Insurance & Payment

Q. What insurances do you participate with?
A. We participate with many different plans. Please verify with your insurance carrier that we are in network with your plan.

Q. What forms of payment do you accept?
A. Cash, check, money orders, credit cards (Visa, Discover and Master Card) and Health Savings Accounts (HSA) cards.

Q. What do I do if I lose my health insurance from loss of employment or any other reason?
A. There are several insurance options that you may be eligible for. Please contact the Business Office at 585-381-4982, as soon as possible, to discuss these options.

Q. Is my new baby automatically added to my insurance policy?
A. When a new baby is born, you must promptly notify both your insurance company as well as your Human Resources Department so the baby can be added. (The hospital does not do this.)

Q. Will you bill me for my copay balance?
A. Copays are expected at the time of the visit or a $10 service charge will be added to your account.


Locations, Services & Appointments

Q. What are your hours? 
A: We are open 363 days a year, including nights and weekends. The office is closed on Thanksgiving day and Christmas day.

  • Regular Hours: Our office is open from 7:30 am to 1:00 pm, and 2:00 pm to 9:00 pm, Monday through Thursday. On Friday the office is open from 7:30 am to 1:00 pm and 2:00 pm to 6:00 pm.
  • Weekend Hours: On Saturday and Sunday, appointments are reserved for acutely ill children only. On Saturday, you may call the office from 9:00 am to 11:00 am, on Sunday from 9:00 am to 10:30 am.
  • After Hours: We are available through our answering service. Please call (585) 453-2211.

Q. How far in advance can I make my appointment? 
A: You can schedule well child visits, physical exams, and follow-up visits up to three months in advance by calling your team receptionist (see the "Contact Us" section).


Sick Care

Q. Do you offer same day sick visits for your patients? 
A: Yes. Same day visits are available each day for sick children. Please call your physician’s team receptionist line to schedule same day appointments.

Q. What do I do if my child is sick at night or on the weekend? 
A: If your child is experiencing a life-threatening emergency, dial 9-1-1. If you have questions about a sick child, please call our answering service at (585) 453-2211.

Q. Who takes sick calls at night? 
A: Phone coverage is provided 24 hours a day, seven days a week. When no one is at the office, a professional is on call and can be reached through the answering service at (585) 453-2211. After 9 pm and on weekends after the office closes, your calls are first answered by a trained pediatric nurse, one of our nurse practitioners, or our physician assistant. A physician from the practice is also on call and available for consultation.

Q. Do you have separate well and sick waiting areas? 
A: Yes, our office has separate sick and well waiting areas.


Well Visits

Q. How often do I need to bring my child in for a routine check up? 
A. Frequency of routine well-child visits (physicals) are determined by age:

  • During your children’s first year of life, well visits are scheduled 1-2 days after hospital discharge, and then at 1 week, 1 month, 2 months, 4 months, 6 months, 9 months and at 12 months.
  • During your child’s second and third year, well visits are scheduled for 15 months, 18 months, 24 months, and 30 months.
  • Children over age 3 are generally seen once a year for their annual check up. The easiest way to remember this is to schedule his/her visit around their birthday.

Q. Will I always see the same doctor? 
A: In the interest of continuity of care, we encourage you to schedule your well visits with your primary physician or nurse practitioner. If your child is sick, we will try to schedule you with your primary physician, nurse practitioner or a provider on their team whenever possible.


Requests for Forms, Records, Refills, Referrals

Q. How do I get a referral for a specialist? 
A: For most initial referrals, a patient needs an appointment with their primary care physician first. After that initial visit, you may call our referral line, (585) 381-5523.

Q. How do I get a prescription refill? 
A: For your convenience, we have a prescription refill line. Please call (585) 381-0962.

Q. How do I request a copy of my child’s records for any reason? Is there a fee? 
A: Please go to our Forms & Policies section. Download the Medical Record Release form, fill it out and fax it to the office, (585) 385-7572.  Nominal fees will apply for additional copies.

Q. How do I request a copy of a School Form (for school, daycare, camp, etc.) for my child? 
A: Please contact our office with your request.