any required forms.
If you have difficulty accessing that information, we’re here to help.
Call or text us at 516-390-3553 (texting usually gets a faster response), and a member of our team will assist you.