We are committed to keeping our patients and communities updated about COVID-19 and will post the latest information about our current guidelines and operations here.

header and blurb

Questions about COVID-19 signs and symptoms? Get answers from our Community Hotline.

The hotline is available Monday through Friday, 8 a.m. to 5 p.m., at 866-604-2873.

Section Title
Hotline
Display at top bottom
Display at top
Display as a single page
Off
Tab
paragraphs
html blurb

We’ve resumed performing elective surgeries and same-day procedures under the strict, ongoing guidance of our Infection Prevention team. Our emergency rooms, imaging services, family and pediatric practices, obstetrics, labs and more are equipped to keep you and your loved ones safe while in our care.

Section Title
Don't Put Your Health on Hold
Use Section Title As Header
Off
Tab Name
Latest Updates
paragraphs
Tab Name
Visitation Restrictions
paragraphs
html blurb

For the latest updates on the COVID-19 vaccine, please visit our vaccine page.

Section Title
COVID-19 Vaccine
Use Section Title As Header
Off
Tab Name
COVID-19 Vaccine
paragraphs
html blurb

Patients and providers with additional questions about monoclonal antibody treatment may call Carilion Direct at 800-765-3506 or 540-981-7000

Section Title
Contact Us
Use Section Title As Header
On
Tab Name
Monoclonal Antibody Treatments
paragraphs
Tab Name
Remote Visits
paragraphs
html blurb

Referrals are needed from a Carilion provider to receive a coronavirus test at our testing centers.

Locations and hours:

  • Roanoke County: 4064 Postal Drive, Roanoke, VA 24018
    • Monday through Friday, 8 a.m. - 6 p.m.
    • Saturday, 8 a.m. - 3 p.m.
    • Sunday, 8 a.m. - 2 p.m.
    • Use this wayfinder document for directions and a map. 
  • Montgomery County: 2875 Barn Road, Christiansburg, VA 24073
    • Monday through Friday, 8 a.m. - 6 p.m.
    • Saturday, 8 a.m. - 3 p.m.
    • Sunday, 8 a.m. - noon
Section Title
Testing Centers
Use Section Title As Header
On
html blurb

Questions about COVID-19 signs and symptoms? Get answers from our Community Hotline. The hotline is available Monday through Friday, 8 a.m. to 5 p.m., at 866-604-2873. You can also learn more about Carilion Clinic guidelines, available resources and our COVID-19 response.

Please note: This number is not a call center to make appointments, receive testing referrals or learn test results.

Section Title
COVID-19 Community Hotline: 866-604-2873
Use Section Title As Header
On
html blurb

Access to mental health and substance abuse support is especially critical during uncertain times like these. Anyone who needs support is encouraged to call 540-491-4878 to speak with a recovery specialist who can provide guidance. The line is open Monday through Friday from 9 a.m. to 5 p.m. Visit the ALLin Facebook page or follow @allinswva on Instagram to learn more.

Section Title
Recovery Support Line: 540-491-4878
Use Section Title As Header
On
html blurb

Mail Order

Carilion’s retail pharmacy offers a mail order service where you can have maintenance medications mailed directly to your home.   

During the COVID-19 pandemic, we are waiving the normal fee for this service.  

Also due to the COVID-19 pandemic, patients may have their prescriptions filled 30 days earlier. 

To learn more, contact Carilion Clinic Pharmacy – Crystal Spring.

Curbside Pickup

Carilion Clinic pharmacies without a drive-through have added a curbside pickup option. We ask that you call your pharmacy ahead to provide payment information if you plan to use this option. Once you arrive, follow the orange signs to the curbside pickup location. Call the number shown on the signs and your prescription will be brought out to you.

Locations and hours for curbside pickup:

  • Crystal Spring
  • Riverside 3
  • Roanoke Memorial Hospital
  • New River Valley
Section Title
Retail Pharmacy Prescription Filling Options
Use Section Title As Header
On
html blurb

Carilion Clinic’s payment center at 1502 Williamson Road N.E. is currently closed for in-person payments.

Patients who need to pay a bill or have a billing-related question can contact us by phone or online:

Billing Customer Service: 

Carilion Debt Recovery (statements that begin with the DRD prefix): 

For more information, visit CarilionClinic.org/billing.

Section Title
Payment Center Currently Closed to Visitors
Use Section Title As Header
On
Tab Name
Information for Patients
paragraphs
html blurb

During this unprecedented time, Carilion caregivers and staff are working hard to serve everyone in the community who needs our care.

You can support the vital work they're doing by donating to the Carilion Clinic Foundation. Your generosity will allow our caregivers to remain focused on their vital work, and remind them that we are all in this together. Thank you.

COVID-19 Support Fund

A fund has been created in response to our community’s desire to offer support during the pandemic. While we currently cannot receive donated meals, the best way to help is to contribute to the Carilion Clinic Foundation’s COVID-19 Support Fund.

