Customer Service
It’s all about the customer service.
We believe what sets us apart from the competition is our people. We go to great lengths to provide the training, resources and tools they need to be able to serve you. Occasionally, while visiting the clinic, you may be asked to fill out a survey rating your visit. Please take the time to fill this out and return it to the receptionist - this is how we can improve our service to you. If you are a patient at Innovis Health, you will be mailed a survey upon discharge. Again, please take the time to fill the survey out and mail it back - it is through these surveys that we are able to pinpoint areas that need improvement and make changes to policies and procedures to provide better care. However, no matter which location you are at, we believe you should be treated with dignity and respect and should be kept informed of your visit and what to expect. If you experience something different, please let us know because we want to be able to provide you with the best care possible.
Telephone Calls:
In addition to calling for appointments, you may find it necessary to call if you have a concern or a question, which you need to discuss with your physician. Please phone the physician’s appointment desk and give a brief description of your concern and a telephone number where you can be reached during the day. It is helpful to have your Innovis Health history number available, as we need that number to locate your chart. Every effort will be made to return all telephone calls in a timely manner.
Test and Lab results:
When the physician receives your test results, you will be contacted by phone or letter. In some cases, the physician may request that you make another appointment to discuss test results. If no visit has been requested and you have not received your test results within seven working days, please contact your physician’s office and leave a message for the nurse or doctor to call with your results. Give the receptionist your history number and a phone number where you can be reached during the day.
Medicare Advantage "Private Fee For Service" Insurance Plans
As of April 1, 2009, Innovis Health no longer accepts Medicare Advantage Private Fee for Service Insurance Plans.
If you are unsure of your plan, we ask that you please contact one of our Patient Relations Representatives at 701-364-4933 or 701-364-3217.
Patient Registration & Financial Information
Innovis Health strives to ensure protection of our patient’s personal information. Although we try our best, we may not always recognize each of our patients.
Therefore, we will continually work to protect our patients from identity theft and fraud. As a protective measure, please provide us with one of the following forms of acceptable identification when you are registering for appointments or when paying your bills:
Insurance card - to assure that we are billing your insurance with the correct numbers and sending the information to the correct address, we will ask for a copy of your insurance card each time you register.
Picture ID - in order to prevent fraud and identity theft, we will be asking for a picture ID each time you register. We want to ensure protection of your benefits by verifying your identity with your insurance card.
Acceptable photo IDs include:
- Driver’s License
- Student ID Card
- Passport
- Military ID
We appreciate your cooperation in allowing us to better protect your health and financial information.
Patient "No-Show" Policy
Innovis Health understands that unforeseen circumstances can and will interrupt our patient’s normal daily lives. That’s why we ask our patients to please call ahead if they are unable to make their appointment.
Innovis Health has implemented a no-show policy to help our patients better understand why it is important to call ahead and reschedule your appointment. Patients who fail to show up not only cause an interruption in his or her provider’s schedule but they also occupy an appointment that may have been filled by another patient seeking immediate medical attention.
Innovis Health defines a "no-show" as:
- A patient that does not present at the appointment time or the appointment was not cancelled prior to the appointment time
Innovis Health defines a "Cancellation" as:
- An appointment that is cancelled by the patient prior to the appointment time.
Patients who call ahead of their appointment time to reschedule/cancel will be allowed to reschedule their appointment without "no-show" being placed on their record.
If a patient has "no-showed" three (3) times within a 12-month period with the same provider, the provider will have the option to discharge the patient from their practice.
If a follow up attempt is necessary, the provider will contact the patient by mail or phone.
The implementation of this policy will allow us to better serve our patient population and to do so in a more timely manner. We appreciate your understanding and commitment to our organization.
If you have any questions or concerns, please feel free to contact one of our Patient Relations representatives at 701-364-3217 or 701-364-4933.
Innovis Health Quality of Care
At Innovis Health, our team of providers and staff work together to provide a safe and caring environment that is conducive to healing. We want your experience to meet your highest expectations and for you to feel that your healthcare needs have been met. If at any time you have a concern or complaint, we would appreciate the opportunity to speak to you about it. We ask that you please contact one of our Patient Relations Representatives at:
Hospital: 701-364-4933
Clinic: 701-364-3217
Innovis Health will look into the complaint/concern and will be sure to respond to you within a specified time frame.
If your concern cannot be resolved by our Patient Relations Representatives, you may also contact one of following agencies:
North Dakota Department of Health
600 East Blvd Ave
Bismarck, ND 58505-0200
701-328-2352
Minnesota Department of Health
393 Dunlap St
PO Box 64970
St. Paul, MN 55164-0970
612-676-5000
The Joint Commission Office of Quality Monitoring
One Renaissance Boulevard
Oakbrook Terrace, IL 60181
800-994-6610
Email: complaint@jointcommission.org
Fax: 630-792-5636