NeuCare member,

I am your provider for acute health issues related to illnesses and injuries. If you get sick, hurt, or have other concerns, the best way to get ahold of me directly is by text message. You should have received a text message (SMS) from me so use that phone number. It is a “virtual” number that alerts my cell phone 24/7. I will try to reply within 1-2 hours but cannot always do so during regular clinic hours. While I am available in the evening and on weekends, please use discretion if something can wait until morning. If you feel something is very urgent or potentially an emergency late at night, please call this number & follow the instructions so my phone will ring.

Medications from our clinic: If I prescribe or recommend a medication our clinic carries, we can provide that. The nurse will message you when it is ready for pick-up. We can only prepare medications during regular business hours, but we can leave them in our “after-hours” lockbox if you cannot pick them up by 5 PM.

Scheduling clinic visits or lab testing: I will try to manage your issues remotely. However, I may sometimes request a clinic visit with me or my nurse for examination or testing. In this case, I will schedule your visit for a particular time. We can provide same-day or next-day visits for urgent matters. However, we are not an “urgent care” clinic and do not allow walk-in (unscheduled) visits.

Visit & lab fees: There are fees for clinic visits and most types of testing. We will apply those charges to your account for monthly billing/payment or may require payment upfront if the amount exceeds $50.

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 !!!

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 up your care.

• 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?

Given our small team, we find text or email most efficient. However, 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.

Sincerely,

Jessica Love, APRN