FAQs
Why am I asked to arrive 15 minutes early for my appointment?
We want to make sure your visit is remarkable. Arriving at least 15 minutes early insures you have time to park and check-in before your appointment time. There may be a line at the front desk, or an issue with insurance could slow down your check-in. Arriving early helps keeps the entire day on track for all of our patients.
Why does my provider run late, even if I arrive early?
We apologize for the inconvenience when you aren’t seen on time. When a provider gets behind, it is often because of an unexpected complication during a patient visit that required more time. In these cases, every effort is made to get back on schedule.
Why do I need to show my insurance card every time I come to the office?
We collaborate with insurance companies to ensure patients enjoy a smooth visit at the clinic and when their bills arrive. Our responsibility is to maintain accurate insurance information in your medical record. The extra time it takes to verify insurance is a requirement but also important to ensure you receive all your insurance benefits correctly the first time.
How do I have my medical records sent to another practice?
To release records to a specialist or practice outside of Novant Health, we need your written permission. We have forms in the office for that purpose, or you can fill out an online form at novanthealth.org or make a request through MyChart.
What if I have a question after hours?
Our after-hours care team is only available for urgent health problems. Questions that are not urgent can be left on our voice mail, but it is best to simply call during normal business hours, which are 8 a.m. to 5 p.m. Monday through Thursday and 8 a.m. to 4:30 p.m. on Fridays.
What if I have an emergency?
Don’t waste time if you are having a medical emergency. Call 911 immediately. If your situation is urgent but not life threatening, you can call our office to speak with a triage nurse. Do not use this service for billing questions, refill requests, or appointments.
Are you accepting new patients?
Our office is accepting new patients. Please visit the "Billing and Insurance" tab of our website to see a complete list of insurances our office accepts.
What do I need to bring with me to my appointment?
Please bring your insurance card, identification, a list of current prescriptions and over-the-counter medications, and your insurance co-pay.
What holidays are the office closed on?
We observe the following holidays: New Year’s Day, Good Friday, Memorial Day, July 4th, Labor Day, Thanksgiving, and Christmas.
Will you take care of me in the hospital?
If you require hospital care, our physicians will arrange admission to the hospital of your choice and monitor your progress. If you are admitted to a Novant Health facility, a separate team of Novant Health Inpatient Specialists will oversee your care during your stay. Novant Health facilities can easily share the documentation of your visit with your primary care provider. If you are admitted to a facility that is not part of Novant Health, we can often get your records but may require your signing a release of information.
When will I receive my lab results?
If you have MyChart, you will see your results as soon as they are available, possibly before your provider has had time to review them. Otherwise, you should receive notification of lab results by mail or phone within two weeks of your test. If you have not heard from us after two weeks, please call our office. If your results require immediate notification, we will contact you.
How do I obtain a prescription refill?
Call your pharmacy if you need a prescription refilled before your next visit. The pharmacy will fax our office with the necessary information needed to process the request. For some prescriptions such as controlled substances, you may need to see your provider before a refill can be prescribed.
Refills of prescriptions can take 48-72 hours to process, so please allow plenty of time for you medication(s) to be refilled before running out. We cannot provide refills during the hours the office is closed. Our night and weekend on call physicians are not able to refill your medications.
Who do I call if I have a billing question?
If you have a billing question or concern about your statement, contact the Novant Health Customer Service Center at 844-266-8268.