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Office Information

Phone Calls/Hours

  • Routine, non-urgent phone calls will normally be returned promptly.
  • We will make every effort to return urgent phone calls immediately. However, if you are faced with a potentially life threatening situation, don't wait. Call 911 or go to your nearest emergency room.
  • If you reach our voice mail system, please leave a detailed message so that we may respond appropriately.

Phone Hours: Monday – Friday, 8:00 a.m. – 4:30 p.m.
Phone: (585) 275-4733
Fax: (585) 756-8054


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 will 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 his or her appointment, you can hand-carry them to us at the time of your visit.
  • 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

Getting Here/Registration

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.

A drop-in child care service, staffed by volunteers, is available for the siblings of pediatric patients who have long treatment sessions.

Prescription/Medication Refills

  • Before coming to your child's appointment, please check to see what prescription refills he or she may need so we can provide them at the time of your visit.
  • Between appointments, call (or have your pharmacist call) during regular office hours for routine refills.
  • Because some prescriptions (e.g., controlled substances) can't be refilled over the phone, please make sure you always have enough medication for nights, weekends and holidays.

Test Results

We will contact you if laboratory results require you to change treatment or pursue alternate diagnostic or therapeutic directions.

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, Blue Choice Option, Preferred Care, Preferred Care Option, Aetna and 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