Frequently Asked Questions

You have questions. We have answers.

Your health and medical condition are our entire reason for being.  We know that each patient has a unique story and we're always here to provide the best medical service available.

About Hedfirst

What is Hedfirst?

Hedfirst is a nationwide online primary care clinic and pharmacy designed to give you more complete, personalized healthcare — all from one place. We combine licensed medical providers with our own in-house pharmacy and AI-powered medical assessments, so you can get both expert guidance and prescription medications without fragmented care.

We’ve built our platform from the ground up, including the technology, provider network, and prescription fulfillment. This means:

Membership includes:

  • All patients receive an AI-generated medical assessment created from your provider consultation transcript and any additional data you share (such as lab results or prior medical notes).
  • Two 30-minute provider consultations per year, with the option to purchase additional visits when needed.
  • A free Core Metabolic Lab Kit shipped to your home.  Testing 7 key metabolic biomarkers (e.g., lipids, glucose, inflammation, insulin resistance) via a simple finger-prick.

Non-members can purchase medications with a medical consultation fee for order review.

Hedfirst is ideal for anyone seeking thorough, coordinated care — whether you’re dealing with hard-to-diagnose symptoms (e.g., migraines, chronic fatigue, IBS) or just want convenient, trusted access to medications and primary care.

Who is Hedfirst for?

Hedfirst is built for people who want deeper answers, faster access, and smarter care — whether they’re looking for a full primary care solution or simply more clarity about their health.

We’re a good fit if:

  • You have a medical concern and want the kind of care you’d expect from any trusted primary care clinic
  • You’ve been struggling with hard-to-diagnose conditions like:
    • Migraines
    • Weight loss or hair loss
    • Fatigue
    • Irritable bowel syndrome
    • Or any other persistent symptoms that haven't been fully explained
  • You live in a rural or underserved area and don’t have easy access to a doctor
  • You already have a doctor but want a second opinion with AI-supported analysis
  • You don’t have health insurance and are looking for a transparent, cash-pay alternative
  • You want faster access to care and treatment without waiting weeks for an appointment
  • You believe in using advanced technology like AI to better understand your health and treatment options
How does Hedfirst work?

Hedfirst offers a modern, AI-enhanced approach to primary care and prescription treatment all online, and available nationwide. You can engage with our services in two ways: as an AI Care Member or as a non-member.

AI Care Membership

What’s included in the AI Care Membership?

Our annual membership is designed for patients who want deeper insights, ongoing care, and a more complete understanding of their health.

Membership includes:

  • Two 30-minute licensed medical provider consultations via video per year
  • Unlimited concierge messaging for ongoing support and care coordination
  • Waived medical consultation fees on all prescription orders
  • Eligibility to book additional provider sessions, just like a traditional clinic
  • Free access to future feature upgrades — members are first to benefit
  • Free at-home Core Metabolic Lab Test ($85 value)
    • Tests 7 key biomarkers related to metabolic health:
      • Lipids
      • Inflammation
      • Glucose
      • Average blood sugar (HbA1c)
      • Visceral fat indicators
      • Insulin resistance markers
    • Simple finger-prick test
    • Processed by CAP & CLIA-accredited laboratories

Membership Pricing:

  • Introductory Price: $499/year
  • Regular Price: $699/year
What to expect as a New Member?

Joining Hedfirst gives you access to a deeper, more complete form of primary care combining provider insight, AI analysis, and lab-based data. Here’s exactly what happens after you sign up:

1. Purchase Your Membership

  • Start by purchasing your AI Care membership through our secure e-commerce checkout.
  • As part of the process, you’ll complete a brief medical questionnaire to give your care team context about your symptoms, history, and health goals.

2. Concierge Intake & Scheduling

  • Your Patient Concierge will contact you via phone, email, and Hedfirst portal messaging to:
    • Welcome you to the platform
    • Guide you through intake
    • Schedule your first 30-minute provider consultation
  • They may ask for more detail about your questionnaire responses and help you gather any documents that would be useful for your provider, such as:
    • Blood lab results
    • MRI or CT scan reports
    • Past physician notes or treatment summaries

3. Receive Your At-Home Lab Kit

  • Your free Core Metabolic Lab Kit will be shipped to your home.
  • This kit tests 7 key metabolic biomarkers (e.g., lipids, glucose, inflammation, insulin resistance) via a simple finger-prick.
  • Processed by CAP & CLIA-accredited laboratories, the results are uploaded to your portal and included in your AI medical assessment.

