For Patients

Appointments

Appointments will be accepted by use of the offices directly. An office staff member may need to speak with patients requesting appointments via the Patient Portal. For urgent care or same day appointments, we would ask that you call the office directly so that we can determine the severity of the situation. Patients are seen by appointment with the provider of his or her choice. The secretary making the appointment will ask certain questions to best determine the urgency with which the patient may need to be seen. We strongly believe that each patient needs to choose one provider and see that same provider each time a visit is made, except in an emergency. This allows for the patient to develop a relationship with the provider and provides better continuity of care. Because illness is completely unpredictable, our scheduling is arranged so that patients with serious emergencies may be seen without delay. Patients may make appointments during Office Hours or through use of the Patient Portal for non-urgent care. For a list of Office Hours, click here.

What to do if you can’t keep your appointment
If you are unable to keep a scheduled appointment please call the office at least 24 hours in advance. If that is not possible, please call as soon as possible. We even appreciate last-minute cancellations as this frequently allows us to accommodate patients with more urgent problems.

For emergency appointments click here.

E-mail Policy

Appointments will be accepted by phone or Patient Portal use only. An office staff member may need to speak with each patient before making an appointment in order to determine the best choice of action for each situation. For this reason we cannot accept appointments by e-mail. We appreciate your understanding in this matter.

Prescriptions

If you need to have a prescription refilled other than when you are visiting our office, please use the Hallmark Health Patient Portal located on our home page. This 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.

Please remember that we do reserve the right to refuse to refill prescriptions for patients we have not seen for a long 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.

Referrals

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.

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.

For more information, see Emergencies.

Emergencies

In a true emergency, particularly if you are unable to reach the doctor, go directly to the Melrose-Wakefield hospital emergency room. If emergency is not life threatening but you still need care, please seek treatment at Hallmark Health urgent care facilities located in Medford and Reading. 

IF THE OFFICE IS OPEN

Please call the office to request an emergency appointment. We make every effort to see patients with serious emergencies without delay.

We do ask that you not call at night or during the weekends for routine matters such as prescription refills, bills and non-emergency appointments. These matters are more easily and efficiently handled during routine day-time business hours.

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 Dr. Kidd at night or on weekends, call the Wakefield office at 781-245-0402.

To reach Dr. Calef at night or on weekends, call the Melrose office at 781-665-6922.

Please tell the answering service secretary (not Dutton Family Care employees) your name, your regular doctor’s name and the nature of your problem. The secretary will then forward the message to the doctor on call and will work with the doctor to answer your need as promptly as possible. 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 or Urgent Care facility.

Insurance

If you have insurance, please bring your insurance card(s) to the office every time you visit. Please let us know if you do not have insurance.

Insurance Plans Accepted


All Commercial Insurances accepted by Hallmark Health.

Insurance Plans NOT Accepted


MassHealth and Network health.

Know Your Co-Pay
Many HMOs require a co-payment, which is due at the time of the office visit. We will then bill your health plan for the remainder of the payment due. It is your responsibility to know the amount of your co-pay for each visit. Please consult your insurance card or insurance company to get this information if you cannot find it.

Know Your Deductible
You are responsible for a deductible at the beginning of each calendar year. After the deductible is met, you will be responsible for only a small portion of your bill.

Workmen’s Compensation Accident Insurance
The patient must provide all information including claim numbers and the insurance carrier’s name and address.

Auto Insurance
The patient must provide all information including claim numbers and the insurance carrier’s name and address.

Payment

Please bring a check/cash/credit/debit card to pay for your visit or copay.