Frequently Asked Questions
General FAQ
Transhealth is located at 10 Main St. in Florence, MA 01062.
Transhealth is located at 10 Main St. in Florence, MA 01062 in an old brick building on the corner of Main and Chestnut Streets. Free parking is available in the lot off of Chestnut St. Transhealth is accessible via elevator. A PVTA bus stop is located on Main Street within close walking distance on the R44a and R44b bus routes.
Transhealth’s Hours are Monday, Tuesday, Wednesday and Friday 8:30am – 5:00pm, and Thursdays from 12noon – 5:00pm.
Our Community Room and free Community Closet drop-in hours are Monday-Wednesday as well as Friday from 10am to 12pm and 2pm to 4pm. Check our calendar for schedule changes and closures. You can also schedule an appointment to visit our community closet by emailing thcommunity@transhealth.org.
If you are a new patient to Transhealth, please start the new patient registration process – this will allow us to schedule a time to speak with you and fully register you in our system.
We offer services to all ages across the lifespan.
Transhealth is accessible via elevator and has signage with braille. If you need disability accommodations, please let us know during new patient registration.
All are welcome, but we do specialize in providing gender-affirming care.
Your privacy and the privacy of your health information are very important to us, and we invite you to review our Notice of Privacy Practices.
The Patient Portal is our secure online health records system that gives you more flexibility and direct access to your health care information. It is accessible on the internet via your computer, and as an app for your smartphone or tablet. The more you know about your health care, the greater our partnership can be.
Your health record belongs to you. You have the right to access it, submit amendments to it, and to indicate if anyone else should have access. It is important that you become familiar with your health record, because it will help you track your health and make educated decisions about your wellness. You have 24/7 access to your online health record through the Patient Gateway.
Transhealth accepts most health insurance plans, including Medicare and Medicaid. Please note that all health plans are independent of Transhealth and we may not accept every product from an insurance company.
If you have questions about whether or not your health insurance plan is accepted by Transhealth, or you have questions about your individual insurance plan benefits, coverage, referral requirements, and co-pay, please contact your insurance company directly at the member services number on your health insurance card.
No problem! You can keep your current primary care provider and just see us for hormone care.
No problem! You can schedule a single appointment with a provider, mental health provider, or both.
Contact FAQ
New Patient: If you are a new patient to Transhealth, please start the new patient registration process – this will allow us to schedule a time to speak with you and fully register you in our system.
Returning Patient: Call us at 413-341-9400
We invite you to fill out our Feedback Form.
If you need to fax something to our Primary Care Team, the fax number is: 413-341-9421
If you need to fax something to our Mental Health Team, the fax number is: 413-727-3279
Main Email Address: info@transhealth.org
Community Team Email Address: thcommunity@transhealth.org
Media Inquiries: media@transhealth.org
Primary Care FAQ
Plan for a one hour initial intake appointment.
Your primary care provider and clinical technician, and perhaps one of our nurses.
The best way to contact your provider for non-urgent questions is to message them through the Patient Portal. You should expect a reply within 1-3 days.
If you require immediate urgent care, please contact our office at 413-341-9400, contact 9-1-1, or go to your nearest Emergency Room. Patient Gateway messaging should not be used if you require urgent care.
*Urgent health concerns are considered serious and require emergency care. If not treated immediately they could result in disability or death.
Mental Health FAQ
At Transhealth we offer therapy for individuals, families, and partners or couple relationships as well as assessments for surgery letters for medical transition steps. We also offer psychiatric medication prescription and management, and Autism Spectrum Disorder (ASD) evaluations.
Yes! If you are a new patient to Transhealth, please start the new patient registration process – this will allow us to schedule a time to speak with you and fully register you in our system.
We currently offer therapy in various forms including long-term therapy, short-term therapy, couples therapy, family therapy, EMDR, and trauma therapy. At this time we accept therapy referrals only from Transhealth’s primary care providers and psychiatric prescribers. If you are a new patient to Transhealth, please start the new patient registration process – this will allow us to schedule a time to speak with you and fully register you in our system.
Yes! We regularly offer hybrid and virtual groups. Please see our Events Calendar to see our current group offerings.
Yes. We offer both in-person and virtual mental health services.
No problem! You can schedule an appointment with a clinical provider, mental health provider, or both. If you are a new patient to Transhealth, please start the new patient registration process– this will allow us to schedule a time to speak with you and fully register you in our system.
Transhealth offers individual, family, and partners or couples therapy. Just let our Patient Services Team know what you need.
We are happy to meet with you to collaborate on a letter for surgery. If you are a new patient to Transhealth, please start the new patient registration process – this will allow us to schedule a time to speak with you and fully register you in our system.
Visiting Expectations FAQ
If you are a new patient to Transhealth, please start the new patient registration process – this will allow us to schedule a time to speak with you and fully register you in our system.
If you have been seen previously at Transhealth, please call 413-341-9400 so we can schedule an appointment for you or reach out through the Patient Portal for non-urgent questions.
If you have to cancel an appointment, it is important to call us at 413-341-9400 at least 48 hours in advance. Transhealth may choose not to see those who repeatedly cancel appointments without notice.
Insurance: Transhealth accepts most health insurance plans, including Medicare and Medicaid. Please note that all health plans are independent of Transhealth and we may not accept every product from an insurance company.
If you have questions about whether or not your health insurance plan is accepted by Transhealth, or you have questions about your individual insurance plan benefits, coverage, referral requirements, and co-pay, please contact your insurance company directly at the member services number on your health insurance card.
Requesting Past Medical Records: If you are a new patient, please request your past medical records from your previous physician by completing the “Release of Medical Records” under “Health Tools” in the Patient Portal.
For your first appointment, you will need to bring the following: A valid government-issued driver’s license or other photo identification; Your Insurance card; Your copay (if you have one)
Medication Refills FAQ
Prescription refills require close monitoring by your primary care provider to ensure the safe continuation of the appropriate dose and frequency of the medication. Please be sure to contact your pharmacy to see if you have any refills available before reaching out to your provider through the Patient Portal to request a refill. Refill requests through the Patient Portal take up to 72 hours to process. If you need to be seen by a provider before they can write a new prescription for you, be sure to schedule your next appointment in advance and with adequate time to receive your refill. Visit our Frequently Asked Questions about Medication Refills for a deeper dive.
Telehealth FAQ
Primary care appointments may be conducted either in-person or virtually, depending on the nature of the visit.
Patients are able to access virtual or in-person mental health services.
Community FAQ
Yes! We have a beautiful community room that is open to patients and the wider trans and gender-diverse community. We offer free clothes and gender-affirming apparel from our Community Closet, LGBTQ resources and navigation services, video games, a library, a laptop with internet access for research, work, or job searches, and a safe space for trans and gender-diverse folks to hang out.
Our Community Room and free Community Closet drop-in hours are Monday-Wednesday as well as Friday from 10am to 12pm and 2pm to 4pm. Check our Events Calendar for schedule changes and closures. You can also schedule an appointment to visit our community closet by emailing thcommunity@transhealth.org.
Yes! We have a free community closet that features clothing, winter materials, shoes, cosmetics, accessories, and other gender-affirming apparel and supplies, all free of charge. It’s open Monday, Tuesday, Wednesday, and Friday from 10am to 12pm and 2pm to 4pm. Or by appointment by emailing thcommunity@transhealth.org. Transhealth patients and clients as well as trans and gender-diverse community members are welcome! Check our Events Calendar for schedule changes and closures.
Yes! Visit our Events Calendar for more information.
Yes! Visit our Events Calendar for more information.
Unfortunately, we are unable to accept new volunteers at this time, but please check back for updates.