Frequently Asked Questions
What's the legal name of Cloudwell Health?
We Prescribe will continue to be the parent company name for revenue cycle and compliance purposes.
How do I sign up for CloudWell Health or activate my CloudWell Health account?
When can I start using CloudWell Health services?
Do I need to make a separate account for my child? If so, how do I do that?
Can I get a copy of my medical records?
How do I update/edit my personal information?
Do I need an appointment?
How do I refill a prescription from a CloudWell Health provider?
What will happen after I schedule a visit?
Can CloudWell Health providers send prescriptions to Canadian, online, or mail-order pharmacies?
***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?
Will my primary care provider (PCP) be notified about my WePrescribe visit?
I live in New York, but am vacationing in Hawaii. Where should I request my medical visit?
Do I have to upload an image?
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.
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.
Will I receive a bill from my insurance company for the care I receive through Cloudwell Health?
Although we offer a $0 co pay, depending on your insurance plan and associated deductible, you may incur fees associated with the care you receive through Cloudwell Health.
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.
Does my insurance cover CloudWell Health Services?
What if I don't have insurance?
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.
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.
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]dwellhealth.com.
How much does a consultation cost?
Please see our Insurance & Pricing page for more information regarding consultation fees.
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.