phone: (857) 238-1100     fax: (857) 238-1170
Frequently Asked Questions


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

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 NEW Health?

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




What are the hours of operation?

Monday through Friday, 8:30 a.m. – 5:00 p.m.

Saturday and Sunday – Closed

Vision Office Hours
Monday through Thursday, 9:00 a.m. – 5:00 p.m.




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?

– Adult Primary Care
– Pediatric Primary Care
– Behavioral Health
– Dental Services
– Vision Services
– Podiatry Services
– Obstetrics/Gynecology
– Transportation



How do I make an appointment?

Medical appointments: 857-238-1100
Dental appointments: 857-238-1106
For all other services: 857-238-1100

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?

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 857-238-1100. 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?

Hospitalizations and referrals for specialty testing are made with one of our affiliate hospitals, Boston Medical Center and Massachusetts General Hospital. We also refer to their Emergency Rooms if the situation warrants.



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

Patient Information Form (click to download)
– Photo identification
– Your health insurance card and co-payment
– Your Mass General blue card
– 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?

Public Insurance:
-Community Care Cooperative, C3 ACO
-Medicaid (MassHealth Limited )
-Commonwealth Care Alliance
-Children’s Medical Security Plan
-Health Safety Net
(For Vision and Podiatry Services, we also accept Partners and Steward, Pioneer ACO)

Private Insurance:
-Blue Cross Blue Shield
-Connector Care Commercial Plans, (BMC, NHP and Tufts)
-Fallon Community Health Plan
-Fallon Health and Life Assurance Company
-First Health Network
-Global Medical Management Inc
-Harvard Pilgrim Health Care
-Health Care Value Management
-Health Plans Inc.
-Medicare (parts A and B)
-Mid West National Life Insurance Co
-Neighborhood Health Plan, (Commercial only)
-Private Healthcare System
-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?

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?

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?

Call our Prescription lines:
Adult Medicine 617-643-8111

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?

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?

The Health Center offers the services of a Patient Advocate, who can be reached at 617-643-8106.



What is a Patient-Centered Medical Home?

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 practitioner, 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 an active role in your care by asking questions and expressing your needs and concerns.