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Appointment and visitation FAQs

Care at our hospitals and clinics

The safety of our kids and families continues to be our top priority.

We’re taking additional safety precautions to keep you, our team members and the community safe.

Your child’s illness or injury doesn’t stop for a pandemic – and neither do we. We’re here for kids and families, both in person and virtually. We are responsibly restoring clinics, surgical services and therapies that were temporarily postponed or closed due to COVID-19. As a reminder, our ER and inpatient hospitals are always open, ready and safe for your family.

Our goal is to keep patients, visitors and health care providers safe, while caring for everyone who needs us – and we have measures in place to do just that.

Current visitation guidelines:

  • No visitors under age 18 are permitted (no siblings allowed at this time)
  • Inpatient pediatric patients: 1 parent/guardian per day
  • ER patients: 1 parent/guardian per day
  • Outpatient appointments: 2 visitors
  • Patients undergoing surgery, procedures, dialysis, infusion or other testing: 1 visitor per day
  • TCU patients: visitation only allowed for emergencies

Safety measures that protect you and your family

The following safety measures are built on the CDC’s guidelines used by children’s hospitals across the country.

  • Masks are required for patients, visitors and team members. If you don’t have a mask, we’ll provide you with one. (Children under 2 should not wear masks.)
  • Modified visitation guidelines remain in place. We know it’s hard and we thank you for understanding that it’s for everyone’s safety. Friends and family can stay connected virtually and send e-cards with well wishes.
  • We’re screening ALL patients and visitors with temperature checks and questions about symptoms.
  • We’re testing patients prior to surgeries, procedures and hospital admissions to be sure we use proper protective gear to keep everyone safe.
  • Team members are asked to self-monitor for symptoms and stay home if they’re sick.
  • Appointments are spaced out so fewer people are in the waiting rooms.
  • We’re using special cleaning and disinfecting processes. You’ll see more cleaning staff working hard for you, too. We are taking extra care to make sure that our exam rooms, waiting rooms, hospital rooms, equipment, bathrooms and everything in-between is safe for our kids, families and team members.
  • Signage throughout our facilities reminds everyone about safety measures, such as masks, handwashing and maintaining distance between groups.
  • Telehealth services continue to expand to limit in-person interactions when appropriate.

Frequently asked questions 

What do I do if my child needs emergency services?

As a reminder, our ER and inpatient hospitals are always open, ready and safe for your family.

If this is a life-threatening emergency, please seek medical attention right away by calling 9-1-1.

If your child has the following symptoms, we encourage you to seek urgent emergency care:

  • High fever
    • 100.3°F in infants younger than 3 months
    • >100.3°F for more than three days in all other children
  • Difficulty breathing
  • Severe asthma attack
  • Severe stomach pain, vomiting or diarrhea
  • Concussion
  • Broken bone
  • Extreme dehydration
  • Severe cute or painful wound 

Learn more about how to tell if you should go to the ER.

When can my child see their doctor or therapist in person?

We are gradually increasing in-person appointment availability and continuing to offer virtual visits for care that doesn’t require an in-person visit. We are allowing more time between visits to reduce the number of families in our waiting rooms and to help keep everyone safe.

Please call us or send a message to your child’s doctor through the My VCU Health patient portal if you have questions or need to schedule an appointment. Please do not delay your child’s care – our hospitals, clinics and therapy centers are open and safe for your family.

My child’s non-urgent surgery was canceled because of the pandemic, what should I do?

The state-wide ban on non-urgent surgeries was lifted on May 1. We are contacting families to reschedule surgeries and procedures. Please call us or send a message through the My VCU Health patient portal if you have questions.

Can I bring someone with me and my child to their appointment?

Visitor guidelines remain in place. This ensures we can remain as safe as possible and protect you and your child during this time. The current visitor guidelines can be found here.

Is CHoR testing patients for coronavirus (COVID-19)?

Safety is our number one priority. We are testing all children who are admitted for inpatient care in our hospital. We are also testing kids before they have a surgery or procedure so that we can ensure we use the right protective equipment to keep everyone safe. If your child has a planned admission or surgery, we will contact you to schedule this testing.

If your child has symptoms of COVID-19, please call us before coming to your appointment. We are following the CDC’s guidelines for testing in our emergency room and outpatient clinics.

How will you keep me and my family safe when we’re at the hospital or a CHoR location? 

There are many ways we are working to make sure you and your family are safe while visiting us for an appointment or hospital stay.

How are you keeping your team members safe during this time?

All of our team members are asked to self-monitor, or make sure every day before coming to work that they are feeling well. They are not to come to work if they have a fever or any COVID-19 symptoms. We also have regular check-ins with our teams to make sure they are feeling well and ready to care for our kids.

If you’re re-opening, does that mean COVID is gone?

No, the coronavirus (COVID-19) isn’t going anywhere yet, but we will continue to take all the necessary precautions to give your child the high-quality, safe and kid-friendly care you expect and deserve. We’re prepared to quickly respond to and future increased outbreaks of the virus.

What do I do if I still have questions?

Still have questions? We’re here for you and your family. Call us at 804-828-CHOR or message your child’s doctor through the MyVCUHealth patient portal. For questions regarding speech, occupational, feeding and physical therapy, please contact your therapy center.

Our safety promise to you

A lot has changed since COVID-19, but what will never change is our commitment to you.

Care at CHoR during coronavirus

Nicole, age 14, kidney transplant patient

"Everyone has been so nice and we’re very happy with the experience and how soon they’ve been able to see my daughter when she needs an appointment. Compared to other places, it’s been exceptional. The safety measures they’ve have taken have been awesome and it’s really stressful right now for everyone, so to have this is great."

-Nicole’s mom, Brunilda

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Urgent care

Visiting the emergency room

We have been, and always will be here, to help patients in an emergency.

If your child is experiencing a life-threatening emergency, call 9-1-1 immediately.


Is it safe to go to the ER right now?
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Telehealth appointments

Virtual care from the comfort of your home

As we start re-opening services, we also are expanding our telehealth services to ensure you and your child can see your physician from home.

Telemedicine appointments can help you get the care you need when you need it.


Learn more about telehealth
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