Frequently Asked Questions

What is Patient Gateway? How do I sign up?

Patient Gateway is a website run by Mass General Brigham, that allows you to update and access many parts of your child’s medical chart, including:

• Renewing prescriptions
• Requesting appointments
• Asking non-urgent medical questions
• Changing your contact information
• Requesting health forms
• Reviewing your child’s medical notes/records

How much access you and your child have in Patient Gateway depends on his or her age. Click here for more information.

To sign up, please call our office.

 

What is the correct dose of Tylenol (acetaminophen) or Motrin (ibuprofen) for my child?

Both of these medication dosages are based on your child’s current weight. Click here to find the correct dose for your child.

 

Does your office allow walk-in visits without an appointment?

We do not support walk-in visits; please call our office to schedule an appointment!

 

I was scheduled for a virtual visit. How do I start the video chat with my provider?

For patients who have signed up for Patient Gateway, please make sure to have Zoom installed on your device. You can enter the virtual visit waiting room by logging into your Patient Gateway account.

For patients without access to Patient Gateway, you will be provided with information on how to connect with your provider at the time of scheduling. We are currently using doxy.me for these visits.

 

What is your vaccine policy?

You can find our vaccine policy here.

Prescription Refills

How long can it take for my refill prescription to arrive at the pharmacy?

It can sometimes take up to 3 days for the pharmacy to receive the prescription.

 

When can I send in prescription refill requests?

Anytime during weekday business hours. Refills are not done on weekends or holidays — if it’s an emergency, please call the office to leave a message with the nurses or the after-hours answering service.

 

Billing & Insurance

I have a new insurance provider. How do I update the office?

If you’re signed up for Patient Gateway, please update your child’s insurance provider there. If not, please call our office to update us.

 

I’m looking to switch to a new insurance plan. How can I tell if my pediatrician is in-network?

Please check with your insurance provider directly, and make sure that each doctor your family uses is in-network for that plan.

 

Why am I being charged for certain services billed in your office?

Please contact your insurance provider to discuss these charges — your specific insurance plan determines what you’re charged after a visit. 

 

Referrals

Do I need a referral for my insurance? 

It should say on your insurance card — usually you do not for a PPO plan, but you may need one for an HMO plan. If you need a referral, please first schedule the appointment, and then call us with the following information:

• Patient’s insurance ID number
• Subspecialty provider’s name, NPI number, phone number, and fax number
• Date of upcoming appointment, and the reason for referral