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Office Information

Phone Calls/Hours

Phone Hours: Monday – Friday, 8:00 a.m. – 4:30 p.m.
Phone: (585) 275-2464
Fax: (585) 275-8706

  • Routine, non-urgent phone calls will normally be returned within one or two working days.
  • We will make every effort to return urgent phone calls promptly. However, if you are faced with a potentially life threatening situation, don’t wait. Call 911 or go to your nearest emergency room.


  • For life threatening problems, call 911 or go to the nearest emergency room.

Appointment Scheduling/Cancellations

  • We see patients by appointment only. Because of the large number of patients we serve, we’re not able to accommodate walk-in visits.
  • You can schedule an appointment by calling our office during phone hours. When scheduling an appointment, please:
    • Be specific about the reason for coming in so that we may schedule adequate time.
    • Have your insurance card available.
    • Have your physician referral number available if your insurance plan requires you to have one.
    • Tell us of any special needs you or your child may have (such as an interpreter).
    • Ask what medical records will need to be transferred from your child’s pediatrician prior to his or her first appointment.
  • If you need to cancel your child's appointment for any reason, please call at least 24 hours prior to your appointment. That will allow us to offer the appointment to a child from our waiting list.

What to Bring to Your First Appointment

  • Prior to your first appointment, you’ll need to make arrangements to have your child’s medical history information sent to our office, including any recent reports, x-rays, or other test results pertinent to his or her medical condition. If they can’t be transferred to us directly from your child’s pediatrician in time for you’re his or her appointment, you can hand-carry them.
  • For all appointments, please bring:
    • A list of your child’s current medications (with dosages), including any over-the-counter medications or supplements he or she has taken in the past six months;
    • Your current insurance card;
    • Insurance claim form.

Getting Here/Registration/Your Visit

  • Our clinic is located on the 1st floor of the Ambulatory Care Facility (ACF-1), Suite B, adjacent to the parking garage.
  • Your cooperation in arriving on time for your child’s appointment helps us stay on schedule. First time patients should arrive 15 minutes early to allow for registration. Please be prepared to provide information about your family's medical history as well as your child's medical history.
  • A drop-in child care service, staffed by volunteers, is available for the siblings of pediatric patients who have long treatment sessions.
  • Your child's first appointment is often lengthy and could take an average of 1 1/2 hours, but could take as long as 3 hours if additional testing is necessary. Please plan accordingly.

Prescription/Medication Refills

  • Medication refills are completed within 24 hours after we receive your call. To avoid delays or problems, when you call the refill in, please provide the following information:
    • Phone number of your preferred pharmacy
    • Phone number where you can be reached
    • Name of medication
    • Strength (for example: 5 mg/ml)
    • How the medicine is taken (liquid, nebulizer, inhaler, etc.)
    • Amount of medication and how frequently it is taken
  • We regret that we cannot refill prescriptions for patients who have not been seen in our office within the last 12 months.

Procedure Scheduling

  • When you schedule your appointment for a procedure, you will receive preparation instructions as well as the location and date of the procedure.
  • Preparation instructions vary from test to test. It is important to obtain instructions from our office for your child's specific procedure.

Test Results

  • Urgent results: We will call you as soon as we have them.
  • Routine results: You may call our office 1-2 days after the test. Please note: some test results may take longer to receive.

Medical Records

  • Your child’s medical records are strictly confidential and cannot be disclosed to anyone without a parent or guardian’s written permission. The parent or guardian must sign a special written consent form to authorize the release of this confidential information from Golisano Children’s Hospital.

Billing and Insurance

  • Payment is due at the time of your visit. We accept cash, personal checks, or credit cards. We also accept most types of insurance, including Blue Choice, Preferred Care, Aetna, as well as Medicaid.
  • We will complete the necessary forms and bill the insurance company for you. Please be aware that you will receive a bill for any balance or non-covered service.
  • Contact your insurance provider directly to learn the specifics of your coverage at Golisano Children’s Hospital.
  • Our staff will be happy to assist you with any billing questions.

Insurance Updates

  • Notify our office if you change to a different primary care or referring provider, or if you change your insurance coverage.

Your Rights and Responsibilities