4. Your Provider May Order Additional Labs

  • During or after your consultation, your medical provider may recommend additional lab testing, depending on your symptoms.
  • This could include:
    • Comprehensive blood panels
    • Specialty tests such as thyroid function, hormone panels, or nutrient deficiencies
  • If approved, these will be coordinated through our team and results will be automatically integrated into your care plan and AI assessment.

5. Attend Your First Provider Consultation

  • Your concierge will send you a secure Zoom link for your consultation.
  • Please prepare by:
    • Ensuring a reliable internet connection
    • Using good lighting and a private setting
    • Having Zoom installed or using your browser

6. Receive Your AI Medical Assessment

  • After your consultation, our AI engine and care team generate your personalized medical assessment, which is built from:
    • A transcript of your provider session
    • Clinical notes and insights from your provider
    • Supporting context from your Patient Concierge
    • Relevant labs, documents, and curated medical research
  • You’ll be notified via email once it’s ready. It will also be accessible in your secure patient portal.

7. Ongoing Updates & Follow-Up

  • Your AI medical assessment will be updated anytime you:
    • Have a new provider visit
    • Complete additional lab work
    • Upload new medical information
  • Your second included 30-minute consultation is scheduled six months after your first.
  • You may purchase unlimited additional provider visits as needed.

This is how Hedfirst delivers ongoing, intelligent, and personalized care — helping you see the full picture of your health, not just snapshots.

How do I purchase a AI Care membership?

Start by purchasing your AI Care membership through our secure e-commerce checkout.

As part of the process, you’ll complete a brief medical questionnaire to give your care team context about your symptoms, history, and health goals.

Who will guide me through onboarding?

Your Patient Concierge will contact you via phone or email to:

  • Welcome you to the platform
  • Guide you through intake
  • Schedule your first 30-minute provider consultation

They may also ask for more detail about your questionnaire responses and help you gather any documents that would be useful for your provider, such as:

  • Blood lab results
  • MRI or CT scan reports
  • Past physician notes or treatment summaries
Will I receive a lab kit?

Yes. Your free Core Metabolic Lab Kit will be shipped to your home. This kit tests 7 key metabolic biomarkers (e.g., lipids, glucose, inflammation, insulin resistance) via a simple finger-prick.

Processed by CAP & CLIA-accredited laboratories, the results are uploaded to your portal and included in your AI medical assessment.

Will I need any additional lab tests?

During or after your consultation, your medical provider may recommend additional lab testing, depending on your symptoms.

This could include:

  • Comprehensive blood panels
  • Specialty tests such as thyroid function, hormone panels, or nutrient deficiencies

If approved, these will be coordinated through our team and results will be automatically integrated into your care plan and AI assessment.

How do I prepare for my provider consultation?

Your Concierge will send you a secure Zoom link. To prepare:

  • Make sure you have a stable internet connection
  • Choose a private, well-lit setting
  • Use your browser or install Zoom in advance

This will be a 30-minute video consultation with a licensed medical provider.

AI Medical Assessment

What is an AI Medical Assessment?

An AI Medical Assessment is a personalized, downloadable health report generated after your consultation. It blends your medical history, provider insights, lab results, and any other documents you share — all analyzed by AI — to give you a complete, longitudinal view of your health.It’s not just a visit summary. It’s a living, growing document that helps reframe how care is delivered, especially for complex or under-diagnosed conditions.

You can view an example here:

https://hedfirstai.webflow.io/ai-medical-assessment

Please note, the contents and formatting of your AI medical assessment may be very different as each medical assessment is crafted by a licensed medical professional working with our AI engine.

What does it actually include?

Each AI Medical Assessment is customized and typically contains:

  • A comprehensive case overview
  • A symptom timeline and historical context
  • All past testing and treatment summaries
  • A diagnostic hypothesis with confidence scoring
  • AI-generated clinical reasoning and pattern recognition
  • Recommendations for further testing and provider-reviewed treatments
  • Tracking of treatment outcomes and response trends over time
  • Updates with new provider sessions, lab results, or documents
What kinds of conditions does it help with?

