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Frequently Asked Questions

General FAQ

Transhealth is conveniently located in Western Massachusetts.

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.

All are welcome, but we do specialize in providing gender-affirming care.

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.

Your privacy and the privacy of your health information are very important to us. We will not disclose your health record information unless you direct us to do so, or unless the law authorizes or compels us to do so. Our staff and providers access patient information only as it is necessary to do their jobs, and are annually trained and tested to the highest standard of patient privacy.

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.

You may view our accepted health insurance plans here

Patient Gateway 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.

We invite you to submit our feedback form.

We do not have a pharmacy on-site at this time.

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.

COVID-19 FAQ

We do not offer COVID-19 testing at this time.

We do not offer the COVID-19 vaccine at this time.

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.

Primary Care FAQ

We ask that you please plan for a one hour initial intake appointment.

We pride ourselves in providing multidisciplinary care including integrating a mental health clinician in all new patient visits alongside a physician. It is done to ensure that our team can hear and understand your questions, concerns, and goals for care.  

Primary Care Provider: This will be your ongoing primary care provider. They will be present throughout the intake appointment.

Mental Health Provider: They will be present for your initial self-introduction and assessment. They will inform you of any services that may be relevant to you, and will be able to provide referral letters, either at the time or in the future.

Nurse: They will likely be the one who takes you to the exam room, answers clinical-related phone calls and emails, and assists with injections.   

*If you do not wish to have a mental health provider involved in your intake appointment, please let us know at the time of scheduling.

The best way to contact your provider for non-urgent questions is to message them through Patient Gateway. 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

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 offer groups that are combined in person and virtual. Please see
our Events page 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.

At Transhealth we offer everyone twelve sessions to start with. Some folks find they need only a few meetings, some people will make use of all twelve. Short-term therapy is great for focusing on current stressors, gaining coping skills, and addressing present changes or challenges.

Yes we do! All of our therapists are trained in long-term and short-term 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.

We are happy to meet with you, help you define your goals for therapy and what you might like in a long-term therapeutic relationship, and work on what is most stressful right now. As you focus on present needs in short-term therapy, we can also work with you to connect you to a longer-term therapy provider. If you would like to go directly to long-term therapy you are welcome to meet with a provider and our nurse case manager to work on a referral in the community.

People use short-term therapy for many reasons. Short-term therapy is most useful when you have a specific goal in mind. Exploring gender identity or sexual orientation; coming out to friends, family, or partners; building skills for managing anxiety, stress, depression, or the impact of trauma; growing positive communication in family and relational systems- these are some of the goals you might address in short term therapy.

We will check-in as we move through our sessions to see where you are at in meeting your identified goals. While the twelfth session is not a hard and fast end, we also want to make space to offer services to as many community members as possible. If you realize you’d like to continue therapy we will work to connect you to a long-term mental health provider in the area.

Transhealth offers individual, family, and partners or couples therapy. Just let our Patient Services Coordinator 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.

At Transhealth we offer short-term 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. If you are unsure what is the best option for you, schedule an appointment to talk with someone on our mental health team to figure out your goals and the options to meet them!

Community FAQ

Yes! We have a beautiful community space that is open to patients and the community. 

Yes! Visit our Events page for more information. 

Yes! Visit our Events page for more information. 

Unfortunately, we are unable to accept new volunteers at this time, but please check back for updates.