Western New York primary care · Doctors, same-day visits, portal, billing and records
Choose the Right Highgate Medical Group Office, Appointment and Patient Tool
Highgate Medical Group provides family medicine and coordinated primary care from two current Western New York offices: Sheridan Meadows in Williamsville and the Northwoods Medical Building in West Amherst.
This guide explains the practice’s unusual telephone and lunch hours, same-day and Saturday sick care, current providers, MEDENT portal, online scheduling, new-patient forms, accepted insurance, billing questions, medical-record requests and after-hours access.
WESTERN NY CARE ROUTE
WILLIAMSVILLE
SHERIDAN MEADOWS
WEST AMHERST
NORTHWOODS
Call 911 for a medical emergency. Do not wait for the answering service, a portal reply or a same-day appointment for severe chest pain, major breathing difficulty, stroke signs, uncontrollable bleeding, loss of consciousness, serious trauma or another potentially life-threatening condition.
Timing warning: Highgate closes office and telephone service for lunch every day from 11:50 a.m. to 1 p.m. The practice also says its offices close at noon on the last Tuesday of each month.
Current offices
Williamsville and West Amherst.
Patient system
MEDENT portal and scheduling.
After hours
24/7 answering service published.
Start with the correct care path
Which Highgate Medical Group service should you use?
ROUTINE PRIMARY CARE
Preventive or ongoing health need
Schedule with your regular family-medicine team for physicals, chronic-condition management, medicine reviews, preventive screening and follow-up.
Best for: annual exams, diabetes, blood pressure, cholesterol, routine mental-health follow-up and preventive care.
SAME-DAY SICK VISIT
Acute problem that should not wait
Highgate reserves openings each day for acutely sick patients. Call early and describe the symptoms so staff can select an appropriate appointment.
Best for: cold or flu symptoms, ear pain, rash, urinary symptoms, minor injury and other uncomplicated acute concerns.
911 OR EMERGENCY DEPARTMENT
Potentially life-threatening symptoms
Primary-care offices and answering services cannot replace emergency treatment when a delay may threaten life or permanent function.
Use immediately for: severe chest pain, serious breathing difficulty, stroke signs, major bleeding, fainting or severe trauma.
Fast decision rule: Use your regular team for planned care, request a same-day visit for a prompt non-emergency problem and call 911 for dangerous symptoms.
Current patient offices
Highgate Medical Group locations and direct contact details
Use the current Sheridan Drive and East Robinson Road addresses
| Office |
Address |
Phone and fax |
What to confirm |
| Williamsville |
Sheridan Meadows
6255 Sheridan Drive, Suite 200
Williamsville, NY 14221
|
Office: 716-636-7979
Fax: 716-929-0192
|
Provider, appointment type, suite and whether Saturday care is being held here.
|
| West Amherst |
Northwoods Medical Building
3950 East Robinson Road
Suites 207 and 106
West Amherst, NY 14228
|
Office: 716-564-1111
Fax: 716-929-0194
|
Whether your provider is in Suite 207 or 106 and which entrance is most convenient.
|
Old-address caution: Highgate’s website privacy policy lists 1150 Youngs Road, Suite 104, for written website-data requests. The current patient-location page instead lists Sheridan Drive and East Robinson Road. Do not travel to Youngs Road for an appointment unless staff specifically directs you there.
Avoid a closed telephone line
Office, telephone, lunch and early-closing hours
Office doors may be open when routine telephone service is closed
| Time period |
Williamsville |
West Amherst |
Patient action |
| Monday-Friday office |
7 a.m.-5 p.m. |
7 a.m.-5 p.m. |
Use the appointment arrival time supplied by staff. |
| Monday-Thursday phone |
7:30 a.m.-4:30 p.m. |
7:30 a.m.-4:30 p.m. |
Call before 4:30 p.m. for routine scheduling. |
| Friday phone |
7:30 a.m.-3:30 p.m. |
7:30 a.m.-3:30 p.m. |
Do not wait until late Friday afternoon for routine needs. |
| Daily lunch closure |
11:50 a.m.-1 p.m. |
11:50 a.m.-1 p.m. |
Office and telephone service are identified as closed. |
| Saturday office |
8 a.m.-1 p.m. |
8 a.m.-1 p.m. |
Call first because Saturday appointments are described as sick visits. |
| Saturday phone |
7:30 a.m.-12:45 p.m. |
Not separately stated |
Use the office number and follow the current recorded instructions. |
| Last Tuesday monthly |
Closes at noon |
Closes at noon |
Confirm recurring appointments that fall on the last Tuesday. |
Office hours are not emergency-department hours. A location appearing open does not mean it can safely manage a life-threatening condition.
