Carolinas HealthCare System
Location and Hours

Frequently Asked Questions

What is an insurance authorization?
An authorization is an approval by your insurance company, which is sometimes required before visits to specialists or before certain medical procedures. Check with your employer or insurance company to see if authorizations are required before visits to specialists.

How can I get a prescription refilled?
Sign up with MyCarolinas to request prescription refills, or bring all of your medications in their original bottles to each visit with your physician. Check to see if you need refills before each visit. For other questions about refills please  call our office at 704-304-7000 during regular office hours. Prescriptions for controlled substances and pain medications (narcotics, nerve pills, etc.) cannot be refilled after hours.

Where should I go if I suddenly become ill?
If you have a life-threatening emergency, call 911 and ask to be taken to Carolinas Medical Center-MercyLevine Children's Hopsital or the closest hospital. For urgent issues, our office maintains 24-hour physician coverage. Call 704-304-7000 and give the operator the name of your primary physician and the reason for the call. Please remember that after-hours services are for urgent medical problems only, and not appointment, refill or routine health questions.

What do I do if I need an appointment today and my primary physician is not available?
You may schedule an appointment with one of your primary care physician's partners or our physician assistant. Your insurance will cover the visit.

New Patients
All new patients should arrive 15 minutes prior to their scheduled visit to allow time for registration. All existing patients with insurance changes, address changes, etc., should arrive at least 15 minutes prior to their appointment.

Who should I notify about changes in address, phone number or insurance?
Call our office at 704-304-7000 as soon as possible.

How much time does it take for the clinic to arrange a managed care referral?
Please allow five business days for processing managed care authorizations and referrals.

How quickly will telephone requests for prescriptions be handled?
Please allow at least 72 hours for a refill. We do not refill prescriptions after hours or on the weekends. We recommend requesting a refill at least five business days prior to the end of your prescription.

When should I get a flu vaccine, and do I need an appointment?
The flu vaccine is usually given from September until the end of March. This may vary based on the start of flu season and the availability of the vaccine. Please call the appointment desk at 704-304-7000 to schedule your flu vaccination.

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