Patient Help Center

Need an appointment, a refill, your records, or help with a bill? Find what you need below. Most things can be done online or with one phone call.

Emergency? Call 911.

For chest pain, trouble breathing, a suspected overdose, or if someone may be hurt, call 911. If you are in crisis, call or text 988, the Suicide & Crisis Lifeline. It is free and open 24/7.

How our phone line works

Call (606) 225-8200. One number reaches all four clinics: Ashland, Grayson, Morehead and Vanceburg.

• Our automated receptionist will ask why you are calling. Say a few words, like “prescription refill.” Below, you’ll see what to say for each task.
• To talk to a person, say “speak to someone in person.” If no one is free, we will call you back at the number you give.
• You only need to leave one message. Every message is recorded, tracked, and sent to the right staff member.
• Staff may text a reply to your phone if you’d like. These messages are private and kept in your medical record.
• Please use the phone or the patient portal to reach us. Facebook and texting staff directly are not private and can’t be used for your care.

Appointments

Make a first appointment or a follow-up

Book online with Phreesia, or call (606) 225-8200 and say “schedule an appointment.”

Reschedule or cancel

Use Phreesia, or call and say “reschedule or cancel appointment.” Please give at least 48 hours’ notice. If you cancel or reschedule less than 48 hours before your visit, it counts as a no-show.

Same-day or sick visit

First, check for an open time in online booking. If you can’t find a day and time that works, call (606) 225-8200 and say “schedule an appointment.”

Fill out paperwork and check in

After you book, we’ll text you a link to pre-register. You can also fill it out on an iPad when you arrive. Two days before your visit, we’ll text you a link to confirm. Once you confirm, you’re checked in. Just arrive on time.

Get a ride to your appointment

For a ride from Fresh Start, call (606) 225-8200 and say “schedule transportation.”

Change providers or clinics

Book with the provider you want using Phreesia, or call and say “schedule an appointment.”

Medicines

Refill a medicine

Send a request in the patient portal, or call (606) 225-8200 and say “prescription refill.”

Refill buprenorphine or another controlled medicine

Send a request in the patient portal, or call and say “prescription refill.” Controlled medicines must be taken exactly as prescribed. We cannot give early refills or replace lost medicine.

Change your pharmacy

Call (606) 225-8200 and say “change my pharmacy.”

Pharmacy says a medicine isn’t covered, or needs prior authorization

Call and say “speak to a nurse.”

Help paying for a medicine

Call and say “speak to a nurse.”

Records, results and forms

Get a copy of your medical records

Go to AskForRecords.com/FreshStart and follow the steps.

Send records to another doctor, or get records from your old doctor

To send your records out, use AskForRecords.com/FreshStart. To get records to us, have your other office fax them to (888) 606-7354.

Lab or test results, or a referral to a specialist

Call (606) 225-8200 and say “speak to a nurse.”

Get a form filled out (FMLA, disability, work or school)

Fax the form to (888) 606-7354, or bring it to the clinic where you are seen.

Get a letter for court, probation, work or social services

Send a request through the patient portal. Tell us what the letter is for and where it should be sent.

School or sports physical

Book a visit with one of our primary care providers using Phreesia, or call and say “schedule an appointment.”

Reaching your care team

Ask your provider or nurse a question

Send a message in the patient portal, or call (606) 225-8200 and say “speak to a nurse.”

Reach your counselor, case manager or peer support

Call and say “speak to front desk.”

Urgent problem after hours

Call our main number, (606) 225-8200, and follow the prompts. For an emergency, call 911. If you are in crisis, call or text 988. Prescription refills are not urgent. Please wait until we’re open.

Update your address, phone or emergency contact

Call and say “update my information.”

Using the patient portal

The portal is at health.healow.com/FreshStartHCs.

Got an email from us called “Patient Portal Access Information”?

1. Open it and tap Set Up Portal Account. (If you see red X boxes, tap “download images” at the top of the email first.)
2. Pick your phone number and choose a text or a call to get a code.
3. Enter the code and tap Verify.
4. Create your password.
5. Agree to the two consent forms. You’ll see your portal home page.

No email? Sign up yourself.

1. On the portal login page, tap Enroll Now at the bottom.
2. Fill in your information and tap Next (not Submit).
3. Create your password and agree to the consent forms.

Forgot your password?

Choose to log in using your mobile phone. Enter your information, and we’ll text you a one-time code. Tap “Yes, save it” if you want to skip the code next time on that device. Still stuck? Call (606) 225-8200.

Insurance and billing

Update your insurance

Use the pre-registration link we text before your visit, update it when you arrive, or call and say “update insurance information.”

Pay a bill

Pay online with the button below; you will enter your payment on our secure Phreesia payment page. We also send your statement by text message or to your patient portal, and you can pay by replying to that message and following the steps.

Make a Payment

Ask a billing question, dispute a charge, or get a Good Faith Estimate

Call (606) 225-8200 and say “billing question.”

Apply for the sliding fee discount

See the receptionist at your clinic, or call and say “insurance help.”

Get help signing up for Medicaid or other coverage

Call kynect at 1-855-459-6328, or visit your local DCBS (Department for Community Based Services) office.

Other help

Jobs, housing, food and Workforce Wednesdays

Call (606) 225-8200 and say “speak to a Case Manager.”

Your privacy matters. Please don’t send health information by regular email or through our website contact form. Use the patient portal, Phreesia, or call us.