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    Patient Tools
    Patient Tools  /  FAQs


    What if I have a question after hours?

    Our after hours phone system is focused on dealing with urgent health problems. Questions about refills, appointments and billing cannot be handled after or before our normal hours of operation. For questions of a non-urgent nature, we ask that you call our office between 8 a.m. and 5 p.m., Monday through Friday.

    What should I bring with me to my appointment?

    Please bring a complete list of prescriptions and over-the-counter medications that you are taking, shot records, your insurance card and co-pay.

    What types of health insurance plans do you accept? 

    For your convenience, we file most major insurances. We are not taking any new patients with Medicaid, Carolina Access, or NC Healthchoice at this time. For a complete list of insurance companies and accepted plans, visit our Billing and Insurance page

    Do you offer same-day appointments?

    Yes. For the convenience of patients with urgent health needs, our office offers same-day sick appointments. There are limited appointments available; therefore it is highly recommended that you call at 8 a.m. when we open to schedule.

    How long does it take to get an appointment?

    Calling our office at the first sign of illness helps to ensure that you receive an appointment time sooner rather than later. Normally, we are able to schedule same-day appointments for those requiring urgent care. Routine annual physicals, or wellness visits, are normally booked out one to two months for both providers. Around the beginning of the school year and end of the calendar year are the times that physicals are usually requested by patients, so please call with plenty of notice to schedule around those busy times. 

    Can someone else bring my child in for an appointment if I can’t make it?

    Yes. We do require that a note is sent with the adult bringing the child in. The note will only be valid for that one visit and another will be required if another event arises when neither parent can come in. A good contact number needs to be on the note in case we need to contact you with any questions regarding treatment for that visit.

    When will I receive my lab results?

    Laboratory results will be reported to the patient only after review by the physician. Please allow the office 7-10 business days to report lab results to you either by telephone or letter. In order for us to give results to a family member or anyone else, a release must be signed by you and placed in your chart.

    On which holidays is your office closed?

    Our office is closed on New Year's Day, Good Friday, Memorial Day, Independence Day (July 4th), Labor Day, Thanksgiving and Christmas.

    What if I need a new prescription?

    New prescriptions will not be given over the phone. The physician MUST see you to evaluate your condition and needs before treating any new problems.

    How do I obtain a prescription refill?

    Please ask your physician at the time of your visit for any routine prescription refills. If you must call for a refill, please contact your pharmacy and they will send us a faxed request. Please allow 48-72 hours for all refills. We do not provide refills when the office is closed, so try to allow for weekends and holidays when deciding if a refill is needed. If you have not been seen in the office in the last six months, your provider will require a visit before authorizing a refill.

    What is the process for completing a health form?

    A patient needing a health form or sports physical form should have been seen for a complete physical within the preceding 12 months. Forms require three to five business days for completion. Completed forms can be picked up at the front desk or mailed to you. 

    In order to see a specialist, do I first need a referral from my primary care physician at Novant Health Sun Valley Family Physicians?

    To determine whether you need a referral from us before seeing a medical specialist, please view the terms of your insurance plan. This information is usually listed on your insurance card or can be obtained by calling your insurance company. 

    What if I have a question about a medical bill?

    Billing questions may be directed to the customer service contact center at 1-844-266-8268 weekdays from 8 a.m. to 6:00 p.m.

    What if I have a question about a laboratory bill?

    Please contact Solstas Lab Partners directly at 888-664-7601.