This system is especially helpful for:

  • Conditions with ambiguous or overlapping symptoms (e.g., migraines, IBS, fatigue)
  • Cases where traditional providers haven’t found a cause
  • Multi-system or immune-related disorders
  • Patients seeking deeper understanding or second opinions
  • Individuals navigating multiple diagnoses or failed treatments
How is it different from a traditional doctor’s note?

A doctor’s note is a static summary. An AI Medical Assessment is:

  • Cumulative — grows with you over time
  • Intelligent — driven by real-time medical reasoning
  • Patient-centered — includes your data, your voice, and your outcomes
  • Dynamic — updates with every new visit or lab
  • Readable — written in plain English, not just medical shorthand
Can I contribute my own data?

Absolutely. Your AI Medical Assessment can become your personal medical homebase. You can include:

  • Notes about how often you’re getting sick
  • Observations about symptom timing (e.g., seasonal flare-ups)
  • How certain medications or supplements have worked for you
  • Data from wearable devices like Apple Watch or Oura Ring
  • Your own theories, logs, or self-observations

The more context you provide, the smarter and more helpful your assessment becomes over time.

Is the AI making decisions about my care?

No. The AI is not replacing your provider. It is a highly advanced analytical engine that surfaces patterns, hypotheses, and overlooked possibilities. Every assessment is reviewed, edited, and validated by your licensed provider, who makes the final clinical decisions.

Can I share my AI Medical Assessment with others?

Absolutely. You can download and share your AI Medical Assessment with:

  • Other physicians or specialists
  • Family members or caregivers
  • Yourself — for your own records and peace of mind

It’s your data, and we believe you should be able to take it with you — anywhere.

Why do you call it a “medical homebase”?

We believe every person should have a lifelong, AI-supported health record that:

  • Centralizes everything about your health in one place
  • Includes both clinical data and personal insights
  • Helps you identify trends, risks, and patterns early
  • Makes it easier to advocate for yourself
  • Grows more valuable over time

In a world of fragmented care and short appointments, your AI Medical Assessment is a long-term foundation for clarity, control, and peace of mind.

Hedfirst AI

How does Hedfirst AI work?

Behind the scenes, Hedfirst runs on a proprietary technology stack designed from the ground up to support AI-powered, clinician-reviewed care. At the core of our platform is a sophisticated integration with large language models (LLMs) — including models from industry leaders like Anthropic — which have been trained on billions of data points across biomedical literature, clinical case studies, treatment guidelines, and more.

What is a Large Language Model (LLM)?

A large language model is an advanced form of artificial intelligence trained on vast amounts of text data from diverse sources across the internet, books, research papers, and specialized domains. These sophisticated AI systems can understand, analyze, and generate human-like text by recognizing complex patterns in language and knowledge.

LLMs excel at:

  • Understanding context and nuanced meaning in complex information
  • Synthesizing insights from multiple data sources simultaneously
  • Reasoning through problems using learned knowledge patterns
  • Communicating complex concepts in clear, accessible language

When applied to healthcare, these capabilities enable LLMs to process medical literature, clinical guidelines, patient data, and research findings to support clinical decision-making and enhance patient care.

How does Hedfirst integrate with these models?

Hedfirst uses a secure, medical-grade service layer around LLMs to ensure accuracy and privacy.

Here’s how it works:

1. Patient Data Ingestion

We gather structured and unstructured data from:

  • Your medical questionnaires
  • Provider visit transcripts
  • Prescription records
  • Uploaded documents (labs, prior notes, etc.)
  • Secure patient messaging
  • Optional self-tracking (symptom logs, wearable data)

2. Contextual Enrichment
Our proprietary system adds metadata, tags, and historical context to make your data “AI-ready.”

