HOW TO COMMUNICATE WITH US

Comprehensive Primary Care Membership

REGULAR CLINIC HOURS
Monday - Friday
9:00 AM - 5:00 PM

(except for holidays)

We do not allow "walk-ins” (unscheduled) for visits, refills, or other services. Please always message or call ahead with requests.

NeuCare member,

I am your primary provider for all health issues. I work as a team with our registered nurse (RN), Ashlee Jacobson, who can help you with many problems, including health advice, refills of medications, billing matters, etc. Having a small team provides you with more personal care but creates unique challenges for us. We provide many communication options, but please use them according to these instructions:

Emails: We offer patients general email correspondence regarding non-urgent matters; replies within 24-48 business hours. You should’ve received an email from me & our general (nurse) address with the @neucare.net domain. Our medical record system also sends emails using the domain @atlasmail.md when sending invoices, notices, and attachments (labs, documents, etc.).

!!! HOW TO AVOID OUR EMAILS GOING TO YOUR JUNK/SPAM FOLDER !!!

Text messages: You should have received text messages (SMS) directly from me and the nurse. Each person uses and monitors that phone number respectively. We suggest using this for brief, straightforward questions or requests. We try to reply quickly (1-2 hours) but cannot always do so during regular clinic hours.

  • My direct text line: These messages really do ding my cell phone 24/7. So, please use discretion if after-hours—if non-urgent, I suggest waiting until business hours, emailing, or texting the nurse line.

  • Nurse text line: This is only monitored during business hours.

Phone Calls: All incoming phone calls get routed to a single system 24/7, regardless of which number you call. So, using our public number, 785-727-7760, or my text number works just the same, irrespective of time or day.

  • Regular hours: We try to answer the phone but cannot always do so. Please leave a voicemail. We will generally reply within 1-2 hours. Repeatedly calling to get an answer without leaving a message will not help or speed us up.

  • After hours: When calling, you will be offered two options: 1) Leave a general voicemail to be checked the next business day, or 2) Reach me by cell phone. This will ring my phone 24/7. I will attempt to answer, but you should leave a voicemail if I cannot. I will try to return all calls quickly. However, if you believe the matter to be an actual emergency or life-threatening, call 911 or visit the nearest ER.

Which option to choose?

We find text or email are most efficient for us, but for any given issue, please choose the one that you prefer and is appropriate. Please don’t use multiple channels simultaneously for the same problem or request. We can see all the messages, so trying multiple channels or people won’t speed up your care.

Refilling medications (48-hour notice)

We provided a convenient option for getting prescription meds directly from our clinic. However, we are not a pharmacy and ask a few things:

  • Provide at 48 hours notice. Sometimes, we don’t have a med in stock or need to special order these from our wholesaler.

  • Included the names of all meds requested. “My meds” or “all my meds” is often not enough info as many people take daily and as-needed medications.

  • Use QR code “refill request” on your Rx bottle! This eliminates the need to type very much!

Sincerely,

Jessica Love, APRN