Patient FAQ

What do I need to do before my first visit?

  1. Register either online or by phone at 617-243-6122.
  2. Fill out the New Patient Packet (pdf) and bring this with you when you come.
  3. Bring any films - especially MRI's or other records that you feel may be important for your physician.

Do I need an appointment to see a specialist at The Spine Center?
Yes, you need an appointment. We try to see all patients on an appointment basis and we request that you call in advance so we can reserve time for you. You can call us for an appointment during our scheduling hours, Monday-Friday, between 9am and 4pm. We will make every effort to see you as soon as possible. 

What time should I arrive at my appointment?
We ask that our new patients arrive 15-30 minutes prior to your appointment time to allow adequate time for our registration process and to complete any paperwork that may be required.

On occasion emergency situations arise that disrupt regularly scheduled days. In the case of an unavoidable delay, we will make every effort to keep you informed of your appointment status. If for some reason you must cancel your appointment, we ask that you try to give us 24 hour notice. In cases where that is not possible, please let us know as soon as possible.

What steps do I take if I have an emergency?
If you have a life-threatening emergency, call 911 immediately. In the case of an emergency where you are not in immediate harm, please call our office at 617-243-5777

During Office Hours
If your call is during our regular office hours (Monday-Friday, 9am to 4pm), our staff will notify your doctors of your situation and you will be advised accordingly. 

After Office Hours
If you have an emergency outside of regular office hours or on a weekend, we can be reached through our answering service by dialing 617-243-5777 and following the prompts as they apply.

How do I refill my prescription or get more information about my medications?
Many spinal conditions require the use of medications to control pain and inflammation. If you have any questions regarding your medication, or if you need a medication refilled, please call us during regular business hours.

No prescriptions will be filled at night or on weekends. You must allow 24 hours for prescription refills to be called into your pharmacy. Please consider this when calling in for your refills.  Narcotic medications cannot be phoned in and require an office visit. Please have the telephone number of your pharmacy available when you call in for a refill.

How can I ask my physician a question?
Our team is on duty to help you from 9am-4pm, Monday through Friday. Please try to make all of your routine calls during these hours.  Our office staff can answer many of your questions.  If they cannot, they will refer your question to a physician or the physician assistant. The doctor will respond as his or her time permits and the situation demands.

What do I have to do for my insurance company?
We are aware that efficient billing processing requires advanced preparation on your part and can be time consuming.  We are happy to assist you in clarifying what is required for each visit but ask that you contact your insurance company directly for specific assistance. 

If your insurance requires a referral to see a specialist, you are responsible for getting that referral prior to your appointment.  Please check with your insurance company to confirm whether or not you require a referral. It is also your responsibility to pay any deductible amount, co-insurance or any other balance not covered by your insurance.

Do you accept Worker's Compensation cases?
If you should sustain an injury at your workplace, we would be happy to evaluate and treat your injury.  You must provide our billing department with the necessary forms from your insurance carrier. If we do not receive the information, you will be responsible for payment at the time of the visit.

Do you accept motor vehicle accidents/personal injury cases?
We are happy to care for those injured in an accident. For motor vehicle accidents, patients must supply our billing department with all motor vehicle insurance information and health insurance information in advance of their appointment. This will allow our billing department to confirm your motor vehicle insurance company or your health insurance will cover the medical expenses resulting from the accident.

For personal injury or slip and fall accidents, payment is due from the patient on the day of the visit and is not contingent upon the status of the outcome of the case.

How does your billing process work?
You will likely receive two bills in the mail as is standard for outpatient visits. For each appointment with us, there will be a charge for the physician’s fees from their billing service and there will be a charge for Newton-Wellesley Hospital. It is likely these will arrive separately. Your insurance carrier will be billed for both fees and it is possible that you may not see any bills, depending upon your carrier. Ultimately, the responsibility for payment is yours if there is no other coverage to apply.

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