Phased health care resumption: Questions and answers about office visits | Norton Healthcare Louisville, Ky.

Phased health care resumption: Questions and answers about office visits

Phase 1 of Kentucky’s Healthy at Work plan calls for the reopening of nonurgent/nonemergency health care services, diagnostic radiology and laboratory services. Here are some answers to questions you may have.

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Phase 1 of Kentucky’s Healthy at Work plan calls for the reopening of nonurgent/nonemergency health care services, diagnostic radiology and laboratory services. The plan also recommends that telehealth appointments should be used whenever possible, rather than in-person visits. Your health care provider will review your personal situation to assess whether a telehealth appointment is right for you.

We look forward to serving you with compassionate care. Below are answers to some questions you may have about provider office visits moving forward.

What if I already have an appointment?

Your provider will review your chart the day before your scheduled visit. A staff member will call you to let you know whether you should keep your appointment in person or have a telehealth visit instead. If an in-person appointment is recommended, staff will ask you about COVID-19 risk factors to ensure everyone’s safety for an in-person appointment. If you have certain risk factors or are experiencing symptoms, staff will reevaluate your appointment type and discuss the next steps with you.

Related: Due to the COVID-19 pandemic, we have revised policies that affect labor and delivery for pregnant patients, including treatment protocols for inpatient infants.

Related: Skipping waiting rooms, follow-ups by video call: Medical care resumes with safeguards

What if I need to schedule a new appointment?

A telehealth appointment will be scheduled for you if your provider determines it is appropriate. If an in-person appointment is recommended, and one is available within the next 24 hours, staff will ask you about COVID-19 risk factors to ensure everyone’s safety for an in-person appointment. If you have certain risk factors or are experiencing symptoms, staff will reevaluate your appointment type and discuss the next steps with you.

Norton Healthcare Telehealth

For more information, including a video about how to prepare for your telehealth appointment, visit

NortonHealthcare.com/Telehealth

What do I need to know about coming to an in-person appointment?

Our goal is to protect our patients against exposure to any virus.

  • Staff will call you before your appointment so we may instruct you how to enable text notifications from us.
  • The day before your appointment, staff will remind you to bring a mask from home if you have one. If you do not have a mask, we may give you one when you arrive.
  • Following the instructions we will give you, we ask that you notify us when you arrive. Staff will send you a text when it is time for you to leave your car and enter the practice.

A staff member will check your temperature before you enter the practice. If your temperature is high, staff will explain what you should do next. If your temperature is normal, you will go straight to your exam room for your appointment.

Visitors are not allowed to accompany you. If you require a support person for physical or cognitive needs, tell your provider before your appointment. Children with appointments may be accompanied by one parent or guardian.

For your continued safety, once your visit is complete, we ask that you leave the practice immediately. Our staff will either perform an electronic checkout for you through MyNortonChart, or will call you after your visit.

What do I need to know about a telehealth appointment?

Telehealth appointments allow you to meet with your provider face-to-face through a secure online video connection. Telehealth appointments are covered by most insurance plans, similar to an office visit. Self-pay options are available.

To be eligible for a telehealth appointment, you must:

  • Have a MyNortonChart account
  • Have a smartphone, laptop, tablet or computer device with the MyChart app downloaded
  • Be in Kentucky or Indiana at the time of the visit

Staff will provide additional information to help you prepare for your telehealth appointment.


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COVID-19 Testing

Drive-thru testing is available by appointment at Norton Respiratory Illness Testing Center.

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