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Policies and What to Expect

PLEASE read the following important information regarding your therapy and/or physician appointment at Spaulding Outpatient Center Framingham:

Initial Appointment

Please arrive 15 minutes early to allot time to check in and complete the registration process. Your time in the clinic will be approximately 60 minutes. Please bring your insurance card, picture identification and completed patient intake form. This form can be found here (link to Patient Service & Care Guide, (Please include link to attachment Patient Intake Form Download). Also, be sure to bring your prescription from the doctor and a list of medications if applicable. It is advised to wear comfortable clothing and shoes that will be easy to move in.

Please plan ahead, as you must bring any medical records, diagnostic tests with the reports (i.e. MRI’s, CT scans, X-Rays, Nerve Conduction/EMG studies, laboratory tests, and sleep studies) and/or previous office notes RELATED TO YOUR VISIT to the center. Be aware that you may need to sign release forms to obtain your medical records and will most likely need to pick up a diagnostic test/report from the place at which they were performed. It is your responsibility to obtain your medical information because we cannot treat you appropriately without it.

A physician prescription (written order) is required for you to start receiving physical therapy services. Please bring your prescription for therapy to your initial appointment. If your insurance requires that you have a referral from your Primary Care Physician (PCP) to see a specialist, please obtain this. You may call us with this information before the visit or have your PCP fax it to us at. Please be aware that it may take some time for your PCP to process your referral request. If you have any questions regarding your insurance plan, you should contact your insurance provider, although we are happy to answer any questions that may come up.

Reminder: If your insurance requires co-payments, they are due at the time of each service. We accept check and credit card payments.

Additional insurance information

If you choose to receive care without the necessary referrals or authorizations from your insurance, you will assume responsibility for payment. If services are not covered and you still desire them, you may opt to self-pay for each visit.

Please alert us if your insurance changes during your course of treatment.
Please be aware that when seeing a physician, your insurance will be billed for the physician professional service as well a Spaulding technical charge for physician practice support costs.

If you have questions about your bills, please call our Spaulding Billing Customer Service Line: (844) 805-0205.

24 Hour Cancellation Policy

We are a busy practice and appointments are at a premium. Please provide at least 24 hour notice for cancellations so we can notify patients on our wait list. Please be aware that multiple cancellations can affect your recovery, can jeopardize your insurance coverage, and may result in discharge from our service.

Advance Directive/MA Health Care Proxy documents

If you have designated someone to make health care decisions for you in the event you become incapable of making or communicating these decisions, please provide us with a copy of your Advance Directive or Massachusetts Health Care Proxy. Further information is available through the Massachusetts Medical Society at or you can request a copy from the Front Desk Staff.

We support the law known as the Massachusetts Patient’s Bill of Rights. A copy is posted in our center and you may also request a copy.

We participate in outcomes tracking and will be asking you to complete a computerized survey (FOTO) at the beginning and completion of your program. This will help us better understand how your injury/impairment/pain affects your present quality of life and functional issues.

Your satisfaction is our primary goal. If you have questions or concerns, please share these and we will work to resolve any issues. If your patient service representative, therapist, or physician cannot help you, you may contact any of us at.

As a patient, you are a valued member of the treatment team. Please share your goals and expectations with your clinicians. You may receive a satisfaction questionnaire from us. Please complete it and mail/email it back to us.

  • Mission Statement

    Spaulding’s mission is to provide a full continuum of rehabilitation services, to contribute new knowledge and treatment approaches through research and outcomes studies to educate future rehabilitation specialists, to advocate for persons with disabilities, and to support the mission of Partners Health Care System.