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Portal Messaging Policy


Sending a portal message is the preferred and fastest form of communication with the office.  To avoid duplicate work for the staff, please do not use multiple forms of communication for the same message.  (i.e. Please do not send an email or leave a voicemail with the same question that was sent in a portal message.)

If you have medical questions that require physician time, you will be asked to schedule an appointment. 

To help facilitate this, we offer brief 5-15-minute phone appointments at a reduced cost of $100.  These are strictly for brief follow-up questions, to discuss routine interval lab results or to touch base between your regularly scheduled office visit follow-ups.


After Hours Urgent Messaging Policy:  

Brain Restoration Clinic physicians are not primary care physicians and do not maintain emergency hours or provide emergency care. Patients or families with a life-threatening emergency should call 911 or go to the nearest emergency room. 

 

If you have an urgent matter and you are requesting that one of the physicians reach out to you regarding this portal message, an “after-hours fee” will be incurred.  The fees are based on the amount of time that is required of the physician and are as follows: 

 

Matters requiring up to 30 minutes of physician time = $500. 

Matters requiring 31-60 minutes of the physician’s time = $800. 

Matters requiring more than 1 hour of time or follow-up on more than one non-business day = $1,200.

 

If you are sending an urgent message after business hours and you agree to the above terms and fees please specify this in your portal message.  Otherwise your message will be addressed on the next business day.  


Normal business hours are defined as:  

Monday – Thursday from 9:00 a.m. to 5:00 p.m. EST.



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Please note that a $100 fee will be charged for any cancellations made less than 2 business days (Monday through Thursday) prior to the scheduled appointment time.  

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** For the safety of our computer system, when uploading documents, please be sure they are in PDF format. Documents in all other formats will be rejected.**

Contact Technical Support

For medical questions, contact your provider or, if you are having a medical emergency, call 911.

What issue are you having?

Please narrow down the issue by selecting one of the options below:

If you have forgotten your password you can use the form here to issue yourself a reset link.

You'll need to enter:

  1. The email address you have on file with your provider
  2. Your date of birth
  3. Your last name
  4. Your zip/postal code (in the U.S., first 5 digits only)

This information must match the information that your provider has on file for you. When you click "Send reset link," the system will send an email to the email address that you entered. If the system is able to verify your account, you'll receive an email with a link that you can follow to create a new password.

If you need further assistance please fill out the form below

If you have forgotten your username you fill out the form here to have your username emailed to you.

If you need further assistance please fill out the form below.

Please double check that you are entering the correct username. To receive an email reminding you of your username, please click here. To reset your password click here. If you need further assistance, please fill out the form below.

If you need further assistance please fill out the form below.

Please fill out the form below and let us know what problem you are experiencing logging in. The more detailed you are in your description the better we can help you.

Please provide the name of the questionnaire and details about what problem you are experiencing.

If you are trying to send your provider a document, you can do so by uploading it using the form on the documents page

Please let us know what issue you are having with the secure messages system. The more detailed you are i your description the better we can help you.

If you need to refill a prescription, please contact your provider by either requesting a refill or sending a secure message.

If you are receiving an error message that there is no matching medication or supplement found, please send a secure message. to your provider with details about the medication or supplement you want to add.

If you are experiencing some other issue, please let us know what issue you are having regarding medications and supplements. The more detailed you are in your description the better we can help you.

Please fill out the form below detailing the error message you have received. If possible, please cut and paste the error message into the 'Message' field.

Please use the Secure Messages form to contact your provider.

THIS MESSAGE DOES NOT GO TO YOUR PROVIDER'S OFFICE

This form is for contacting technical support for the Patient Portal. To contact your provider's office, please send them a secure message or reach out to them directly.

Fill out the form below detailing the issue that you are experiencing. Please be as detailed as possible; the more information you provide the better we can help you.

Contact Cerbo Technical Support
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