Frequently Asked Questions

Welcome to Marlboro Internal Medicine. We are a primary care practice offering integrative healthcare. We want to work with you to address your health issues and offer guidance toward your best possible health. Please take a few minutes to read our policies. Your cooperation and proactive involvement will help us to assist you with your healthcare.

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Contact Information
65 Fremont Street
Marlborough, MA 01752

Phone: 508-303-8553
Email: info@marlborointernalmedicine.com
Web: www.marlborointernalmedicine.com

Office Hours
Monday: 7:30 AM – 5:00 PM
Tuesday: 7:30 AM – 5:00 PM
Wednesday: 7:30 AM – 3:00 PM
Thursday: 7:30 AM – 5:30 PM
Friday: 7:30 AM – 4:00 PM
Several times throughout the year we offer Saturday appointments from 8:30 AM – 11:00 AM.

After Hour Calls
Our providers or their assistants are on call 7 days a week 24 hours a day.

To reach our providers after hours or to see who is covering for him, please call our answering service at 508-303-8553. If you do not receive a call back in 10 minutes, please call again.

If you have symptoms that you think may be life threatening, including concerns about chest pain or stroke, please call 911 or go to the nearest emergency room. Otherwise, the answering service will page the provider when the office is closed for urgent medical matters that cannot wait until the next business day.

Please respect your providers off hour’s time by calling only for urgent medical matters, not prescription refills, referrals, etc… If you page the provider and do not receive a return call within 30 minutes, call the office and have the provider paged again.

Directions

We value our time with you and we want to make the most of it. Therefore, if you have been waiting more than 30 minutes for your appointment, let us know so we can accommodate you.

For sick visits, please call early morning in order for us to get you in same day.

For any changes to your appointment, a 24-hour advanced noticed is necessary for our office to provide optimal service to all our patients. A $25.00 cancellation-no show fee will be assessed if an appointment is missed or cancelled without adequate notice. If you repeatedly miss appointments without calling, we may choose to not continue to see you. If you are 15 minutes or more, late for an appointment, we may ask you to reschedule.

Arrive 5-10 minutes before your appointment so insurance matters can be addressed by the receptionist. Please bring your insurance card on every visit.

Keeping your regularly scheduled appointment is important – for your health, for the convenience of other patients, and for more efficient operations at our office.

For any changes to your appointment, a 24-hour advanced noticed is necessary for our office to provide optimal service to all our patients. A $25.00 cancellation-no show fee will be assessed if an appointment is missed or cancelled without adequate notice. If you repeatedly miss appointments without calling, we may choose to not continue to see you. If you are 15 minutes or more, late for an appointment, we may ask you to reschedule.

If you are running late let us know. We may be able to see another person ahead of you or reschedule you for another day. We value your time and we take pride in our efficiency.
We try to return telephone calls as soon as possible between seeing scheduled patients. Emergent calls will be dealt with immediately and all Urgent calls will be returned within 2 hours. For non-urgent matters, please allow up to 24 hours for your call to be returned. Please be sure to give us the telephone numbers where we can contact you at various times. When leaving a message on our voice mail please include your first and last name, speak slowly and clearly, we also encourage you to leave your date of birth. Messages left after 3:30pm on voice mail may not be reviewed and returned until the following business day.

After Hour Calls
If you have symptoms that you think may be life threatening, including concerns about chest pain or stroke, please call 911 or go to the nearest emergency room. Otherwise, the answering service will page the provider when the office is closed for urgent medical matters that cannot wait until the next business day. Please respect your providers off hour’s time by calling only for urgent medical matters, not prescription refills, referrals, etc. If you page the provider and do not receive a return call within 30 minutes, call the office and have the provider paged again.

Email
Email is used only for non-urgent communication. Requests such as prescriptions, referrals, medical records can be sent to: info@marlborointernalmedicine.com

All co-pays are due the day of your appointment. If you have a deductible or coinsurance we ask that you pay promptly upon receipt of invoice. We accept VISA, MC, checks and cash.
Patient Portal is a great tool to communicate with your provider and submit requests. Your provider will also send you messages and or results of tests. Please be sure to notify our office if you are unable to access your portal. This feature should only be used for non-urgent matters. Messages sent via the patient portal will be addressed and returned within 24 hours unless a request is sent after business hours on a Friday evening, in which case it will be responded to the following Monday.

