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Frequently Asked Questions

Patient FAQs | Visitor FAQs

Frequently Asked Questions for Patients

What services do I need? Where will I receive care?
CarePartners offers different services and programs at a variety of locations. Each person’s needs are different. You may need care in only one of our settings, or your situation may require you to move through two, three or more settings during the course of your treatment. Once you have been admitted, we will work with you, your family and your doctor to help you determine what services you need.

How do I get started with CarePartners?
Here are some common ways people get started with CarePartners:

Coming to CarePartners from another hospital:
If you are coming to CarePartners from an acute care hospital, one of our Admissions Liaisons will visit with you in the hospital and conduct a thorough evaluation to determine the care setting that is most appropriate for you.

Physician’s referral:
Many CarePartners services require a referral from a physician. In some cases, the need for a referral may be dictated by your insurance plan.

Accessing CarePartners services without a referral:
There are some CarePartners services that do not require a referral, such as our Private Duty or Companion services and our Adult Day Services.

Wherever you begin your journey with CarePartners, you’ll work with one of our professionals from Intake & Admissions, who will determine your particular needs and guide you through the process of coming to CarePartners.

How do if find out if I need a referral? How do I get one?
Ask your physician if you need a referral. Or contact our staff to get answers to your questions about accessing any of our services.

For questions, please call the following:
Outpatient Rehabilitation (828) 274-6179
Home Health (800) 627-1533
Hospice and Palliative Care (828) 255-0231
Rehabilitation Hospital (828) 274-6151
Adult Day Services (828) 277-3399

Will my insurance pay?
For qualified services, CarePartners accepts most major health plans including traditional insurance plans, managed care plans, Medicare and Medicaid. Our financial counselors will manage the insurance verification process and financial clearance for patients.

Please contact your insurance provider to confirm that the particular services you need are included in your plan, and to determine their requirements for coverage (such as a physician referral). Currently, most insurers do not provide coverage for Adult Day Services or Private Duty Services. Coverage for other CarePartners services varies by insurer.

What if I need financial assistance?
If you do not have health insurance coverage and are not able to pay for your care, please contact our Financial Counselor at (828) 274-2400 ext. 4043 or 4031 and ask about how you may qualify for free services or reduced charges. Click here to view CarePartners' Financial Assistance Policy.

How can I obtain my medical record?
CarePartners has Health Information Management Services staff who are dedicated to maintaining and protecting patient information. Persons requesting medical records for themselves or others should complete the Request for Access to Protected Health Information Form PDF or in Word form.

Send the completed form by mail to:
CarePartners Health Services
HIMS Department
68 Sweeten Creek Road
Asheville NC 28803

Or by fax to:
(828) 277-4865

For questions regarding the release of protected health information, contact the HIMS Department at (828) 274-9567 ext. 41131.

How do I pay my bill online?
To pay your bill online please click here.

Is there a smoking policy?
CarePartners is committed to promoting healthy lifestyles. Our tobacco-free policy creates a healthier environment for everyone who comes here to receive care, to visit a patient, or to work. Thank you for your cooperation.

Frequently Asked Questions for Visitors

Where should visitors and family members park?
CarePartners has made every effort to ensure ample parking for visitors and family members. Visitors may park in any blue space on our campus. Spaces are conveniently located adjacent to most building entrances. Handicap spaces are available for cars displaying appropriate handicap tags. Whenever possible, please leave white spaces open for our staff parking.

Who can help us find our way around?
Receptionists are available during normal business hours in the lobbies of the Solace Center inpatient hospice facility and in each of our outpatient locations. The main lobby of the Rehabilitation Hospital is staffed by a receptionist 24 hours a day, 7 days a week. These staff members will be happy to answer your questions, offer directions and help you find your way through our facilities.

What are the hospital visiting hours?
Visiting hours are 9:00 a.m. to 8:30 p.m. daily. Family and friends are invited to visit patients in common areas or in patient rooms. Due to limited space in patient rooms, we request that visitors be limited to two at any given time. Children must be under adult supervision at all times.

Because of our Rehabilitation Hospital patients' special needs, we request that visitors:

  • Be careful not to interrupt therapy schedules.
  • Check with the nursing staff before bringing any food into the hospital, as some patients are on restricted diets.
  • Follow all rules and regulations as described by staff.

Are there places to eat on the CarePartners campus?
The Courtyard Café, on the lower level of the Rehabilitation Hospital, welcomes family members and visitors, as well as staff and members of the public, during the following hours Monday through Friday:

Breakfast: 8:15–10:00 a.m.
Lunch: 11:30 a.m.–1:30 p.m.
Dinner: 5:15 p.m.–6:00 p.m.

Hospice Solace Center patients and their visitors may also use the family kitchen and dining room just off the Great Room. There are also tables on the covered patio outside the Great Room.

Snack vending machines are available in the cafeteria and at the Hospice Solace Center.

Where can we stay overnight?
CarePartners is a proud supporter of The Rathbun Center, a hospitality house that provides lodging for family members of patients in our care. Talk with your case manager if your family is in need of this service.

Is there a smoking policy?
CarePartners is committed to promoting healthy lifestyles. Our tobacco-free policy creates a healthier environment for everyone who comes here to receive care, to visit a patient or to work. Thank you for your cooperation.

Are pets allowed?
For the safety and comfort of all patients, CarePartners Rehabilitation Hospital does not allow pets to visit. We do allow service dogs and therapy dogs. Therapy dogs must be registered to volunteer in the Rehabilitation Hospital, but you do not need to register your pet to volunteer at Hospice or Adult Care facilities. All pet therapy volunteer teams must schedule visits and receive orientation with volunteer coordinators in each area. You can learn more about volunteer opportunities here.

 

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