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We've reopened for non-emergency services: Our quick-and-easy guide to care

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Updated June 22, 2020

At VCU Health, patient safety and comfort have always been our top priority.

With the recent COVID-19 pandemic, we understand you may have concerns about coming to a medical facility. We want you to know that we have intensified our already rigorous protocols and precautions to ensure the safety of our patients, visitors and employees.

On-site patient services

Our doors are open for safe, routine patient services. These include:

  • Office visits
  • Routine tests
  • Emergency room care
  • Inpatient and outpatient surgeries, including complex and non-emergency (elective) surgeries
  • Cardiac catheterizations
  • Inpatient rehabilitation
  • Endoscopies

Safe, comfortable environment

As you return to our care, you can be sure that VCU Health is committed to being there for you with:

  • A highly clean environment with safety protocols put in place
  • Compassionate expert caregivers
  • Plenty of PPE (Personal Protective Equipment)
  • The latest medical equipment
  • A full supply of medicines

Our safety practices include:

  • Separate locations for potential COVID-19 patients from those with other conditions.
  • Regular screening for all patients.
  • Sanitation of all places and objects patients and staff encounter as well as extra hand-washing stations.
  • Enforcement of social distancing in waiting rooms and other public spaces across our facilities.
  • Our staff wear face masks and other personal protective equipment when caring for patients.
  • All patients and visitors must wear a mask. Masks are required and will be provided to anyone who needs one.

We require on-site screening and testing for COVID-19:

  • Screening refers to a series of questions asked to determine your risk for COVID-19. They include questions about symptoms, travel history and exposure to someone who has been confirmed to have the virus.
  • Testing is done only after screening. This involves taking a nasal swab and sending it to the lab for testing.

For your safety, we screen everyone for coronavirus symptoms at our entrances. We also test every patient for COVID-19 before undergoing surgery or being admitted to the hospital.

Visitation policy

We have resumed limited visitation for hospitalized non-COVID-19 patients, allowing one adult visitor per day, with some restrictions. Our patient care philosophy depends greatly on engaging family and friends to be part of the healing process. We have adopted safety practices that limit the risk of COVID-19 while allowing visitors back.

Visitors will be required to wear a face mask and visitor badge at all times while on our premises and will need to follow specified visitation hours.

Highlights of the new visitation policy include:

  • One adult visitor per day, 18 years or older, permitted per patient after being screened and receiving a face mask.
  • Inpatient visitation limited to 12 p.m. – 8 p.m.
  • Visitors must stay in the patient room for the duration of the visit and wear a face mask at all times.
  • Visitors are required to wear a visitor badge, provided by the information desk, at all times while on site.
  • Entry points for inpatient visitors will be limited to Gateway and Critical Care Hospital entrances. Please bring an I.D.

Exceptions to this policy remain the same:

  • For patients in the Labor and Delivery and Mother Infant units: One adult visitor, 18 years or older, permitted per patient. No other restrictions.
  • For pediatric patients in all units: One adult visitor, 18 years or older, permitted per patient per day. No other restrictions.
  • For non-COVID-19 patients who are at the end of life: The number of visitors is determined by the patient's care team.​
    • Children under age 18 are permitted to visit a parent or primary caregiver.
    • Children must screen negative for COVID-19 symptoms.
    • Children 3 years or older must wear a face mask. 
  • COVID-19 positive patients at the end of life are allowed one adult visitor, 18 years of age or older. No other restrictions are in place.

Outpatient services

Can I bring someone with me to my appointment?

The following guidelines are in place for outpatient clinic appointments:

  • To help keep the number of people in our environment as low as possible, we encourage adult patients to attend their appointments alone if possible.
  • Adult patients can bring one person along if they require assistance, and pediatric patients can bring two adult companions.

When can I be seen in person?

  • If you are experiencing a life-threatening emergency, call 911. Our emergency room is always open.
  • If you had a procedure or surgery canceled, we will be reaching out with instructions about how to reschedule your treatment as soon as it is available.
  • While some procedures will begin immediately, there might be wait times for others. Our care teams are evaluating each individual case to safely prioritize scheduling.
  • For people with critical or chronic conditions like organ failure, cancer or heart problems, we have remained open to care for these patients during the pandemic outbreak and will continue to do so.

Telehealth (virtual visits)

If you prefer, you can visit your doctor by virtual visit, also referred to as an e-visit. If you would like to speak with a specialist, our patient access representatives can work with you to schedule an appointment.

If you have an urgent care need, our on-demand virtual urgent clinic is open daily to adults in Virginia from 8 a.m. to 11 p.m. using the app VCU Health Anywhere. An on-demand pediatric clinic is available daily from 3 p.m. to 11 p.m. For these virtual visits, no appointment is required.

For questions related to an upcoming in-person or virtual video appointment, please contact (804) 828-7929. For questions about a pediatric visit, call (804) 828-CHOR (2467). Existing patients can also send a message through the My VCU Health patient portal. In a medical emergency, call 9-1-1.

Valet parking

Our downtown valet services have opened, with a few changes:

  • Gateway valet opens for surgeries at 5 a.m.
  • The Ambulatory Care Center valet opens for surgeries at 5:30 a.m.
  • Massey and the Children’s Pavilion continue to be self-park only.

Learn more about our resumption of non-emergency (elective) surgeries and services, and how we're keeping you safe.