Current physician directory
Highgate Medical Group doctors by office
Highgate’s current physician directory lists nine family physicians. Its clinical teams also include nurse practitioners, physician assistants, nurses, diabetes educators, nutrition professionals and behavioral-health support.
Williamsville physicians
- Dr. Michael Dlugosz
- Dr. Stacey Gugino
- Dr. Justin Green
- Dr. Lori M. Luzi
- Dr. Nicholas Pantano
West Amherst physicians
- Dr. Jaclyn Natalone
- Dr. Michael Freitas
- Dr. Taylor Jacobs
- Dr. David Pawlowski
Team-based visit: Your appointment may be with a physician, nurse practitioner or physician assistant on the same care team. Ask who will conduct the visit when seeing one specific clinician matters to you.
Choose a location first
Select Williamsville or West Amherst based on the provider, insurance network and appointment availability.
Check whether the provider is accepting patients
A clinician can remain listed while having limited or closed new-patient availability.
Verify age eligibility
Ask whether the selected clinician sees children, adolescents, adults or the full family.
Confirm insurance participation
Verify the individual provider—not only the Highgate practice name.
Ask about the care team
Determine whether follow-ups or same-day care may be handled by an NP or PA.
Save the office-specific phone number
The correct location can route results, refills and appointments more efficiently.
Appointment workflow
How to schedule the correct Highgate appointment
Choose the correct office
Determine whether your provider works at Williamsville or West Amherst.
Choose the visit type
Explain whether you need a physical, well-child visit, women’s health exam, chronic-care follow-up or same-day sick appointment.
Check online availability
Open the official MEDENT scheduling page and review the appointment types currently enabled.
Call when the visit is not shown
Online scheduling may not display every provider, age group, procedure or urgent concern.
Verify insurance
Give staff the complete insurer, product and network from your card.
Ask about preparation
Confirm fasting, medicine restrictions, forms, vaccine records, outside records or home readings.
Save the arrival details
Record the office, suite, date, check-in time, clinician and cancellation instructions.
Check for monthly early closing
Confirm appointments scheduled on the last Tuesday of a month because the offices close at noon.
Appointment call script
“I need a [new-patient, physical, follow-up or same-day sick] appointment for [patient age and reason]. My insurance is [complete plan and network]. Which provider and location should I use, what time should I arrive, and what forms, records or preparation are required?”
First-visit preparation
What new Highgate Medical Group patients need
Highgate requires new patients to complete the appropriate registration forms before being seen. Separate packets are provided for patients over age 18 and under age 18.
Completed adult or pediatric new-patient forms
Government-issued photo identification
Current primary and secondary insurance cards
Medication names, doses and schedules
Medication, food and environmental allergies
Relevant prior medical records
Recent laboratory and imaging reports
Childhood immunization records when relevant
Preferred pharmacy information
Copayment and overdue-balance payment method
30
Arrive 30 minutes early
Highgate specifically asks new patients to arrive early for registration and insurance review.
ID
Match legal information
Use the same name, birth date and address shown on identification and insurance records.
$
Prepare for check-in payment
Copayments and overdue balances are expected at check-in.
Do not email completed forms unless Highgate gives you a secure method. The practice’s website privacy policy warns that ordinary website messages and email may not be secure.
Daily sick openings
How to request a same-day Highgate Medical Group visit
Call as early as possible
Daily sick openings are limited and can fill quickly.
Describe the symptoms accurately
Explain when they started, whether they are worsening and any warning signs.
Give the patient’s age
Age can affect the provider, appointment type and safest care location.
Provide current medicines and conditions
Mention pregnancy, immune suppression, diabetes, heart or lung disease and recent surgery.
