Preparing for Your Child’s Appointment

Preparing for Your Child’s Appointment

We want your child’s arrival to be as seamless as possible. We’ve collected some information here to support you and your child as you prepare for their appointment.

Your Child’s Appointment Details

Your child’s appointment time, date, address and contact information are available from the welcome page of their Norton MyChart account. Certain tests or procedures may require fasting or avoiding specific foods or medications. If any of these apply, your child’s provider’s office will send the instructions. They’ll also be available in your child’s Norton MyChart account.

You can message your child’s provider’s office, reschedule, get alerted if an earlier appointment becomes available and cancel most appointments through Norton MyChart.

eCheck-in for Your Child’s Appointment

You will have the opportunity to eCheck-in up to three days prior to your child’s appointment through Norton MyChart. This allows you to complete typical arrival tasks ahead of time, such as paying a copay or any outstanding balance and completing necessary forms. The day of the appointment, you can use Norton MyChart to notify the office of your child’s arrival.

What to Bring

For most appointments, please bring your ID and insurance card, if applicable. Bring any relevant medical records from care received outside of Norton Children’s, as well as a list of your child’s past treatments, surgeries, allergies, and medications currently being taken.

Patient Safety

Please have your child wear a mask if they:

  • Have a fever, cough, shortness of breath, headache or recent loss of taste and smell.
  • Have tested positive for COVID-19 or been exposed to someone with COVID-19 within the past 10 days.
  • Have recently been diagnosed with a respiratory illness.

Sick individuals should not accompany patients.

If a visitor displays unsafe, threatening or aggressive behavior, or otherwise interferes with care (intentionally or unintentionally), appropriate measures will be taken to protect patients and staff.

What to Expect at Check-In

Upon arrival, you can expect:

  • Check-in at the front desk: Our staff will verify the appointment, update your child’s personal and insurance information, and collect any necessary copays.
  • Forms and paperwork: If your child is a new patient or has updates to their medical history, a few quick forms may need to be completed. Save time by using the eCheck-in feature via Norton MyChart.
  • Insurance and ID verification: Bring your photo ID and insurance card for verification.

Norton Children’s Outpatient including Norton Children’s Medical Center (Emergency/Surgery/Testing)

  • Two visitors may accompany the patient.
  • No one under age 12 may accompany the patient.

Norton Children’s Medical Group Doctor’s Offices and Novak Center for Children’s Health Two visitors may accompany the patient. One must be a parent or guardian.

Norton Children’s Hospital and Norton Women’s & Children’s Hospital Inpatient

  • Up to two primary caregivers: Primary caregivers must be designated for the length of the patient’s stay. They must be age 18 or older, unless they are the parents/guardians of the patient. Primary caregivers will have their fingerprints registered with the visitor management system so they can access the unit and visit the child at any time.
  • Secondary caregivers/visitors: Up to four designated secondary caregivers/visitors may visit between 9 a.m. and 9 p.m. for the length of the child’s admission. Siblings ages 12 and older may be included.
  • Only two visitors are allowed at the bedside at any time. One must be age 18 or older.
  • Pediatric patients awaiting COVID-19 test results, or who have tested positive for COVID-19, may have two designated visitors.
  • One clergy member may be designated for the length of the patient’s stay and may visit between 9 a.m. and 9 p.m.
  • Caregivers/visitors will be required to successfully complete a health screening form daily and receive a visitor’s pass for the day.
  • Compassionate exceptions for visitors will be made on a case-by-case basis.

During the preregistration process, you will be informed of your estimated financial responsibility and any required payments. For patients with required payments, these must be made prior to the service or at the appointment.

You can pay your bill online, through Norton MyChart. Norton Children’s offers financial assistance if your income is equal to or less than 350% of the federal poverty level, meaning help is possible for many middle-income families and individuals.

Payment plans are also available. Contact customer service at (502) 479-6300 or (800) 874-3979 to speak to a representative about making arrangements.

As a not-for-profit health care system, Norton Children’s reinvests funds in staff, facilities and patient care enhancements.

After Your Service You Will Receive:

  • An explanation of benefits (EOB) from your insurance company, typically before you receive a bill from Norton Children’s. Receiving an EOB means your insurance company has processed your claim.
  • You also may receive a separate bill from a physician if you had a service provided by a physician who is not employed by Norton Children’s (for example, a radiologist, pathologist or other specialist). Check to ensure the bill has been processed through your insurance prior to payment. You can contact your insurer with the appropriate claim number if you are unsure.

Financial transparency: Norton Children’s is committed to helping patients understand their health care costs up front, empowering them to make informed decisions.

Supportive resources: Financial counselors and Norton MyChart offer accessible tools and assistance for managing health care expenses.

Care first: No patient is turned away due to inability to pay, reflecting Norton Children’s mission of compassionate, inclusive care.

You have the right to receive a good faith estimate of charges. Call us at (502) 272-5330 to receive a cost estimate based on your insurance coverage or financial situation. If you leave us a message, we are committed to responding within 48 hours. If you have the five-digit current procedural terminology (CPT) code that pertains to the services you’re receiving, please have it ready. Your final bill will vary, depending on actual services provided and your insurance coverage.

You also have rights and protections against surprise medical bills.

Indiana: If you believe you’ve been wrongly billed, visit the Indiana Department of Insurance at IN.gov/IDOI or call (317) 232-8582.

Kentucky: If you think you’ve been wrongly billed, visit the Kentucky Department of Insurance at Insurance.KY.gov or call (502) 564-3630.

Visit CMS.gov/NoSurprises for more information about your rights under federal law.

Interpreter Services

Norton Healthcare provides qualified medical interpreter services at no cost to patients and families to help ensure effective communication for those who are limited English proficient (LEP), deaf/hard of hearing (HOH) or who have other communication challenges.

Services include:

  • Face-to-face interpreters for frequently encountered languages, including American Sign Language
  • Over-the-phone interpreters, available 24/7 for more than 200 spoken languages
  • Video-remote interpreters for frequently encountered languages, including American Sign Language

Please share your preferred language or mode of communication with your care provider — effective communication and reasonable accommodations are essential for the provision of safe and high-quality care.