The Foundation will use the fund to purchase needed supplies and distribute them to staff and patients affected by the coronavirus. Learn more about how your contribution can help. We are so grateful for the support the community has shown our health care workers during this time!

Section Title
Carilion Clinic Foundation
Use Section Title As Header
On
Tab Name
How You Can Help
paragraphs
html blurb

Below are some frequently asked questions about coronavirus and COVID-19.  

If you have additional questions that are not addressed here, visit the Resources section of this page for links to the sources of truth we are relying on to provide information to our staff and the public. You may also call the Carilion Clinic COVID-19 Community Hotline at 866-604-2873, Monday through Friday, 8 a.m. to 5 p.m. 

 

Question: What are the symptoms of COVID-19?  

Answer: Common signs of COVID-19 include fever, chills, cough and some shortness of breath. The majority of patients experience mild symptoms or no symptoms at all, while others, especially the elderly or those with underlying health conditions, have severe symptoms that could lead to respiratory failure. 

 

Question: Should I go to the Emergency Department if I’m experiencing symptoms of COVID-19? 

Answer: If you think you have been exposed to COVID-19 and are experiencing symptoms, particularly cough and fever together, call your primary care physician first. This allows them to ask screening questions over the phone and prepare to provide care while keeping others safe. If you do not have a primary care physician, call VelocityCare. If you are experiencing difficulty breathing or shortness of breath, you should seek emergency care immediately. 

 

Question: How do I get tested for COVID-19 if I’m experiencing symptoms? 

Answer: If you think you have been exposed to COVID-19 and are experiencing symptoms, particularly cough and fever together, call your primary care physician to arrange for possible testing. If you do not have a primary care physician, call VelocityCare. If you are experiencing difficulty breathing or shortness of breath, you should seek emergency care immediately. 

 

Question: How much does COVID-19 testing cost?

Answer: In compliance with Section 319 of the Public Health Service Act (42 U.S.C. 247d), Carilion Clinic’s charge for a COVID-19 diagnostic laboratory test is as follows:

  • CPT 87635: $69
  • HCPCS U0002: $69
  • HCPCS U0003: $100
  • HCPCS U0004: $100

Additional services provided during the same visit may result in additional charges.

 

Question: How can I protect myself and others from coronavirus? 

Answer: There are simple things you can do to help keep yourself and others healthy: 

  • Wearing a face covering when in public and around people who do not live in your household.
  • Wash your hands often with soap and water for at least 20 seconds, especially after blowing your nose, coughing or sneezing; going to the bathroom; and before eating or preparing food. 
  • Avoid touching your eyes, nose and mouth with unwashed hands. 
  • Stay home when you are sick. 
  • Cover your cough or sneeze with a tissue, then throw the tissue in the trash. 

Additionally, you can follow these tips from the CDC.

 

Question: Should I still go to scheduled doctor’s appointments or procedures if I’m experiencing symptoms of COVID-19? 

Answer: Speak with your health care provider first, whether for primary care, walk-in at locations such as VelocityCare and before scheduled procedures. We’ll ask several screening and registration questions to help determine your next steps. This allows us to streamline your care and protect you, other patients and your care team.

 

Question: If I’m having trouble reaching my physician by phone, what other ways can I connect with them? 

Answer: There are several ways you and your loved ones can access care safely from home including phone visit, video visit and MyChart message. Visit the Connection to Care page for more information about each of these options.

  

Question: How is Carilion Clinic screening visitors for COVID-19 at our facilities? 

Answer: At entrances, visitors will be asked a few questions about symptoms and travel and have their temperature checked. All visitors are also required to wear a mask. If they do not have a mask, one will be provided. See Information for Patients to find out more information about what to expect when visiting our facilities.

 

Question: When will Carilion Clinic resume normal operations? 

Answer: Your safety and well-being are always our top priority and we’re taking extra precautions and safety measures so you feel confident and comfortable in our care. See the Restoring Services section for information about how we’re implementing plans to gradually restore operations.

 

Question: How do I find out how many people have been tested for COVID-19 and if there are any confirmed cases in my area? 

Answer: Visit the Virginia Department of Health website for information about how many people have been tested and the number of cases by locality.

Section Title
Coronavirus FAQS
Use Section Title As Header
Off
Tab Name
FAQs
paragraphs
html blurb

Carilion has implemented plans to continue operations while keeping patients safe during the COVID-19 pandemic. Read answers to frequently asked questions about these plans below.

Is Carilion seeing patients?

Most services are fully operational at this point, but some services vary by department and the number of personnel available. Please be patient while we adjust our service offerings in order to keep our patients and employees safe. If you are in need of a sick visit, we are seeing patients at our VelocityCare sites, and ask that you call ahead. If you are already established with a provider, some practices are able to offer telemedicine visits.

What are the visitor policies?

