Frequently Asked Questions

What's the legal name of Cloudwell Health?
Cloudwell Health is the new name for the company, which was previously known as We Prescribe. This is the new name derived from an overall rebranding and enhancement of services that are now being provided to customers.

We Prescribe will continue to be the parent company name for revenue cycle and compliance purposes.

Accounts/Registration

How do I sign up for CloudWell Health or activate my CloudWell Health account?
Creating an account is simple! Click HERE to register for a free CloudWell Health account. Once completed you’ll be able to utilize our services immediately.
When can I start using CloudWell Health services?
You can start using CloudWell Health immediately after creating your account. You can book an appointment within minutes.
Do I need to make a separate account for my child? If so, how do I do that?
Yes. Currently, CloudWell Health does not allow multiple patients to receive medical care under the same account. The process would simply be the same as creating an account for yourself, however, this will require a separate email account. Please remember to enter your child’s information only.
Can I get a copy of my medical records?
Yes, simply log into your patient portal to view and download your medical records in PDF format.
How do I update/edit my personal information?
For the safety and security of your account and personal information, you will need to contact our Clinical Coordinators to update any requested information. You can reach our staff by calling 808-400-1707 or through email at [email protected].

Appointment/Consultation

Do I need an appointment?
Yes. In order to see a physician you need to reserve an appointment. To book an appointment, simply register your patient account and fill out the standard questionnaire. Your request will be reviewed immediately and you will be contacted once your appointment has been secured and confirmed.
How do I refill a prescription from a CloudWell Health provider?
All prescription refills will require an appointment with a CloudWell Health Provider. Please click HERE to book an appointment.
What will happen after I schedule a visit?
After you have scheduled your appointment, you will receive a confirmation email. A clinical coordinator will also call you to confirm your appointment and provide instructions regarding the consultation.
Can CloudWell Health providers send prescriptions to Canadian, online, or mail-order pharmacies?
CloudWell Health providers are authorized to call in/electronically send presciptions to verified pharmacies within the state of Hawaii. This includes mail-order pharmacies. We are unable to send prescriptions to pharmacies out of state.

***During the COVID-19 pandemic, our Clinicians will be able to service patients anywhere in the U.S.***

How can you diagnose me without seeing me in person?
At CloudWell Health, our providers use the latest research and evidence-based medicine to treat only conditions safe for virtual care. During your consultation, they will ask questions about your symptoms and medical history to help diagnose and safely treat your condition. If needed, they will also request that you upload any pertinent pictures to your CloudWell Health Patient Portal.
Will my primary care provider (PCP) be notified about my WePrescribe visit?
We will not share information about your visit to your PCP unless requested.
I live in New York, but am vacationing in Hawaii. Where should I request my medical visit?
As we are a telehealth service, we are able to provide medical care regardless of your location in Hawaii. Simply book a virtual appointment online and speak with a doctor for the medical help you’re seeking.
Do I have to upload an image?
Yes. Besides uploading a copy of your photo ID and insurance card, we also ask that you upload any other images that would be helpful for the provider (e.g. pictures of affected area(s) for a skin condition or prescription bottle for Rx Refill.

To upload a picture simply go to the chat message section on your patient portal and click on “File” to upload an image.

Who is on the CloudWell Health clinical team?

The names and details of our physicians and Advanced Practice Registered Nurses (APRNs) are listed on our website. Meet the team and read more about our medical providers by going to “Who We Are“.

We always provide the name of the medical professional who cared for you – if you want to check their credentials, you can contact your local state medical board or nursing board.

Federation of State Medical Boards
National Council of State Boards of Nursing

Can you share my test results with my doctor?

Yes, we can forward your test results and any other related medical notes to your primary care physician upon request.

Why do I need a follow-up appointment just to review lab results?

Follow-up appointments are necessary to review any diagnostic studies to understand any pertinent findings with a CloudWell Health Physician and to create a personalized care plan as appropriate.

What is Fast Track?

For qualifying members, we can assist patients with time-senstive medical needs. CloudWell Health Clinicians can order appropriate labs/imaging diagnostics and directly refer to a Specialist if necessary.

Who is eligible for Fast Track Referral Program?

This is dependent on patient’s current health insurance and whether or not the insurance plan will cover these services. Give us a call to find out if you qualify for the Fast Track Program through your insurance.

What specialists can I be referred to?

CloudWell Health has an extensive network of Specialists including: Gastroenterology, OBGYN, Neurology, ENT, Orthopedic, Ophthalmology, Physical Therapy, and Pediatrics.

What is the Wellness Program?

This is a service CloudWell Health offers to qualified members to promote improved health and wellness equipped with a team of Health Coaches, vital monitoring, and routine check-ups with a Clinician. This program is especially helpful for patients struggling with chornic diseases such as high blood pressure or diabetes. Give us a call to see if you qualify!

Can CloudWell Health providers order lab tests?

Yes. There are a number of different types of lab tests that our team may order for you. For example, a urine analysis, blood test, and basic visual scans.

What do I do if the prescription was not received by the pharmacy?

If your pharmacy states they have not received a prescription from us, please call us at 808-400-1707 and we will contact your pharmacy to confirm the prescription and provide any additional information that might be required to fill your prescription.

Conditions

Do you offer any psychiatric services?

Yes. Our team of Clinical Psychologist/Therapists are available to provide counseling sessions online to help with your emotional and mental well-being. Click here to easily book an appointment and speak with a Licensed Professional within minutes.

My condition isn't listed on your page. Can I still be seen?