3. LLM Interaction

That enriched case data is submitted via secure API to one or more large language models, prompting them to:

  • Analyze patterns
  • Flag inconsistencies
  • Suggest possible root causes
  • Generate clinical reasoning trees
  • Highlight gaps in prior diagnostic efforts
  • Recommend further testing or treatment possibilities

4. Provider Oversight & Integration

The AI-generated assessment is then reviewed and validated by your medical provider, ensuring:

  • Ethical, safe, and clinically sound decision-making
  • Appropriate application of AI insights
  • Clear human oversight at every stage
Why is this important for patients and providers?

Traditional care is often limited by:

  • Time constraints
  • Fragmented information
  • One-provider perspectives

Hedfirst AI solves for this by giving your provider a supercharged clinical assistant — one that remembers everything, connects the dots, and draws from global knowledge instantly. This means:

  • Faster identification of complex or overlooked conditions
  • Smarter treatment planning grounded in both experience and data
  • Greater clarity and peace of mind for the patient
Does AI replace doctors?

Absolutely not. At Hedfirst, AI is a partner — not a replacement. Every suggestion, hypothesis, and recommendation is vetted by a licensed provider who ultimately makes the clinical decisions.

We believe the future of care is AI + licensed medical providers, not just one or the other.

Does Hedfirst AI get smarter over time?

As patients contribute more context (labs, notes, wearables, symptom patterns), and as models like Anthropic’s Claude and others evolve, our system will deliver even more personalized, predictive, and preventative insights. The more you use Hedfirst, the better it works for you.

Security and privacy

Security & Data Privacy at Hedfirst

At Hedfirst, your personal health information is treated with the highest level of care and protection. We’ve engineered our platform from day one to meet — and exceed — the industry’s strictest standards for medical data privacy.

Is Hedfirst HIPAA-compliant? What does that mean?

Yes — Hedfirst is fully HIPAA-compliant.

HIPAA stands for the Health Insurance Portability and Accountability Act, a U.S. law that sets strict national standards for how medical information is stored, accessed, and shared.

In plain English, it means:

  • Your and data is kept private and secure
  • Only trained and authorized staff at Hedfirst can access it
  • Your information is never shared or sold
  • We follow federally regulated protocols for storage, handling, and access

If a healthcare company or app is not HIPAA-compliant, they’re not legally allowed to store or process sensitive health data.

How does Hedfirst store my data securely?

We store all data using Amazon Web Services (AWS) infrastructure that is specifically built for healthcare. Only HIPAA-eligible AWS services are used in our stack — including:

  • Secure encrypted databases
  • Isolated storage environments
  • Access control systems
  • Regular compliance audits

Additionally:

  • All health data is encrypted at rest and in transit
  • Provider and internal access is controlled using multi-factor authentication (MFA)
  • We log and monitor all activity for security and compliance purposes
Who can see my medical information?

Only licensed medical providers and members of your care team at Hedfirst — including Patient Concierges — have access to your records, and only when they need it to support your care.

No one outside of Hedfirst can access your data unless:

  • You explicitly give us permission (e.g. to share with another doctor)
  • We’re required by law in a medical emergency
Can I download or delete my information?

Yes. You have full control over your health data.

  • You can download your AI Medical Assessment and other documents at any time.
  • You can request to have your information deleted or removed by contacting support, subject to any legal obligations we have as a healthcare provider.
Does Hedfirst sell or share my data with third parties?

No. Never.

We do not sell, share, or monetize your data — ever.

The only external services we use are HIPAA-compliant providers (such as AWS) that handle secure data processing on our behalf and are bound by the same legal and privacy obligations.

How is AI used safely and securely?

When we use AI to generate your medical assessment:

  • All data sent to large language models is done through secure, encrypted channels
  • We do not send identifiable information such as your name, address, or contact details
  • The models are used strictly within medical-grade use cases, and final decisions are always made by your provider
What if there’s ever a breach or issue?

We maintain continuous security monitoring, conduct regular audits, and have a full incident response plan in place. If there were ever a data breach — no matter how small — we are legally required to notify affected patients and take immediate corrective action.

Hedfirst billing & insurance

Do you accept insurance?

At this time, we do not accept private insurance, Medicare, or Medicaid. However, Hedfirst is designed as an affordable, cash-pay alternative to traditional care.

Can I use an HSA or FSA card?

We accept Health Savings Accounts (HSA) which can be used like any debit /credit card at our checkout. We currently do not accept Flexible Spending Accounts (FSA) but will update our patients when / if we do.  

