In a true medical emergency, go directly to the Melrose-Wakefield hospital emergency room.

IF THE OFFICE IS OPEN

Please call the office to request an urgent appointment. We make every effort to see patients the same day of their concern. In a true medical emergency, go directly to the Melrose-Wakefield hospital emergency room.

IF THE OFFICE IS CLOSED

Our doctors take “call” on a rotating schedule and are available 24 hours a day, seven days a week, including holidays.

To reach one of the providers during off hours for urgent matters, call the 781-245-0402 to page the on call provider. In a true medical emergency, go directly to the Melrose-Wakefield hospital emergency room.

Please tell the answering service secretary (not Dutton Family Care employees) your name, your primary care provider’s name, and the nature of your problem. The secretary will then forward the message to the on call provider. We do ask that you not call at night or during the weekends for routine matters such as prescriptions, refills, bills and appointments. These matters are more easily and efficiently handled during routine day-time business hours.

Answering Service Issues
We assume no responsibility whatsoever for the failure of answering service personnel (not our employees) to respond appropriately to an urgent situation. Therefore, in a true emergency, particularly if you are unable to reach the doctor, go directly to the Melrose-Wakefield hospital emergency room.

If you need to have a prescription refilled other than when you are visiting our office, please use the Patient Portal. To access the Patient Portal, please go to our Home Page where there is a link. If you have trouble setting up the Patient Portal, please call the help desk at 617-636-5418. The Patient Portal is the fastest, most convenient way to have your refills done but if you prefer to call our office, please have the following information ready:

• Your name
• Your DOB
• Your doctor’s name
• What prescription you want refilled
• Name and location of drug store

Please have your medicine bottle near the phone when calling so that all the information can be given to our secretary. Before calling for a prescription, check your prescription bottle to make sure you don’t already have refills left. It will say in small print on the bottle if there are refills left. If you have remaining refills, call the pharmacy to refill your prescription.

Please remember that we do reserve the right to refuse to refill prescriptions for patients we have not seen for some time, as the medications may no longer be needed or the dosage may be improper. We may ask you to be seen prior to the refill.

After hours
Please do not call the office after hours for prescription refills. Refills are more easily and efficiently handled during routine day-time business hours.

Some services or specialist referrals may not be covered by your health plan. If you want a referral to a certain specialist, please make sure that specialist is an “in network” provider for your particular health plan. Referral for specialists that are affiliated with Melrose Wakefield Hospital are in general much easier to get approved. Referrals for specialists that are not affiliated with Melrose Wakefield Hospital have to be approved by the medical director. This process can take up to 10 days and the medical director may deny your referral.

If the specialist you choose is not covered by your health plan you will be responsible for payment of the bill in full.

To obtain a referral please call the hospital referral line at 781-338-7100 between 8:00 a.m. and 5:00 p.m.