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Service Updates & Changes

Our primary goal at UR Medicine is to provide the best quality of care in an environment that is safe for everyone. To protect our patients, their loved ones and staff, we must manage their exposure to any illnesses that are easily spread.

Reopening for Hospital Visits, Safely

Declining cases of COVID-19 mean we can open our doors to visitors. We’re following state Department of Health guidance, and many safety guidelines apply.

More for details on visitation changes.

Zero Visitation at UR Medicine Hospitals

UR Medicine hospitals have implemented a zero-visitation policy to further our efforts to protect patients and staff from the spread of COVID-19. This policy will be in place with very limited exceptions, such as end-of-life scenarios.

Exception for Pediatric and Obstetric Patients

One support person for pediatric and obstetric patients is permitted. For obstetric patients, the support person may be present during labor and throughout the post-partum period until discharge.

Once the support person arrives on the unit, they will be screened for symptoms, including temperature. Those with symptoms will be asked to leave the hospital. These screening measures will be completed twice daily throughout the hospitalization.

The support person MUST remain with the patient continually and cannot leave the patient’s room without the patient at any time. Please note, there will be NO exceptions – this includes leaving to smoke or get food. If someone smokes, it is recommended to bring nicotine replacement with them.

Rest assured, staff are working with each family to stay in touch via FaceTime, Skype, phone, and email.

Masking Requirements

As the number of COVID-19 cases increases in our community and region, UR Medicine, in collaboration with Rochester Regional Health, has implemented "universal masking" to help slow the spread of the virus. Learn more about the masking requirements.

Key Service Changes

  • Crisis Call Line hours:
    • Monday–Friday, 7:00 a.m.–8:00 p.m.
    • Saturday–Sunday, 10:00 a.m.–6:30 p.m.
  • Mental Health and Wellness (300 Crittenden Blvd. location) changes:
    • Front Reception closing at 5 p.m.
    • General Adult Ambulatory groups are on hold until further notice.
    • Transitioning to telephone visits, with new patient intake via phone and pre-screening for infection risks both by phone and at the door
  • Older Adult Services at Science Parkway are conducting almost all visits via telephone and video chat. Patients should call the Older Adult Services front desk for appointments at (585) 602-1000.
  • Child & Adolescent Partial Hospitalization Services are conducting sessions via telephone and video chat only.
  • Adult Partial Hospitalization Program is transitioning to a hybrid model starting 4/6.
    • Intake evaluations via Zoom, telephone, and in-person
    • Adjusted hours: 8:30 a.m.–12:30 p.m., Monday through Friday. Will maintain four groups daily.
    • Groups and individual sessions provided with Zoom, with option for in-person sessions for those with special accommodation or have limited access to necessary technology.
    • Initial Psychiatric Evaluations will continue to be in-person, with availability for in-person sessions reviewed on a case-by-case basis.
  • Medicine in Psychiatry (MIPS) is primarily focusing on telephone visits, but is maintaining usual services and hours.
  • Mobile Crisis Team is serving patients via Telephone visits, telehealth visits, and limited face to face visits (adhering to COVID-19 practices).
  • Lazos Fuertes is transitioning to primarily telephone visits, with on-site appointments determined via severity.
  • The Family Lounge sponsored by Ronald McDonald House Charities of Rochester is closed until further notice.
  • Employee Assistance Program and Behavioral Health Partners are currently developing a new program specific for employee health during the COVID-19 crisis.