Ask which office has availability
The earliest opening may not be with your usual provider or at your preferred site.
Confirm testing availability
Ask whether Highgate can perform the needed examination or whether urgent or emergency care is more appropriate.
Same-day call script
“The patient is [age] and has had [symptoms] since [time]. The symptoms are [improving or worsening], and important conditions or medicines include [details]. Is a same-day Highgate appointment appropriate, which office has availability and what warning signs should send us to emergency care?”
Weekend access
How Saturday sick appointments work
Highgate’s current location page lists Saturday hours from 8 a.m. to 1 p.m. at both patient offices. Its services page describes Saturday appointments as sick visits only and says they are available by appointment.
Official-page inconsistency: The service description still refers to a “Youngs Road Location,” while the current location directory lists Sheridan Drive and East Robinson Road. Call before traveling and ask for the exact Saturday address.
Call before arriving
Confirm the exact Saturday office
Ask whether an appointment is required
Describe the acute symptoms
Bring identification and insurance
Use emergency care for severe symptoms
Saturday is not intended for routine physicals. Highgate’s published service description says non-acutely ill patients should make a regular weekday appointment.
Primary-care services
What Highgate Medical Group can help with
Services published by Highgate and what to confirm before scheduling
| Service |
What it includes |
What to ask |
| Same-day sick care |
Daily openings for acutely ill established or eligible patients. |
Which office, provider and arrival time are available? |
| Complete physical exams |
Personal and family history, preventive planning and health-risk review. |
Is this a preventive physical or a separate problem-focused visit? |
| Well-child examinations |
Age-specific growth, development, prevention and health assessment. |
Which vaccine, school or developmental records should be brought? |
| Women’s health exams |
Selected preventive exams, Pap testing, breast examination and mammogram ordering. |
Which services are included and whether a separate gynecologist is needed? |
| Behavioral-health management |
Care coordination and referral to clinically appropriate outside services. |
Is the visit with the PCP, care manager or an outside mental-health professional? |
| Diabetes education and nutrition |
Education and coaching for diabetes and related health risks. |
Is a referral required and will insurance cover the educator or nutrition visit? |
| Chronic-care management |
Monitoring and education for diabetes, heart disease, hypertension and other long-term conditions. |
What home readings and medication information should be prepared? |
| Transitional-care management |
Coordination after discharge or transfer between healthcare settings. |
How soon after discharge should the follow-up occur? |
| Immunizations |
Routine mandatory vaccines and participation in New York’s Vaccines for Children program. |
Is the vaccine in stock, age appropriate and covered? |
| Minor skin procedures |
Selected biopsies, cryotherapy, wound repair and stitches. |
Does the procedure need authorization, pathology or a separate appointment? |
| RetinaVue |
Retinal imaging intended to improve access to eye screening. |
Is it appropriate for your diabetes or eye-screening need and who interprets the image? |
| EKG |
A noninvasive measurement of the heart’s electrical activity. |
Is an office EKG sufficient or is urgent cardiac evaluation required? |
| Spirometry |
Measurement of how much and how quickly air is inhaled and exhaled. |
Should inhalers or smoking be avoided before testing? |
Continuity-of-care service: Highgate also describes providing rehabilitation-related visits at selected McGuire Group facilities, including Garden Gate, Harris Hill, Canterbury Woods and Northgate.
MEDENT patient portal
How to activate and use the Highgate Medical Group portal
Highgate links directly to a MEDENT patient portal. The login page includes account activation, forgotten-password recovery, forgotten-login-name recovery and a login-issues pathway.
Open the portal from Highgate’s official website
Confirm that the page title says Highgate Medical Group Portal.
Select Activate Account when new
Use the registration information or invitation supplied by the practice.
Enter matching identifying information
Use the legal name, date of birth, email and other information held by Highgate.
Create secure credentials
Use a unique password that is not shared with email, banking or other health portals.
Review the connected patient
Confirm the name and medical information before opening results or sending a message.
Use the enabled portal tools
MEDENT can support secure communication, records, documents, test results, account updates, appointment functions, eVisits and electronic statements. The features enabled by Highgate may vary.
R
Results and records
Review information released by the practice and ask the office when an expected result is missing.
