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What to Expect

Thanks for choosing Rochester General Health System's Child and Family Services. We want to make your introduction to our services as stress-free as possible. This page will walk you and your family through our process and let you know what you can expect from us.

Before Calling For An Appointment

Talk to your child's pediatrician prior to making an appointment, some insurances require you to have a referral number to receive services (Child Health Plus, Blue Choice Option, MVP Option, Fidelis Option)

When You Call

We hope to be able to answer your call in person, but at times, we get very busy and will ask that you leave a message with good times to reach you back.

Please have the following information available because we need this to schedule an appointment for you:

  • Insurance card
  • Referral number (if applicable)
  • A summary of your concerns
  • Your child's Primary Care Physician's phone number and address

If you are concerned that your child is in crisis and needs to be seen right away, please discuss your concerns with one of our intake specialists. A therapist is always available to speak with you as well.

What to Expect

On the day you arrive at your appointment, we ask that you fill out some information for us. Attached are links to the documents if you would like to complete them before you arrive:

Child Data Sheet

Child Health Review

Before you meet with one of our Primary Therapists, you will need to meet briefly with one of our intake specialists to review billing and fee information - this process will take between 10-15 minutes. Be sure to bring your insurance card, referral/authorization number (if applicable) and driver's license or other picture ID.

For your first appointment, you will be seen by a Primary Therapist on our team. Their job on the first appointment day is to understand how we can help you and your family and to gather information to begin the assessment and treatment process. This may include asking questions about your child's developmental history, family history and what is going on right now.

If the following documents apply to your family, we ask that you bring them to your first appointment:

  • Individualized Education Plan (IEP) or 504 accommodation plan
  • A list of all previous medications taken (if applicable)
  • If family is divorced / separated or child is in the care of a non-parent, we ask you bring custody paperwork or divorce decree
  • Any previous assessments done: Medical specialty care, Psychological Assessments, discharge plans from hospitalizations, behavioral pediatric reports

Working together with your primary therapist, you will discuss scheduling an appointment with our Psychiatrist or one of our Psychiatric Nurse Practitioners


We ask that in the event you are unable to keep your appointment that you please call 24-48 hours in advance.

Community Resources

  • Monroe County Family Access & Connection Team - FACT linkages to support services in our community: (585) 753-2639
  • Better Days Ahead Family Support Network - provides support to parents: (585) 325-3145
  • Mobile Crisis / Lifeline - assists with mental health emergencies: (585) 275-5151 or call 211