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 9:00am – 5:00pm, and Thursdays from 12noon – 5:00pm.
Our Community Room Drop-in Hours are Monday-Wednesday as well as Friday (Closed Thursday) 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 visit our new patient webpage to learn more about what services are open and how to take the next step.
We offer services to ages 4 and up.
Transhealth is accessible via elevator and has signage with braille. We also have accessible bathrooms. 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 gender-affirming hormone therapy.
Transhealth’s Mental Health team offers low-barrier gender affirming surgery letter appointments. Unlike our other mental health services, you do not need to be a current Transhealth primary care patient to schedule a letter appointment. Letter appointments are booked as one-hour appointments and can be billed to insurance or as a self pay service. Learn more and schedule an appointment.
If you are a Transhealth patient, please schedule an appointment with your medical provider to discuss this further.
Contact FAQ
New Patient: If you are a new patient to Transhealth, please visit our new patient webpage to learn more about what services are open and how to take the next step.
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 Room & Closet: thcommunity@transhealth.org
Media Inquiries: media@transhealth.org
Fundraising: fundraising@transhealth.orgh
Primary Care FAQ
Plan to spend at least one hour in your 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.
Visiting Expectations FAQ
If you are a new patient to Transhealth, please visit our new patient webpage to see which services are open and take the next step.
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 online, depending on the nature of the visit. Note that patients must be physically located within the state of Massachusetts to receive primary care online.
Patients are able to access virtual or in-person mental health services. Note that patients must be physically located within the state of Massachusetts to receive mental health services online.
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, a food pantry, 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.