FAQ

• Adult Primary Care
• Pediatric Primary Care
• Behavioral Health
• Dental
• Vision
• Podiatry
• Obstetrics/Gynecology
• Transportation
• Pharmacy
• Acupuncture
• Nutrition
• School-Based Health Center
• Outreach and Education
• Substance Use Disorder (SUDs) Services

As a Federally Qualified Health Center that receives federal funding, NEW Health 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 NEW Health 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 NEW Health Resource Specialist, Gina Cardone, 617-643-8039.

The Health Center offers the services of a Patient Advocate, who can be reached at 617-643-8101.

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.

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 Haymarket Center Garage (Entrance at 98 Sudbury St.)

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 Haymarket Center Garage. 

NOTE: We only have an arrangement with Haymarket Center Garage for validating.

Northend

Charlestown

Charlestown High School

North End: 617-643-8000

Charlestown: 857-238-1100
To make an appointment call the number associated with the location where you’d like to make an appointment and follow the menu options.

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.

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 781-960-1204. 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.

• Patient Information Form (click to download)
• Photo identification
• Your health insurance card and co-payment
• 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

PUBLIC INSURANCE:

• Medicare (A&B)
• Community Care Cooperative, C3 ACO
• Medicaid
• Health Safety Net
• Connector Care Commercial Plans, (BMC, NHP and Tufts)

PRIVATE INSURANCE: 

• Aetna
• AllWays
• Blue Cross Blue Shield
• Cigna
• Harvard Pilgrim Health Care
• Medicare Supplemental Plans (most accepted)
• Tufts
• Unicare (GIC)
• United Health Care

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.

Call the health center and speak with a member of your care team.

North End: 617-643-8000

Charlestown: 857-238-1100

Sending your request on Patient Gateway is preferred.

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.

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.

Selecting Your NEWH Primary Care Physician
Your primary care physician (PCP) is an important member of your healthcare team. Your PCP provides your annual exams, preventive care screenings, handles your routine illnesses and most minor injuries, recommends prescription medications and will refer you to specialists and hospitals when necessary.

How to Select or Change Primary Care Physicians
You need to select a PCP when you enroll with any health insurance plan. The information below will help you with the process. If you need help with this process, please contact NEWH Resource Specialist, Gina Cardone-Casoni at 617-643-8039. She is available Monday through Friday, 9am – 5 pm.

You can also call the Massachusetts General Hospital Physician Referral Service at: 1-800-388-4644.

Identify the Doctor of Your Choice
It’s easy to choose the Best PCP for you at NEWH.

If you’re not sure how or what to look for in your doctor, here are some Tips on Choosing a PCP that best meets your needs:
• Select the PCP specialty that fits your “age” needs. Some PCPs specialize in adult care, others in children.

• General and family practice are specialties that work with patients of all ages, including children, adults and seniors.

• Pediatrics is the specialty for children (birth to teens).

• Internal medicine is the specialty that works only with adults.

• Geriatrics is the specialty that works with older adults.

You can use questions like these to focus your search:
• Do you prefer a physician who can accommodate specific language or cultural needs?

• Do you prefer a male or female physician?

Why It’s Important to Choose NEWH as Your Primary Care Medical Practice?

• By choosing NEWH as your medical practice, you are eligible for all of the Clinical Service and Programs available to our patients.

• Enjoy flexibility with NEWH. Your primary care physician (PCP) can refer you to a specialist in our Massachusetts General Hospital, MGH network without waiting for administrative authorization. And you can self-refer to anyone in our Health Center for vision, dental behavioral health, podiatry, and OB/GYN services.