M
Secure messages
Use only for non-urgent questions that can safely wait for office review.
A
Appointments
Review, request or schedule appointment types enabled by the practice.
D
Documents
Open clinical notes or documents that Highgate has shared with the portal.
I
Account information
Review contact and history information and notify the office of inaccurate details.
$
Statements
Use electronic billing tools only when they are shown for your Highgate account.
The portal is not emergency care. Do not send a portal message for chest pain, severe breathing problems, stroke signs, serious allergic reaction or rapidly worsening symptoms.
Portal troubleshooting
What to do when MEDENT login or account tools fail
You forgot the password
Select the portal’s Forgot Password option rather than creating a duplicate account.
You forgot the login name
Use the separate Forgot Login Name option on the official portal page.
Account activation fails
Confirm that your legal name, birth date, phone and email match the Highgate registration record.
An appointment is not visible
Call the office and confirm which portal account was connected to the appointment.
A result has not appeared
Ask whether the result is pending, reviewed or released to the portal.
You see another person’s information
Sign out immediately and call Highgate. Do not continue opening or downloading records.
You need family or caregiver access
Request authorized representative or proxy access instead of sharing the patient’s password.
You need a full chart
Portal documents may not equal the complete designated medical record. Use a formal records request.
Use the correct support route: Start with “Having Login Issues?” on the Highgate portal or call the patient’s office. MEDENT’s general support operation primarily serves medical practices rather than resolving individual clinical-account mismatches.
Insurance and eligibility
Insurance accepted by Highgate Medical Group
Highgate says it participates with most local plans but places responsibility on patients to understand their own benefits, network and coverage details.
Major insurance companies and networks shown by Highgate
| Insurance group |
Examples shown |
What patients must verify |
| National and employer plans |
Aetna, Cigna, UnitedHealthcare, Humana and Meritain Health. |
Exact product, provider and primary-care network. |
| Blue plans |
Blue Cross Blue Shield and Empire Blue Cross products. |
The complete network and whether the plan is local or out of area. |
| Western New York plans |
Independent Health, Univera Healthcare and YourCare. |
PCP assignment, referral rules and current product participation. |
| Medicare-related plans |
Traditional Medicare, Railroad Medicare and AARP-branded products. |
Original Medicare versus Medicare Advantage and secondary coverage. |
| Military coverage |
TRICARE and CHAMPVA. |
Referral, authorization and eligibility requirements. |
| Network administrators |
MultiPlan, PHCS, MagnaCare, LBS, POMCO and related networks. |
Whether Highgate is in the exact leased or employer network. |
| Fidelis Care |
Fidelis products. |
Highgate says it is not accepting new Fidelis patients |
“We accept the company” is not enough. Give Highgate and the insurer the exact plan name, product, network, member number, provider and planned service.
Read the full card
Identify the insurer, product, network and member-services phone number.
Name the Highgate provider
Verify the individual physician or advanced practitioner.
Name the location
Confirm Williamsville or West Amherst participation.
Describe the service
Ask about the physical, sick visit, vaccine, test or procedure—not merely the office.
Ask about PCP assignment
HMO and managed-care plans may require Highgate or the physician to be assigned before care.
Ask what is due at check-in
Confirm the copayment, deductible and estimated coinsurance.
Insurance-verification script
“My plan is [complete product and network], member ID [number]. I want to see [provider] at [location] for [specific service]. Is the provider and office in network, must the provider be assigned as my PCP, and what copay, deductible or authorization applies?”
Statements and payments
How to review and pay a Highgate Medical Group bill
Highgate provides a payment page on its official website and directs billing concerns to the practice. The public payment page does not provide detailed billing-policy instructions, so patients should use the account information printed on their current statement.
Confirm the patient and service date
Match the name, provider, location, account number and date of care.
Compare the insurer’s explanation
An explanation of benefits is not a bill. Use it to review the allowed amount and patient responsibility.
Check payments and adjustments
Confirm that insurer payments, contractual adjustments and earlier patient payments appear correctly.
Open Highgate’s official payment page
Avoid payment links received through an unexpected email or text.
Verify the amount before submitting
Do not pay an unfamiliar balance simply because a page displays the Highgate name.