You can find full visitor policy details on the visitation restrictions section of this page. If you do not feel comfortable visiting a loved one in the hospital, you can request updates from the patient’s care team. If possible, try to provide a contact number for the care team as the patient arrives to the hospital.

If I am going to visit my provider for a non-surgical visit, what can I expect?

Every patient and visitor coming into Carilion facilities must wear a mask and be screened at the entrance. This screening includes a temperature check at the door and a few questions. Sometimes, patients and visitors will be asked to wait in their car before coming inside.

In addition to screening questions, strict precautions introduced during the pandemic will remain for the foreseeable future. Most Carilion clinics and urgent cares do allow one visitor, however, some Carilion sites still have visitor restrictions in place, so any visitor coming with you may have to wait outside the facility unless they fall under one of the few exceptions. If you are unsure, it is best to call ahead to inquire if a visitor can accompany you to your appointment. Patients are asked to social distance while inside the facility. We are working to make this easy for you—waiting room furniture has been rearranged in some facilities and there are a limited number of patients at one time.

See also: What to Expect at Your Next Visit

Should I wear my own mask when I visit?

We require everyone to wear a mask at Carilion facilities. If you do not have a mask or do not have an appropriate mask, we will provide you with one. Face masks with valves and face masks that are deemed offensive are not permitted at Carilion facilities. 

If my family member is having a procedure or a health care appointment, can I come with them?

We do allow some visitors, but the latest guidelines can be found in the visitation restrictions section.

If I take my loved one to a health care appointment, but can’t enter the building, where do I wait?

We do allow visitors to accompany patients to most appointments, however, in some situations, you still may not be allowed to accompany your loved one. If the Carilion site does not allow visitors, there are a few exceptions that permit the patient to be accompanied by a visitor. If you are driving a patient to an appointment, you may stay in your car and wait, or walk around somewhere nearby. The patient or someone from the patient’s care team will contact you when the patient is ready to leave.

Do I need a COVID-19 test before I go to my health care appointment?

Patients scheduled for an operation or a procedure who have not received the COVID-19 vaccine will not need to quarantine prior to testing but will need to quarantine from the time of their test until their procedure has been performed. Patients will be required to show proof of vaccination on the procedure date. Patients requiring a face to face office visit for medical issues are still considered quarantined. Upon receiving a negative test, patients will undergo their procedure. Patients will only be notified of their test result via phone call if the test comes back positive. This helps keeps you and all of our patients and employees safe. Patients who are fully vaccinated against COVID-19 will still be tested but do not have quarantine before surgery. 

If you are going to see a provider for anything else, it is not mandatory to have a test. 

Should I still go to scheduled doctor’s appointments or procedures if I’m experiencing symptoms of COVID-19? 

Speak with your health care provider first, whether for primary care, walk-in at locations such as VelocityCare and before scheduled procedures. We’ll ask several screening and registration questions to help determine your next steps.

If I do not want to come in person, can I do a remote visit?

Telemedicine offerings—including telephone, video and MyChart visits—are available to patients. Some patients will still need to come in person. To find out more, contact your primary care provider or visit here.

Why is it safe to go to the hospital now?

When the pandemic’s spread began in the U.S., there were nationwide shortages of PPE and very limited testing available. This meant we had to severely restrict our services. PPE and testing capabilities are now more accessible, and testing is now a much quicker process. This has allowed us to safely restore services. We are also taking numerous precautions for every employee, patient and visitor who comes inside the hospital.

Where are COVID-19 patients located at the hospital?

Any COVID-19 patients in need of intensive care are located in a unit in the hospital that is isolated from other patients, and they are treated by select health care workers. Every health care worker on this unit has proper personal protective equipment and is taking necessary precautions to reduce the virus’ spread.

Are employees being screened or tested?

We have implemented a screening process for every employee, including non-clinical employees, before they arrive at work every day. Any employee deemed a risk is asked to remain at home and is tested as needed.

If I have a fever, respiratory issues or other COVID-19 symptoms, who do I call?

If you are experiencing COVID-19 symptoms or may have been exposed to someone with it, you should call your primary care provider first. This allows them to ask screening questions over the phone and prepare. If you do not have a primary care provider, call any VelocityCare. If you are experiencing difficulty breathing or shortness of breath, you should seek emergency care immediately.

Section Title
FAQs on Restoring Services: Nov. 11, 2020
Use Section Title As Header
Off
Tab Name
Restoring Services
paragraphs
html blurb

There are simple things you can do to help keep yourself and others healthy:  

  • Wash your hands often with soap and water for at least 20 seconds, especially after blowing your nose, coughing or sneezing; going to the bathroom; and before eating or preparing food. 
  • Avoid touching your eyes, nose and mouth with unwashed hands. 
  • Stay home when you are sick. 
  • Cover your cough or sneeze with a tissue, then throw the tissue in the trash. 
Section Title
Resources
Use Section Title As Header
Off
Tab Name
Resources
Hero Image Categories
Building
Hero Image Selection
Option 1