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South Huntington Primary Care Office Policies

We work very hard to make sure that you have a good experience when you are a patient at our practice. For this to happen we have some policies in place to help everything go smoothly.

Responding to Phone Messages

Urgent or sick calls are returned as soon as possible. Most phone calls are returned by the end of the day. Messages are sent to your provider and the nurse on your team. The nurse will call you back to answer your clinical questions and can help you decide if you need to come in for a visit. Messages that are not urgent may be returned the next business day.

Prescriptions

If you have a refill left on your prescription, it can be filled by calling your pharmacy. If you need a new prescription, you have three options 1) calling our refill line, 2) using Patient Gateway or 3) asking your doctor at the time of your visit. The most efficient way to refill your prescription is through the refill line. Call 857-307-3300 and press option 3. Most prescriptions will be sent electronically to your pharmacy. When calling for a refill, please provide:

  • Your full name (spell last name)
  • Each prescription medication name and dose
  • Name and phone number of your pharmacy
  • Date of birth (include birth year)
  • Best phone number to reach you

Refills will be processed within 2 business days. Call your pharmacy to make sure your prescription is available for pick up. If you pick up at the practice, please wait to be called and told it is ready for pick up.

Financial Counseling & Patient Bills

Financial counseling is available though the main hospital and is listed on the Mass General Brigham website, or call them at (617) 732-8008.

For questions regarding bills, please call (617) 726-3884 or email patientbilling@partners.org. Our practice offers equal access to our services regardless of source of payment. If you need assistance obtaining insurance coverage, please call the BWH Financial Counselors.

Forms

We can fill out forms for work, school, etc. Please be sure to complete your own sections of the form, including any release of information. Please allow at least one week for us to complete these forms. For more involved forms such as housing, transportation or disability paperwork, you may need to come in for an appointment.

All patients outside of the Mass General Brigham network looking to transfer records to or from the hospital need to fill out and sign a release form. We are happy to provide this to you and assist in the process upon request. For any questions regarding your transition to South Huntington, please call our main number.

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