Save the receipt
Keep the confirmation number until the statement and portal show the updated balance.
Billing-question script
“I am calling about the Highgate statement for [patient] and service date [date]. My insurer shows [status or amount], while the statement shows [balance]. Please explain the charge, insurance payment, adjustment and patient responsibility.”
Medical-record access
How to request Highgate Medical Group records
The MEDENT portal may provide selected results, clinical documents and account information. Use a formal records request when you need a complete chart, older material, billing records or transmission to another provider.
Portal may be enough for
- Selected test results
- Released clinical notes
- Shared medical documents
- Appointment information
- Medication or history information enabled by Highgate
Use a formal request for
- A complete designated medical record
- Older records not visible online
- Medical images or complete reports
- Billing and payment records
- Records sent to another person or organization
Call the office that maintains the chart
Ask for the current HIPAA authorization or patient-access request process.
Identify the patient completely
Provide the legal name, birth date, current address and any previous name.
Choose the requested date range
Ask for only the documents needed when a complete lifetime chart is unnecessary.
Name the record types
Specify visit notes, laboratory results, imaging, immunizations, medication history or billing information.
Select the delivery format
Ask whether the information can be provided through the portal, secure electronic delivery, paper, CD or secure fax.
Sign the request
A personal representative may need guardianship, healthcare-proxy or estate documentation.
Keep proof of submission
Save the date, office, recipient and staff member who received the request.
Federal access rule: HIPAA generally requires a covered provider to act on a patient-access request within 30 calendar days. One additional 30-day extension may be used only when the patient receives a written explanation and completion date within the original period.
Copying fees: A provider may charge a reasonable cost-based amount for copying, supplies and postage. Federal guidance says a patient cannot be charged for searching for or retrieving the record.
Website-data correction is different from medical-record correction. Highgate’s web privacy page provides an address, email and phone number for correcting information collected through the website. Ask for the clinical amendment process when the disputed information is inside your medical chart.
Records request script
“I need access to Highgate records for [patient] covering [date range]. Please provide the current authorization or patient-access form, explain the available electronic and paper formats, identify any cost and tell me where the completed request should be submitted.”
After the appointment
Results, referrals and prescription follow-up
A test result is missing
Check the portal, then call the ordering office and ask whether the result is pending, reviewed or released.
A result is marked abnormal
A flag alone does not show severity. Ask the provider how the result relates to your health and symptoms.
You need a routine refill
Contact Highgate or follow the portal and pharmacy instructions before the medicine runs out.
The pharmacy has no prescription
Confirm the medicine, dose, pharmacy location and whether an examination or test is required.
A specialist has not contacted you
Ask where the referral was sent, whether insurance approval is complete and who should schedule.
Your symptoms are worsening
Call Highgate for clinical guidance. Use emergency care immediately for serious warning signs.
Result follow-up script
“I completed [test] on [date] for [provider]. Can you confirm whether the result is complete, whether the clinician reviewed it, where I should see the explanation and what follow-up is required?”
When the office is closed
How Highgate’s 24/7 answering service should be used
Highgate publishes a 24-hour answering service for patients when the offices are closed. Call the regular office number and follow the recorded instructions.
Reasonable after-hours calls
- An urgent symptom that cannot safely wait
- A treatment reaction needing clinician guidance
- A question about whether urgent care is appropriate
- A recent discharge problem
- A time-sensitive issue specifically covered by the on-call instructions
Routine issues for the next business day
- Physical scheduling
- Routine form completion
- Non-urgent billing questions
- Routine records requests
- Ordinary portal password problems
Call 911 instead of the answering service for severe chest pain, difficulty breathing, stroke symptoms, uncontrolled bleeding, seizure, unresponsiveness, severe allergic reaction or serious injury.
After-hours call summary
“The patient is [age], the symptom is [description], it started [time], and it is [improving or worsening]. Relevant conditions and medicines are [details]. Please advise whether we should use home care, urgent care or emergency treatment.”
Website and portal privacy
How to protect personal information when contacting Highgate
Highgate’s website privacy policy warns that ordinary website messages and email may not be secure. Use the MEDENT portal or another method specifically supplied by the office for sensitive medical information.
