Skip to main content
Explore URMC
URMC / Complex Care Center / For Patients / Appointment Information / COVID-19 Coronavirus Updates


COVID-19/Coronavirus Updates

Complex Care Center Patients and Families:

Please read BEFORE coming to your appointment!
Before coming to your ABA, behavioral health, physical therapy, and/or dental appointment:

- If you or your caretaker are feeling ill, please reschedule your appointment
- Allergies or a sore throat could turn into something else, please be mindful that you may put our staff/providers at risk of contracting an illness
- Be aware that you cannot attend in person if you have a fever
- Be aware that you cannot attend in person if your provider believes you have an infection

Please continue to wear a face covering and maintain social distancing.  We will continue to provide in-person service as long as it is safe for patients and staff as COVID is on the rise.

Thank you for your understanding and stay healthy.

We have all watched with concern as the number of the novel coronavirus (COVID-19) cases steadily rises around the world, in the U.S., and in New York State.  We at the Complex Care Center are committed to being proactive and keeping our patients, families and staff healthy. As such we are working to continue to provide access to our services while also being mindful of limiting unnecessary contact for people who may be more vulnerable to severe illness should they acquire this novel coronavirus.

We know that social distancing and wearing face coverings are effective in slowing down or stopping the spread of a disease. As such, we will be offering telemedicine visits for all of our patients.

For those coming in for in person visits, we are screening every patient by phone with a series of questions related to COVID-19.  If a patient screens positive, they will be asked to reschedule their appointment.  Our staff will be performing more frequent cleanings of the waiting room and patient areas. If you are coming in for respiratory symptoms, but did not screen positive for possible COVID-19, we will ask you to wait in your car if possible and bring you straight into a clinic room without using the waiting room. If you feel like you may be affected by COVID-19, please call our office and ask to speak to our nursing staff and do not come directly to the office.

The best way to protect yourself from any virus is common sense and good hygiene practices: cover your cough, wash hands with soap and water for 20 seconds or use an alcohol based hand sanitizer, stay well hydrated and rest, avoid close contact with people who are sick.

Please do not hesitate to contact us should you have further questions or concerns. For more information on the coronavirus, we recommend visiting the CDC Coronavirus (COVID-19) website.
Thank you for your understanding and patience as we work to meet your needs and adapt our services as this public health situation evolves.

Clinical Resources

  • Setting Up My Chart
  • Release of Information Form Release-of-Information
  • Consent for TeleMedicine Appointment - SH419_TeleHealth_Consent-CCC
  • Telemedicine Appointment Instructions - Telemedicine-Instructions
  • MyChart Video Visit Help
  • Patient-ZOOM-app-download-walk-through
  • ZOOM - concerns about privacy: We are sure many of you are aware of news reports about ZOOM and potential security issues.  Most of these relate to the free version of the software and not the University of Rochester version.  ZOOM is HIPAA compliant.  We, at the University of Rochester have investigated this to the extent that we can, and at this time we feel zoom is the most secure option we have for our providers and our patients.   
  • Email signed consent to:
  • Information regarding food resources Links-for-food-resources
  • Excerpts of ED physician, Dr. David Price's video: "COVID-19: Protecting Your Family"
    • The disease spreads through sustained contact with someone who has COVID-19
    • Transmission is almost exclusively from touching hands to face after exposure to droplets
    • Any mask helps to prevent face-touching, so the public doesn’t need surgical masks
    • Dr. Price wears an N95 mask only during procedures such as intubation and extubation
    • COVID-19 patients can avoid infecting family members through isolation within the home
    • About 10% of people who get the disease need hospital care, because they are short of breath, and the large majority of hospitalized patients recover
  • Key points in the video:
  • Local tailor and family make masks
  • Check-in Process - In Person Visits During the COVID-19 Pandemic

 As of May 18, 2020

  1. Your safety and health is our top priority. We have changed our check in procedures so that we may maintain physical distancing while still addressing your needs.
  2. If you are seeing a physical therapist, behavioral health or ABA provider for your appointment and have any symptoms concerning for COVID on the day of your appointment, please call to reschedule your appointment. Symptoms may include: temp >100.4, new cough, difficulty breathing, sore throat (not from allergies), body aches and loss of taste or smell.
  3. Before entering the building, call (585) 276-7945 from your vehicle when you arrive to the appointment.
    1. Note: if you're using medical motors or medicab, call 276-7927, 5 minutes before arriving.
    2. If you cannot get through on that extension, please call the main number 276-7900
  4. You will be asked the following questions on the phone call:
    1. In the past 24 hours, have you had a temperature higher than 100.4 F°?
    2. Do you have a new cough?
    3. Are you having a hard time breathing?
    4. Do you have a sore throat (not from allergies)?
    5. Do you have any body aches?
    6. Do you have any loss of taste or smell?
  5. A staff member will meet you at the front door and walk you to your appointment room once the phone check in process is completed.

REMINDER: During this time you will see staff wearing masks and face shields. If you do not recognize someone feel free to ask their name!

We are excited to see you soon!

Behavioral Health/Mental Health

Cystic Fibrosis

  • Resources-for-patients-with-Cystic-Fibrosis
  • Updates-from-WNY-CF-Foundation
  • Face Mask Offer
  • Free on-demand exercise memberships for adults with CF: The CF Foundation is offering adults with CF ages 18 and older free memberships to beam Beam until Labor Day. Beam provides on-demand sessions and live classes with specialist fitness instructors who can adjust exercises for people with CF. People with advanced lung disease and those who have been sedentary should check with their care teams before engaging in exercise programs. Those interested can sign up at Beam. For questions, contact Claire O’Neill.

Intellectual/Developmental Disabilities

General Information