You’ll receive an itemized receipt for each transaction that can be submitted for reimbursement if needed.

How much does a Hedfirst membership cost?
  • Introductory price: $499/year (for early members)
  • Standard price: $699/year

Membership is billed annually and includes:

  • Two 30-minute provider visits
  • Unlimited concierge support
  • Waived consultation fees on prescriptions
  • Free core metabolic lab kit
  • Access to purchase additional visits

Hedfirst reserves the right to update pricing at any time. Changes will apply only to future billing cycles and will be clearly communicated in advance.

Do memberships auto-renew?

Yes, memberships auto-renew annually to ensure continuity of care. You’ll receive a reminder notice before renewal, and you can cancel anytime before your renewal date to avoid being charged.

Can I purchase prescriptions without a membership?

Yes, you do not need a membership to purchase medications through Hedfirst.

Here’s how it works:

  • Submit a medical intake form for review
  • Pay a consultation fee for our provider to evaluate the request
  • If approved, the prescription is shipped to you

Note: This consultation fee is waived for members.

What if I haven’t used all my provider visits?

If you’ve used none or only one of your 30-minute provider visits during your first membership year, you can contact your Patient Concierge to discuss a partial refund or credit. Refunds are evaluated on a case-by-case basis.

What payment methods do you accept?

We accept:

  • All major credit and debit cards
  • HSA cards (FSA coming soon)
  • Apple Pay and Google Pay (coming soon)
How will charges appear on my bank statement?

Charges will appear as “Hedfirst Health” or “Hedfirst Membership”, depending on the service. Please contact support if you ever see a charge you don’t recognize.

Medications are billed separately and only upon provider approval. In the case of multiple medications, this will result in multiple charges.

How long do refunds take to process?

If eligible, refunds are typically processed within 5–10 business days back to your original form of payment.

Is there a grace period if I want to cancel?

Yes — new members have a 14-day grace period from sign-up to cancel for a full refund, provided no clinical services (e.g., a provider visit) have been used.

Patient concierge support

What does the Patient Concierge team help with?

Our concierges are here to support you through every step — from onboarding to provider scheduling, lab coordination, follow-ups, and more.

What are your hours of availability?

Concierge hours are Monday to Friday, 9am–6pm local time (based on your state). Most messages are responded to within 1 business day.

How do I reach my concierge?

You can message your Patient Concierge directly from your secure Hedfirst portal or reply to their welcome email. You’ll also receive a phone number for urgent needs.

What’s the difference between concierge and clinical support?

Concierges handle logistics, scheduling, and general help. Clinical questions (e.g., about medications, symptoms, lab results) will always be referred to your licensed provider.

Shipping & delivery

How long does it take for prescriptions to arrive?

Most prescriptions are shipped within 1–2 business days after approval. Delivery typically takes 2–5 business days depending on your location.

Which carriers do you use?

We primarily use USPS and UPS for shipping. You’ll receive a tracking number once your package is on the way.

Do you ship to all 50 states?

Hedfirst only delivers prescription medication to 47 states. We currently do not service: Alaska, Mississippi, and New Jersey.

What if my package is delayed or lost?

If your order hasn’t arrived within 7 business days, please reach out to your Patient Concierge. We’ll track the shipment and coordinate a replacement if necessary.

Do you offer cold-chain handling (for temperature-sensitive meds)?

Yes — if your medication requires refrigeration, we use specialized packaging and priority shipping to maintain proper temperature control.

Medical records & lab results

Can I upload past medical records?

Yes. After signing up, you’ll have the option to upload any existing lab results, imaging, or doctor’s notes to your portal. These will be included in your AI assessment.

Where do I see my lab results?

All lab results from Hedfirst (and any additional tests we order) appear in your secure patient portal. We also summarize them in your AI Medical Assessment.

Can I add data from wearables or health trackers?

Yes — we encourage it. You can upload summaries or screenshots from devices like Apple Watch, Oura Ring, or glucose monitors, and your care team will review them.

Can I request a full copy of my health file?

Absolutely. You can request a downloadable copy of your full file at any time by contacting your concierge or support team.