Urgent Care & Emergencies

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

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? Expand

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? Expand

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.

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? Expand

  • Providers at Family Medicine Associates will have access to ALL your medical records.
  • The wait time will typically be shorter than a hospital emergency room.
  • Your out-of-pocket cost (copay, deductible, etc.) may be significantly less than a hospital emergency room.
  • Our providers are able to take care of a wider range of medical problems than some other urgent care chains.

Appointments & Referrals

If I am sick, do I need an appointment or can I walk in? Expand Will I receive a reminder or confirmation call from your office? Expand

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

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

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? Expand

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 & Insurances

What is your billing policy? Expand

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? Expand

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

What if I don’t have insurance? Expand

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? Expand

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? Expand


Will Medicare pay for routine yearly physicals? Expand


New Patient & Medical Records

How should I prepare for my first visit? Expand

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? Expand

On our Patient Resources page 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? Expand

On the Patient Resources page 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? Expand

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? Expand



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

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)? Expand

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)? Expand

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.

Phone, Email & Communication

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

We recommend the following methods, based on your need:

  • Patient Portal Messaging
  • Website contact forms
  • Call 413-562-5173

Are your web forms HIPAA Compliant? Expand

Yes. Our entire website is covered by SSL/TLS encryption (HTTPS), and webform are sent with a 2nd layer of encryption(!) .

How do I contact my doctor with a question? Expand

  • If you already have a Patient Portal account, you can message any provider in our practice, or send a message to our staff.
  • If you don’t yet have a Patient Portal account, please fill out and submit this short form and we’ll send you an email to activate your account.
  • Another option is to call our office 413-562-5173 and a message will be relayed to your provider.

Everything Else!

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

  • We post cancellations on our Facebook and Twitter pages.
  • We’ll also post and tweet any information affecting office hours or our patients’ appointments to our Facebook and Twitter followers.
  • Scrolling News Ticker: At the bottom of our website, you’ll see a red scrolling news ticker.  We post important updates here as well.
  • 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? Expand

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? Expand

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