Patient FAQ

Yes! All of our facilities are fully accessible.

Many of our providers are bi- or multi-lingual, but for those who aren’t, we offer language line services with Language Service Associates for most languages. Each site also has a sign language laptop for our patients who are hearing impaired (but if you would prefer an interpreter one can be provided with advance notice).

See our full list of locations here, including information about parking.

We ask that you arrive 15 minutes before your appointment to check in.

We strive to provide the best possible care to all our patients at all time, and we’re sorry if we missed the mark. You can call our number at (860) 347-6971 and ask to speak to the Operations Manager at your location.

As your primary care provider (PCP), we can treat your primary care needs. Occasionally, you may need to be referred to a specialist who specializes in certain conditions for further treatment.  We will coordinate with you and with the specialist to make that process run smoothly! Many times we will use an electronic consultation (eConsult) which will get your results back faster, without the need to go to the specialist in person. If you do need to go in person, we will submit this request on your behalf and we will work with their office to make an appointment. If you have not heard from the specialist, please refer to the contact information on the letter that was sent to you from the referrals department.

Your provider will walk you through the process of getting this test done and what needs to happen next.

First, call your pharmacy to make sure that you do not have any active refills already available. If you don’t, the pharmacy will contact our office directly to request necessary refills.

Yes! There a few ways we can help you afford your prescription.

1. We are part of the 340B Drug Discount Program. This means that we can help you get your medication at a reduced rate if you are uninsured or if your insurance doesn’t cover your medication. Ask your provider for more information!
2. We also have a Pharmacy Assistance Program that may be able to help. Please talk to your provider about your concerns, and they can connect you with that program.

If you have a patient portal account, you can get your lab results there! Log into your patient portal here or using the Healow App. Or, you will receive a call from your provider or nurse with your results. In some cases, another appointment will be required.

To send medical records, you need to fax your center. Find location fax numbers here.

If you’ve had a physical at CHC in the last 12 months, you can simply drop off the paperwork to your site’s PSA. Please give us 5 business days to complete it. If you have not had a physical in the last 12 months, you’ll need to schedule one with your primary care physician. Please give us a call [#] to do so.

You can request your medical records by completing a release of information request at your home site.

We accept Medicaid, Medicare, and many commercial insurance plans. Please see this page and contact our office 860-347-6971 and we can help answer your question more specifically.

Yes! We offer a Sliding Fee Discount Program which provides reduced rates for those who qualify. If you are uninsured, our Access to Care team can help you determine your eligibility for insurance and help you apply.

We make adjustments to our fees annually on July 1.

Of course! Please give us a call to see if we accept your plan. Contact Patient Accounts at 888-270-6698 or 860-347-6971 option 6, (extension 4111)

CHC uses a Sliding Fee Discount Program which provides reduced rates for those who qualify. If you’re a new patient, please give us a call at (860) 347-6971. We also offer payment plans – please contact our Patient Accounts/Billing Department at 888-270-6698 for more information.

We accept cash, checks, money orders, and all major credit cards, including HSA cards.

• • Walk In: At every site at the front desk or when checking in at a kiosk.
  • On the phone: 888-270-6698 or 860-347-6971 option 6, or extension 4111
    Our Patient Account Representatives are available from 8am to 5pm, Monday through Friday.
  • Pay Online: Click here to create your InstaMed account or log in.
  • By mail:
    • Community Health Center, Inc., PO Box 416893, Boston, MA 02241

You should receive an account statement in the mail. Your statement will reflect any unpaid balances on your account. Questions about your account may be may be directed to Patient Accounts at 888-270-6698 or 860-347-6971 option 6, (extension 4111), M-F 8am-5pm.

You should call Patient Accounts at 888-270-6698 or 860-347-6971 option 6, (extension 4111) as soon as possible. In order to prevent the denial of your visit or other issues filing the claim with your insurance plan, it is important that you contact us immediately.

You should have received an Explanation of Benefits (EOB) from your insurance company in the mail, showing how they paid or denied your claim. This EOB should have a contact telephone number or web site where you can reach your insurance company for questions. Please contact your insurance company or benefits office with questions about denied claims.

As a courtesy to our patients, CHC will bill the insurance company directly, if we are participating with your company.  Patients are ultimately responsible to make sure that their bill is paid. You are sent notices called Explanation of Benefits from your insurance company that explain what services were paid, denied and what will be your responsibility. If a balance remains after your insurance has issued a payment or a denial, payment is due upon receipt of your statement.  If your account is not paid in full or you do not have a payment plan, your account may be reviewed for further collections action from a third party.

Questions about your account may be may be directed to Patient Accounts at 888-270-6698 or 860-347-6971 option 6, (extension 4111), M-F 8am-5pm.

You will need to provide us with complete primary and secondary insurance information.  As a courtesy to our patients, CHC submits bills to your insurance. However, it may become necessary for you to contact your insurance company or supply additional information to them for claims processing requirements or to expedite payment.

A co-payment or “co-pay” is a set amount paid at the time of each visit. The amount is set by your insurance policy. You as a patient should be aware of the required co-payment amounts prior to your visit. You can call your insurance company for further details, the number should be on the back on your insurance card.

Deductibles are a set yearly amount that you must pay before your insurance benefits begin.  For example, if a patient’s policy contains a $500 deductible, the patient must accumulate and pay $500 out of pocket before their insurance carrier will pay benefits. Once the patient has met their deductible, the insurance usually pays a percentage of the bill. Patients are responsible for the unpaid percentage.

