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NEW Health is licensed by the
Massachusetts Department
of Public Health.

 

 

 

 

 

FREQUENTLY ASKED QUESTIONS

What is a sliding-fee discount?

 

What is Notice for Use and Sharing of Protected Health Information?

 

What is the mission of North End Waterfront Health?

 

Is parking available?

 

What are the hours of operation?

 

What do I do about urgent care after regular business hours?

 

What services does NEW Health provide?

 

How do I make an appointment?

 

How do I get a specialty referral?

 

What if I need to be hospitalized or require a test that is not provided at the Health Center?

 

What do I need to bring with me to register as a new patient?

 

What kind of health insurance is accepted?

 

What do I do if I can't pay for my care?

 

How do I request a copy of my medical record?

 

How do I get my prescriptions refilled?

 

Do you provide transportation for medical appointments?

 

What do I do if I have a complaint about my experience at the Health Center?

 

What is a Patient-Centered Medical Home?

 

How should I choose my Primary Care Physician (PCP)?

 

 

 

 

What is a sliding-fee discount?

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As a Federally Qualified Health Center that receives federal funding, NEWH provides access to services without regard for a person’s ability to pay.

A discount is offered to all patients who meet eligibility criteria developed from the Federal Poverty Guidelines, based on family size and income.

Individuals and families with incomes below 100% of Federal Poverty are entitled to a full discount and may be charged a nominal fee. The nominal fee may be waived for those individuals who cannot afford to pay it. Individuals and families between 101% and 200% of poverty will be charged a fee in accordance with NEWH sliding fee scale based on family size and income. Individuals and families with incomes above 200% of Federal poverty Guidelines are not eligible for any sliding fee discount.

To assess eligibility for a sliding fee discount, you must complete an application and provide proof of your total household income as required by federal regulations. A “household” is defined as everyone living under the same roof, whether related or not. The application must be completed, signed and returned to the health center with all required proof of income before it can be processed. To obtain an application and learn more about the Sliding Fee Discount Program please call NEWH Resource Specialist, Gina Cardone, 617-643-8039.






What is Notice for Use and Sharing of Protected Health Information?

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On April 14, 2003, the federal Office of Civil Rights implemented the Health Insurance Portability and Accountability Act (HIPAA) to promote privacy and trust between patients and their health care providers. As part of these rules, all new patients seeing their health care provider upon their initial visit are required to sign an acknowledgement form to indicate that they have received the Privacy Notice. The Privacy Notice describes how the hospital/provider uses and shares your personal health information.

 

Patient Privacy Notice - English

Patient Privacy Notice - Spanish






What is the mission of North End Waterfront Health?

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The Health Center is committed to improving the quality of life for the residents of Boston’s North End and surrounding areas by providing high-quality health care that is consumer-oriented, culturally appropriate, neighborhood-based, and affordable.






Is parking available?

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The Health Center is located at 332 Hanover Street in Boston’s North End, a short walk from North Station, Haymarket Square, and Quincy Market.
We also validate parking at the Parcel 7 Garage at 92 Sudbury Street.

If you have an appointment and you park at the Haymarket Garage, we can validate your parking ticket to receive discounted rates:

$1.00 for the first 2 hours
$3.00 for more than 2 hours but less than 3 hours

For more than 3 hours you will be responsible for the FULL regularly charge rate.

NEW Health registered patients only. No commercial vehicles eligible.

Please see other parking requirements posted at Parcel 7 Garage






What are the hours of operation?

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Monday 8 – 5:30 p.m.
Tuesday 8 – 8 p.m.
Wednesday 8 – 5:30 p.m.
Thursday 8 – 8 p.m.
Friday 8 – 5:30 p.m.
Saturday 8 – 12 noon






What do I do about urgent care after regular business hours?

NEW Health physicians provide coverage 24 hours a day, 7 days a week. If you are a health center patient requiring urgent care after usual business hours, call our main number, 617-643-8000. Our answering services will page the physician or pediatrician on call to provide assistance to you. For a life threatening emergency, call 911 or go to your nearest emergency room.






What services does NEW Health provide?

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- Adult Primary Care
- Pediatric Primary Care
- Behavioral Health
- Dental Services
- Vision Services
- Podiatry Services
- Neurology Services
- Obstetrics/Gynecology
- Adult Day Services
- Child Day Care Services
- Transportation






How do I make an appointment?

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Medical appointments: 617-643-8000
Pediatric appointments: 617-643-8000
Behavioral Health appointments: 617-643-8080
For all other services: 617-643-8000

You may request an appointment on the NEW Health website. You will receive a call back about your request within 24 hours. To request a same-day appointment, call the main number and explain the situation. Every effort will be made to provide you with care, whether with your primary care physician or another provider on the team.Walk-in availability is limited. It is always best to schedule an appointment in advance.

