Urgent Care & Emergencies

  • What do I do if I need care outside of normal business hours?

    For a true medical emergency, please dial 9-1-1. For a non-emergency medical issue that cannot wait until normal business hours, please call (413) 562-5173. Your message will then be relayed to the physician on-call to ensure your urgent matter is dealt with in a timely manner.

  • What is Urgent Care and how does it work?

    Urgent care services are designed to treat those who need attention quickly. FMA has reserved times for those who need an urgent appointment or an appointment that qualifies to be made in the same day. Please call to schedule all appointments.

  • What kinds of health issues fall under Urgent Care?

    Generally, everyday injuries and illnesses can require Urgent Care. Family Medicine Associates can treat everything from colds, flu, and ear infections to cuts, fractures, sprains and dislocations. If you are having symptoms of a UTI, persistent fever or chills, respiratory issues, acute abdominal pain<24 hours, or a skin rash, please call our office to speak with a member of the medical staff to determine the urgency of your appointment.
    To view our list of services, click here

  • What are the advantages of being seen by a provider at Family Medicine Associates instead of the Emergency Room (ER) or a Walk in Clinic?

    1. Providers at Family Medicine Associates will have access to your medical records.

    2. The wait time will typically be shorter than a hospital emergency room.

    3. Your out-of-pocket cost (copay, deductible, etc.) may be significantly less than a hospital emergency room.

    4. Our providers are able to take care of a wider range of medical problems than some other urgent care chains.

  • If I have an URGENT MEDICAL QUESTION outside of regular business hours, who should I call?

    On Monday, Wednesday and Friday evenings from 6:00PM-9:00PM and on weekends from 9:00AM-9:00PM an ON CALL PROVIDER can be reached for URGENT MEDICAL QUESTIONS  at 413-378-4132 . This telephone will only be available during those hours. If you have a LIFE-THREATENING EMERGENCY or an urgent medical problem after 9:00PM (or on weekends) pease go to the nearest Emergency Room.

    Any questions regarding prescriptions, refills, referrals, appointments or billing questions – please call the office during regular business hours: 413-562-5173 or refer to other sections of this FAQ.

Appointments & Referrals

  • If I am sick, do I need an appointment or can I walk in?

    Patients are seen by appointment only, but same-day appointments are available. Urgent appointments will be scheduled based on the type and severity of the problem. If you have a true medical emergency, call 911.

  • Will I receive a reminder or confirmation call from your office?

    Yes, we call patients to confirm appointments one day prior.

  • How are referrals made (What is the process)?

    Here at FMA, we have a dedicated referral line: (413) 562-5900 available 24/7 for your convenience. Our referral department will process your request during normal business hours (9am-5pm), and we will contact you with a response as soon as one is received.

  • What if I need to cancel or reschedule my appointment?

    Please call the office at (413) 562-5173 option 3 to cancel your scheduled appointment. Failure to cancel your appointment up to 24 hours prior will result in a charge for the visit.

CoPay, Billing & Insurance

  • What is your billing policy?

    Copays and deductibles are due at the time of service. We will bill your insurance for the services rendered at the time of your appointment. Any remaining balance is the responsibility of the patient and we will send you a bill outlining these charges. Balances over 120 days due may be sent to a collection agency unless other arrangements have been made. Please call our billing office at 413-562-7036 if you have any questions regarding our billing policy or if you have questions about a bill.

  • What if I have questions about my bill?

    Contact us we’d be happy to help you! Please call us at: (413) 562-7036

  • What if I don’t have insurance?

    Here at FMA we provide appointments for patients that are paying out of pocket (self-pay). If you have any questions regarding insurance or billing, please call our billing office at : (413) 562-7036 .

  • What if I change insurance?

    Contact our office as soon as the change becomes effective to make us aware of the new information and to be sure we accept the new insurance if that is the case.

  • Is my Co-Pay due at the time of my appointment?


  • Will Medicare pay for routine yearly physicals?


New Patient - Medical Records

  • How should I prepare for my first visit?

    Our Patient Resources page has all of the information you need! , Please download the New Patient Packet  which consists of:

    • Welcome to Family Medicine!
    • Medical Records Disclosure Form
    • Patient Attendance Policy

    Please fill this out and bring with you on your first visit.  In addition to filling out the New Patient Packet, please be sure to have any prior records, list of immunizations, or prior imaging sent to our office. The Medical Records Release Form is available in the patient resources for your convenience. Also, please arrive at least 15 minutes prior to your appointment time.

  • How Do I Transfer My Medical Records to FMA?

    Under “Patient Resources” you will find the document Medical Records Release Form , you may print this form out and send to wherever you are requesting your records from.

  • How can I get a copy of my medical records?

    Under “Patient Resources” you will find the document Medical Records Release Form  and you may print this form to fill out and send to our office. Once the Medical Records department receives your request, please allow 5-7 business days to process. *Depending on the request, there may be a small fee.

Meds & Prescription Refills

  • How do I request a prescription refill?

    Please have your pharmacy contact our office for prescription refills. Or, you may do so by dialing (413) 562-5173 option 4.

  • Can I refill my narcotics or controlled substances prescription by telephone?



  • What’s the difference between a DO and an MD?

    The simple answer is that both an MD (Doctor of Medicine) and a DO (Doctor of Osteopathic Medicine) are doctors licensed to practice in the United States. They are similarly educated and certified, but there are differences in their training and philosophy of patient care.

  • What is a Physician Assistant (PA)?

    A physician assistant is a healthcare professional who practices medicine as a part of a healthcare team with collaborating physicians and other providers. In the United States, PAs are nationally certified and state licensed to practice medicine.

  • What is a Nurse Practitioner(NP)?

    A Nurse Practitioner (NP) is a registered nurse (RN) with advanced training in diagnosing and treating illness. Nurse Practitioners prescribe medications, treat illness, and administer physical exams. NPs differ from physicians in that they focus on prevention, wellness, and education. NPs specialize in providing all encompassing individualized care. Most NPs specialize in particular areas of health care. Many NPs work in primary & acute care settings

Everything Else!

  • How will I know if FMA will be closed due to inclement weather?

    Check out our:

    Facebook Page or Twitter Page

    We’ll post and tweet any information affecting office hours or our patients’ appointments to our Facebook and Twitter followers.

    Phone Call: If you’re scheduled for an appointment on a day when weather forces the office close, or close early, we’ll call you!

  • Do you perform labs in your office?

    No, we do not perform labs in our office. We will refer you to a lab that is in network with your insurance plan.

  • What hospital(s) are you affiliated with?

    Some of our providers are affiliated with Baystate Medical Center, Baystate Noble Hospital, and Mercy Medical Center.

Phone, Email & Communication

  • What’s the best way to contact the office with a question?

    You have several options to contact FMA.

    • Website contact forms.
    • Email
    • Phone
  • Are your web forms HIPAA Compliant?

    Yes. Our entire website is covered by SSL/TLS encryption (HTTPS), therefore webform submissions are encrypted and secure.

  • How do I contact my doctor with a question?

    If you need to contact your provider with a question, please call the office at (413) 562-5173 and your message will be relayed to the provider or their medical assistant.

    For secure, online communication with your Provider, please register with our Patient Portal.

Still can’t find the answer you’re looking for? Contact us!