Yes. Our clinicians are equipped to treat a variety of medical conditions. Even if you don’t see the particular condition that you are need help with, you can still easily book an appointment simply by providing a few details regarding the medical care you are seeking.

What are the most common conditions you treat?

Our clinicians are trained to treat a wide range of conditions. We commonly treat urinary tract infections, ED, and prescription refills. For a list of the conditions we DO treat, please click here.

Can CloudWell handle emergency situations?

No. As much as we would like to help everyone in need, online consultation is not ideal for complex ailments and cases. If our team feels you would be better served by a face-to-face appointment we will guide you to seek the appropriate care. If you have a serious illness, accident, or life-threatening symptoms, call 911 or go to the nearest emergency room.

Why doesn't CloudWell Health prescribe narcotics, controlled substances or certain other drugs?

Due to the nature of telemedicine, CloudWell Health providers cannot continuously monitor or provide an in-person assessment. As controlled substances have the potential for addiction, they must be carefully monitored by a specialist.

Do you treat children?

Yes, CloudWell Health can treat infants, children, and adolescents for a variety of conditions. You’ll find the full list on our website.

Can CloudWell Health help with the Coronavirus?

Yes, book an appointment with CloudWell Health to determine if you are at risk for the Coronavirus and if you need to be tested. You can do this from the comfort of your own home to avoid increasing your risk of exposure to Coronavirus. If you need to get tested for Coronavirus, we will schedule an appointment for you at your nearest available testing location.

Where can I go to get tested for COVID-19?

Depending on your island/location we can make arrangements for you at any available COVID-19 testing sites nearest you.

How quickly will I get my COVID-19 test results?

On average, it takes about 24-48 hours for patients to receive their test results. CloudWell Health will contact you when your test results become available. You will need to book another appointment with CloudWell Health to review the test results with a doctor.

I have neuropathy in my feet and my doctor can't see me till tomorrow. Can you help me refill my prescription ASAP?

Yes. Please visit our website and complete a brief questionnaire to book an appointment. Our medical team will review your questionnaire and then determine if it is appropriate to fill. Our company policy states that we cannot fill any controlled substances.

If my condition cannot be treated through CloudWell Health, can I still discuss it with a provider?

Yes. Our providers are able to offer valuable medical advice to help you work through your treatment options.

Can I have a note for work or school?

Yes. To receive a sick note for work or school, complete the questionnaire and mention that you are in need of a sick note. Please also be sure to ask the provider for a note during the consultation.

Do you do physical exams?

No. Due to the nature of telemedicine, our providers are unable to conduct the necessary checks required in a physical exam.

Insurance

Does my insurance cover CloudWell Health Services?
It depends. As each medical insurance plan is different, your consult may be fully, partially, or not covered at all. We understand that during the COVID pandemic many are facing financial hardships. To help our patients, CloudWell Health will be temporarily waiving all co-payments at this time. However, please be aware that the cost of any prescribed medication is separate (insurance may be used when you pick up prescriptions from the pharmacy). If you opt for home delivery there might be an extra charge, but that is usually free as well. To check if your insurance will cover your consultation, please call (808) 400-1707 and speak with one of our Clinical Coordinators.
What if I don't have insurance?
It depends. As each medical insurance plan is different, your consult may be fully, partially, or not covered at all. We understand that during the COVID pandemic many are facing financial hardships. To help our patients, CloudWell Health will be temporarily waiving all co-payments at this time. However, please be aware that the cost of any prescribed medication is separate (insurance may be used when you pick up prescriptions from the pharmacy). If you opt for home delivery there might be an extra charge, but that is usually free as well. To check if your insurance will cover your consultation, please call (808) 400-1707 and speak with one of our Clinical Coordinators.
My health insurance covered my visit, so why am I receiving a bill?

Although your health insurance has covered your visit and despite the temporarily waived co-payments, you may still receive a bill. Unfortunately, health insurance will not cover any taxes associated with the visit. If you are still having trouble understanding your bill please give us a call at 808-400-1707.

IT

Can CloudWell Health be accessed on mobile devices?

Yes. CloudWell Health can be accessed on most mobile devices with an Internet connection. Please use the browser that best suits your mobile device (e.g. Safari for iPhones and Google Chrome for Androids).

Do I need Wifi to use your service?

Although not required, we recommend that you use wifi for the best possible experience. As long as your connection is 4G or LTE, then you should be fine. If switching between WIFI and 4G/LTE it may be helpful to refresh the page.

Payment

What payment methods do you accept?

We accept the following payment options: American Express, Discover, Mastercard, Visa, Paypal, JCB, and Union Pay.

We also accept flex spending accounts and health spending account cards as a form of payment.

Can I use an HSA or FSA to cover my visits or membership?

Yes. There are two ways in which you may use HSA (Health Savings Account) / FSA (Flexible Spending Account) funds to cover your CloudWell Health consult or membership:

1. If you have your HSA/FSA connected to a card, you may enter that card information as your payment method on file.
2. If you need to submit a receipt for reimbursement, you may request an itemized receipt by emailing us at [email protected].

How much does a consultation cost?

Please see our Insurance & Pricing page for more information regarding consultation fees.

Policies

What are your policies regarding appointment cancellations and no-shows?

You may cancel your appointment up to 24 hours in advance. Same day cancellations and no shows will result in a $30.00 fee.

Cloudwell Health was previously known as, “We Prescribe” but now is “Cloudwell Health” with a recent rebranding and enhancement of services offered.