If you are currently our patient, now you can use our patient portal at your convenience to do any of the following:

  • Request a new appointment
  • View lab results
  • Request a prescription refill
  • Communicate with the office and your provider

If you are not signed up please ask for more information on how to get started or contact our office at 508-303-8553.

Access Patient Portal

We are happy to refer you to a specialist if your problem is beyond our expertise. We may ask you to come in if we need more information. Emergency referrals will be made at the time of your need otherwise, please allow 3-5 business days for non-emergent requests.

Please have the entire necessary information ready at the time of your request:

  • Patient’s name and date of birth
  • Caller’s name and phone number
  • Patient insurance and identification number
  • Name of the specialist or facility along with NPI number
  • Reason for visit and date of appointment
  • Phone and FAX number
Refills should be done at office visits- please bring your medicine bottles with you or bring a list of all your medications with number of refills remaining.

Outside of appointments, we prefer requests be made by contacting your pharmacy directly so that they may fax your refill request to us electronically, or by using your patient portal. You must allow 2 business days for processing.

If we have not seen you in some time, we may give you a refill for 2-4 weeks only and request that you make a follow-up visit. No antibiotics will be given outside of an office visit. Narcotics will require patient to sign a contract with us and refilled according. (If necessary ask for copy of contract)

We kindly request that all patients bring a current insurance card(s) and photo ID to every visit. This will enable us to have up-to-date and accurate billing information in our system.

All payments are expected at the date of service. We are often able to work out special payment plans for patients with extenuating circumstances.

At this time we DO NOT accept the following insurance plans (last updated December 2014):
• Fallon Direct
• Fallon with Mass Health
• Celticare
• Harvard Pilgrim Focus
• Health Safety Net
• BMC
• AARP Medicare complete
• Tufts Health Spirit Plan
• Tufts Medicare Preferred HMO

For further assistance regarding insurance or billing please contact our office at 508-303-8553 between the hours of 9:00am and 3:00pm Monday, Tuesday, Thursday and Fridays. Existing patients who are web-enabled may also contact us regarding billing via their Patient Portal account.

Proof of Insurance
Please present your valid insurance card at each visit. If your claim is rejected due to incorrect insurance or coverage not in effect, then you are responsible for the charges. If we are unable to verify your insurance at time of visit, you are considered a Self Pay and you are responsible for payment at time of the visit.

Co-Payments and Deductibles
Co-pays are due at time of appointment. It is your responsibility to know your insurance plan. All co-insurance, deductibles, and non-covered expenses will be paid in accordance with our office policies.

Claims Submission
We will submit claims on your behalf to your insurance company for payment. Your insurance company may require that you supply certain information directly. It is your responsibility to coordinate your benefits with your carrier. Please be aware that the balance of your claim is your responsibility whether or not your insurance company pays your claim.

Coverage Changes
If your insurance changes, please notify us before your next visit, so we can update your insurance information in our system. Providing us with this information prior to your visit will reduce your wait time. We will also do our best to verify your insurance coverage prior to your visit to minimize surprises at the time of visit.

Accident & Workers Comp
Although our office is happy to treat your medical conditions, if the cause is auto or work related, we ask that you fill out a form with specific information to an open claim.

Secure and reliable access to our patients’ medical records is available through our on-line electronic medical records system.

The relationship between the provider and patient is confidential and any information exchanged will be held in the strictest of confidence. Confidential medical information will be released only with the express consent and authorization of the patient.


NOTICE OF PRIVACY PRACTICES

Marlboro Internal Medicine is a diverse group of providers and staff, who are fluent in many languages, including English, Hindi, Gujarati, Spanish, and Portuguese allowing us to better serve your needs.
If you have any other questions, please call us at 508-303-8553.

We look forward to working with you!
Marlboro Internal Medicine