Use a secure patient process for
- Symptoms and medical history
- Test results
- Identification documents
- Insurance-card images
- Medical-record authorizations
- Prescription and medication details
Keep ordinary email limited to
- Requesting a secure contact method
- General website questions
- Non-medical administrative inquiries
- Requests to correct website account information
Local patient shortcuts
Practical Highgate tips that prevent delays
01
Avoid the lunch window
Office and telephone service close from 11:50 a.m. until 1 p.m.
02
Check the last Tuesday
The offices publish a noon closing on the last Tuesday of every month.
03
Call early for sick visits
Same-day openings are reserved daily but can fill quickly.
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Same-day openings are reserved daily but can fill quickly
04
Confirm Saturday’s address
Official pages contain conflicting Sheridan Drive, East Robinson Road and Youngs Road references.
05
Use the correct office number
Williamsville and West Amherst use separate direct lines.
06
Arrive early as a new patient
Highgate specifically asks first-time patients to arrive 30 minutes early.
07
Verify Fidelis status
The current insurance page says new Fidelis Care patients are not being accepted.
08
Use MEDENT, not MyChart
Highgate’s official portal is hosted by MEDENT.
09
Do not email medical details
The website privacy policy warns that regular email may not be secure.
Maps and directions
Highgate Medical Group location maps
Williamsville — Sheridan Meadows
West Amherst — Northwoods
Before starting the trip: Confirm the clinician, building, suite, arrival time and any weather-related schedule change directly with Highgate.
Patient contact directory
Who to contact for each Highgate Medical Group task
Prepare the patient name, birth date and provider before calling
| Patient need |
Best contact |
What to prepare |
| Williamsville appointment |
716-636-7979 |
Visit reason, provider, insurance and availability. |
| West Amherst appointment |
716-564-1111 |
Visit reason, provider, insurance and availability. |
| Same-day sick care |
Call the usual office early |
Symptoms, onset, severity, medicines and warning signs. |
| After-hours clinical concern |
Call the usual office number |
Patient age, symptoms, medicines and callback number. |
| Billing concern |
716-636-7979 |
Statement, account, service date and insurance explanation. |
| Portal login issue |
MEDENT login-help link or patient office |
Legal name, birth date, email and error message. |
| Medical records |
Office maintaining the chart |
Date range, record type, recipient and requested format. |
| Website privacy question |
info@highgatemedical.com |
Limit ordinary email to non-sensitive administrative details. |
10 patient questions answered
Highgate Medical Group frequently asked questions
Where is Highgate Medical Group located?
Current patient offices are at 6255 Sheridan Drive, Suite 200, Williamsville, and 3950 East Robinson Road, Suites 207 and 106, West Amherst.
What are the regular office hours?
Both locations publish Monday-Friday hours from 7 a.m. to 5 p.m. and Saturday hours from 8 a.m. to 1 p.m. Telephone hours are shorter.
Does Highgate offer same-day appointments?
Yes. Highgate says it reserves daily openings for acutely sick patients. Call early because availability is limited.
Are Saturday appointments available?
Saturday hours are listed from 8 a.m. to 1 p.m., and the service page describes Saturday appointments as sick visits only. Call to confirm the exact location.
Which patient portal does Highgate use?
Highgate uses a MEDENT patient portal with account activation and login-recovery tools.
Can I schedule online?
Yes. Highgate links to MEDENT online scheduling. Call the office when the provider or appointment type you need is not available online.
What should a new patient bring?
Bring completed forms, identification, current insurance cards, medication and allergy details, relevant records and payment for any copayment or overdue balance. Arrive 30 minutes early.
Which insurance plans are accepted?
Highgate lists many local and national plans. Verify your exact product, provider and service directly with the insurer and practice.
Is Highgate accepting new Fidelis Care patients?
The current insurance page says Highgate is not accepting new patients with Fidelis Care insurance.
How do I reach Highgate after hours?
Call the normal office number to reach the published 24/7 answering service. Call 911 immediately for a life-threatening emergency.
Final live actions
Official Highgate Medical Group patient tools
The important procedures are explained above. Use these official pages when you are ready to complete a live appointment request, portal login, payment, form download or insurance check.
