Frequently Asked Questions

Are you accepting new patients?

Yes, all of our providers are accepting new patients.

How do I notify the hospital that I have chosen Orchard Medical Associates as my pediatrician?

You will be asked to name your pediatrician at the time you register for delivery.

Prescriptions

When you need refills on your medications, first call your pharmacy. If the pharmacy cannot refill it, then call our office during business hours and leave the information on our refill line. Please leave your full name, date of birth, medication name, strength, and the pharmacy name, location, and phone number. Please leave a phone number where you can be reached. Please allow 48-72 hours to process your request. For controlled substances, please allow a full 72 hours as these require written prescriptions by the primary doctor, and have to be picked up and signed for by the patient/parent.

Walk-ins

We do not accept walk-in visits (showing up without an appointment) for obvious reasons. Walk-ins will be treated just like an appointment made over the phone. The next available slot will be offered, and this may involve leaving and returning for the appointment later on.

Forms, permission slips, camp forms, work forms, etc.

Please allow 2-4 weeks for completion of any form. We cannot usually complete them during your visit due to time constraints.

What hospitals do we use?

For emergency room visits we recommend Baystate Medical Center, Mercy, Baystate Wing, and Baystate Mary Lane Hospital. Please ask the office or MD on call which one we recommend for a particular medical issue (It is your responsibility to be aware of which hospitals your insurance covers).

Can I complete my registration forms before I go to my doctor’s office?

Yes, please do. Save time and print and complete your registration forms before arriving and having your insurance information ready. Forms can be downloaded from our patient information page.

Can I get a copy of my medical records?

You are entitled to request a copy of your medical records and we are happy to oblige your requests. You can download a release form directly off of our website or call our office directly at (413) 439-0609 and ask for the Medical Records Department. We will not disclose any information without a signed consent form. All medical record requests take up to 30 business days to process.

How can I change doctors within your practice?

Call us at (413) 439-0609 and explain to the staff why you would like to change doctors. They can help resolve whatever problems you may be having with your current provider. We do discourage switching between providers due to continuity of care.

Do you offer same-day appointments?

That is always our goal, and we usually achieve it.

What do I do if I can’t make an appointment?

Call our office at (413) 439-0609 and inform the staff as soon as possible. If you are running more than 7 minutes late, you will have to reschedule the appointment for a later time.

What happens if I miss an appointment?

Call the clinic at (413) 439-0609 and inform the staff as soon as possible. Missing an appointment wastes time that could be used by another patient. If you frequently miss appointments, we may ask you to seek care elsewhere. Charges will be incurred. Please refer to our policy under our Patient Documents.

Who are the providers?

Providers are medical staff members who provide health care to patients. The provider list at our clinic includes 1 family medicine physician (Pediatrics AND Adult Medicine), and 2 Adult Medicine providers.

I have a complaint about the service I was provided at your office; whom should I contact?

You should call (413) 439-0609 and ask to speak with the Office Manager directly.

When can I expect to get my lab results and how will they be delivered to me?

If your test results are normal, or abnormal but non-critical, you will not be notified. If any of your test results are critically abnormal and/or require attention, we will try to reach you by phone immediately.

How do I get a copy of my immunization record?

Call the office at (413) 439-0609 and request ask for the Medical Records Department. You may be asked to complete and fax or bring in a release of information form.

Will I be required to pay on the day of my appointment?

If your insurance plan has a co-pay or deductible, you must pay that at the time of your visit. If you have no insurance, you will be required to pay the entire bill at the end of the visit. Any outstanding balances must be paid in full before any further appointments are scheduled.

What if I am ill after hours?

After regular business hours, a health care provider from our office is available by calling into our main office number at (413) 439-0609. Please be sure to listen to the message carefully so that your call will get routed properly. We request that after hours calls be reserved for urgent medical issues but not medical emergencies. For medical emergencies please call 911.

Who do I call if I have a question about my bills?

All insurance and billing is handled by our outside billing office, Quality Billing. You can call them with your questions at (413) 525-1611.

What insurance plans does the clinic accept?

Insurances have been changing so frequently over the last year, we ask that you call our office directly at (413) 439-0609 and we can let you know exactly where or not we accept your insurance. You can also call the 1-800 number listed on your insurance card. What forms of payment do we accept? We accept cash, check, credit card and Care Credit. Payments can also also be made via telephone.