To cancel an appointment, we ask that you provide at least 24 hours’ notice. We ask that you arrive 20 minutes early for all appointments.






How do I get a specialty referral?

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Before making an appointment with a specialist, you should get a referral from your primary care provider. Many insurance companies will not pay for specialty visits unless you have been referred. Check your insurance plans for terms of coverage. The Managed Care Referral Department at NEW Health can be reached via 617-643-8000. You will be asked to leave name, date of birth, name of primary care physician, insurance information, name of specialist, and date of appointment.

Referrals are not mailed to patients. They are faxed to the specialty office within one week of the request.






What if I need to be hospitalized or require a test that is not provided at the Health Center?

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Hospitalizations and referrals for specialty testing are made with our affiliate hospital, Massachusetts General Hospital. We also refer to their Emergency Room if the situation warrants.






What do I need to bring with me to register as a new patient?

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-Patient Information Form (click to download)
- Photo identification
- Your health insurance card and co-payment
- Your Mass General blue card number
- If no insurance, proof of income (e.g., pay stubs or tax return and proof of resident bills addressed to you) to qualify for sliding-fee-scale.
- If possible, a copy of your previous medical records.
- A list of current medications.
- For children, an immunization record.






What kind of health insurance is accepted?

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Public Insurance:
-Medicaid (MassHealth Standard, Essential, MassHealth CommonHealth)
-Neighborhood Health Plan
-Network Health
-BMC HealthNet
-Commonwealth Care Alliance
-Health Safety Net
-Children’s Medical Security Plan

Private Insurance:
-Aetna
-Blue Cross Blue Shield
-Cigna
-Fallon Community Health Plan
-Fallon Health and Life Assurance Company
-First Health Network
-GIC
-Global Medical Management Inc
-Harvard Pilgrim Health Care
-Health Care Value Management
-Health Plans Inc.
-Humana
-Medicare (parts A and B)
-Mid West National Life Insurance Co
-Neighborhood Health Plan
-Oxford
-Private Healthcare System
-Tufts
-UMR
-Unicare (GIC)
-United Health Care
-William Sutton

Vision Plans:
-Davis Vision
-Eye Med

If your plan is not listed, please call our Billing Department at 617-643-8050 to verify that we accept it. Please note that you should be mindful of “out-of-network” situations. You must be prepared to pay your co-payment at the time of service.






What do I do if I can’t pay for my care?

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Your ability to pay should not be a barrier to receiving the health care you need. If you don’t think you can pay for your health care, please call our Resource Specialist at (617)643-8039 and make an appointment to see what options are available. You might be eligible for Health Safety Net, through programs such as MassHealth, Commonwealth Care plans, or we might be able to make arrangements for you to pay for services on a sliding scale.






How do I request a copy of my medical record?

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A copy of your medical record can be obtained or sent to another medical provider by calling the Medical Records Department at 617-643-8090. A Release of Information Form must be signed and a copying fee may be charged. To obtain a copy of your medical records at NEW Health, you must submit a written, signed and dated authorization form. Download the (PDF) version of this form.






How do I get my prescriptions refilled?

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Call our Prescription lines:
Adult Medicine 617-643-8111
Pediatrics 617-643-8111
Behavioral Health 617-643-8191

Our goal is to refill within 48 hours of receiving your call. Please provide the name of the medication, the prescribing provider, and the name and phone number of the pharmacy.






Do you provide transportation for medical appointments?

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Our Transportation Services Department, 617-643-8089, can be called to reserve a ride at least 3 days in advance of your appointment date. For NEW Health appointments for North End residents, there is a round-trip fee of $7.00. For wheelchair patients, the fee is $15.00. For appointments outside of the North End, the round-trip fee is $15.00, and $30.00 for wheelchair patients.






What do I do if I have a complaint about my experience at the Health Center?

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The Health Center offers the services of a Patient Advocate, who can be reached at 617-643-8064.






What is a Patient-Centered Medical Home?

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The Patient-Centered Medical Home (PCMH) is an approach to providing comprehensive primary care for children, youth and adults. Our primary care practice features physician-led patient focused teams working with each patient to provide primary care, prevention, and wellness services. Our primary care team providers provide you with expert, caring and personalized care that supports your goals for health and well-being.

Your care team will be responsible for coordinating and tracking your care over time. In addition to the physician leader, your team will include a nurse. Also, you will have access to a nurse practioner, social worker, health educator and other health professionals. We consider you, our patient, to be a critical member of the team and therefore encourage you to take and active role in your care by asking questions and expressing your needs and concerns.







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