Co-insurance is a form of cost-sharing. After your deductible has been met, the insurance plan will begin paying a percentage of your bills. The remaining amount, known as co-insurance, is the portion due by the patient.

Did you know CHC offers healthcare to Connecticut students outside of our 15 main site locations?

School-based health services provide medical, behavioral and dental health services to enrolled students.

Our SBHCs help in nearly 200 schools across the state.

Services Provided:

Medical Care

• Diagnosis and treatment
• Checkups and physical exams
• Chronic disease management
• Immunizations
• Prescribing and dispensing of medications
• Health education
• Referral and follow-up
• Laboratory testing

Behavioral Health

• Crisis intervention
• Individual, family and group counseling
• Referral and follow-up for specialty psychiatric care

Oral Health

• Screenings
• Exams
• Cleanings
• X-rays
• Sealants
• Referrals
• Oral health education

To find out if School-Based Health Care is available in your school, visit: Sbhc1.com or call (860) 347-6971 ext. 3796

CHC’s Center for Key Populations is the first program of its kind, focusing on the unique needs of key groups who belong to communities that have suffered many barriers to healthcare.

Our Programs

• HIV and Hepatitis C Primary & Specialty Care
• Medication Assisted Substance Use Disorder Treatment including:
  • Buprenorphine (Suboxone)
  • Naltrexone (Vivitrol)
• Overdose Prevention & Education
• LGBTQ+-focused Healthcare
• Transgender Health Services
• PrEP (Pre Exposure Prophylaxis for HIV)
• PEP (Post Exposure Prophylaxis for HIV)
• Rapid HIV, Hepatitis C & Syphilis Testing
• Farmworker Health Program
• “Wherever You Are (WYA)” Healthcare for the Homeless

We offer all of the listed programs at all of our medical CHC facilities.

“Wherever You Are (WYA)” Healthcare for the Homeless is offered at multiple shelters throughout the state including:

NEW BRITAIN:

Friendship Service Center

241-249 Arch Street, New Britain, CT06050

MERIDEN:

Shelter Now

43 Saint Casimir Drive, Meriden, CT 06450

MIDDLETOWN:

Eddy Shelter

1 LaBella Circle, Middletown, CT 06457

WALLINGFORD:

Master’s Manna

428 S. Cherry Street, Wallingford, CT 06492

NEW LONDON:

New London Homeless Hospitality Center

427 Huntington Avenue, New London, CT 06320

DANBURY:

New Street Shelter

41 New Street, Danbury, 06810

Services are also provided at

LOCAL DOMESTIC VIOLENCE SHELTERS

For more information:

Call: (860) 347-6971 ext. 6098

Email: CKP@chc1.com

At CHC we take care of  patients of all ages, including those still in their mother’s belly!

For pregnancy care, our certified staff provides a wide-range of services to support a healthy pregnancy and birth for all expectant mothers.

CHC offers many services for moms-to-be, moms, and babies including:

• Pregnancy Testing
• Prenatal and Postpartum Care
• Case Management, Care Coordination
• Linkages to Services (including WIC and other resources)
• Breastfeeding Education and Support
• Free Childbirth Education Classes
• Smoking Cessation Counseling
• Oral Health Education & Dental Visits
• Nutrition Counseling and Diabetes Education and Support
• Registered Dietician/Certified Diabetes Educator Visits
• Quest Lab conveniently located on site for blood work and other tests
• Text4Baby
• Newborn Care

Prenatal services are offered at the following CHC locations:

Clinton

114 East Main Street

Clinton, CT 06413

860.664.0787

Meriden

134 State Street

Meriden, CT 06450

203.237.2229

Middletown

675 Main Street

Middletown, CT 06457

860.347.6971 x 3070

All CHC patients can take advantage of our prenatal services regardless of where they are normally seen.

New Horizons Domestic Violence Services supports victims of domestic and intimate partner violence in Middlesex County. New Horizons’ services are available 24/7, 365 days a year.

Services offered:

• 24 hour emergency hotline
• Crisis intervention/safety planning
• Advocacy to help with the police, hospitals, courts, DCF, welfare, and outside services and agencies
• Peer counseling
• Support groups for victims who are or who been in an abusive relationship
• Children’s programs including counseling, advocacy and play groups
• Confidential temporary emergency shelter for victims
• Emergency food and clothing

For more information, visit: www.newhorizonsdv.com or call 860.344.9599

If you are being abused and are in immediate need of assistance call our crisis hotline at: 860.343.6470

CHC knows that healthcare isn’t always just about our bodies. In an effort to extend the goal of happy healthy lifestyles out in the community, the Family Wellness Centers of Connecticut offer a wide variety of free programs and groups for both children and parents in Middletown and New Britain.

All CHC patients are welcome to participate in FWC programs regardless of which site they normally receive care.

Some programs include:

• Diaper clinics
• Playgroups
• Parent support groups
• Family and children’s yoga
• Infant massage
• Educational children’s programs
• Movement classes
• And more!

To see specific program locations, dates and times, visit: familywellness.chc1.com

FWC Middletown

635 Main Street
​Middletown CT, 06457

FWC New Britain

85 Lafayette Street
​New Britain CT, 06051

For questions, contact: Nat Holmes

Call: (860)347-6971 ext. 3662

Email: familywellness@chc1.com