Coronavirus: Spread Facts Not Fear

For any additional questions about COVID-19 treatments, call Carilion Direct at 800-765-3506 or 540-981-7000. 

• Virginia Department of Health COVID-19 Treatment Locator
• NIH COVID-19 Treatment Guidelines
• University of Liverpool COVID-19 drug Interactions Checker

COVID-19 testing is available at Carilion Clinic Family Medicine or VelocityCare locations in conjunction with an in-office or virtual visit. Patients are evaluated for appropriate testing and treatment. If you're looking for on-demand testing, consider retail pharmacy options.

Protect yourself and your community by staying up to date on your COVID-19 vaccinations. According to guidelines outlined by the Virginia Department of Health, anyone age 6 months or older is eligible to receive the COVID-19 vaccine.

Learn more about COVID-19 vaccines and boosters.

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.

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
  • Phone: 540-266-6463
  • Hours: 8:30 a.m. – 4:30 p.m.
• Riverside 3
  • Phone: 540-526-1457
  • Hours: 9 a.m. – 5 p.m.
• Roanoke Memorial Hospital
  • Phone: 540-266-6488
  • Hours: 8 a.m. – 5:30 p.m.
• New River Valley
  • Phone: 540-731-2801
  • Hours: 9 a.m. – 6 p.m.

The payment window at our 1502 Williamson Road NE location is open only for patients who want to make in-person payments. For other Billing Customer Service needs, please contact us by phone or online:

Billing Customer Service: 

• Phone: 866-720-3742 
• Email: billingservice@carilionclinic.org 

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

• Phone: 540-982-3413 

For more information, visit CarilionClinic.org/billing.

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!

Below are some frequently asked questions about 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. 

 

General Information About COVID-19

What are the symptoms of COVID-19?  

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. 

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

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.

How can I protect myself and others from coronavirus? 

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. 
• Get the COVID-19 vaccine if you're eligible.

Additionally, you can follow these tips from the CDC.

How can I get the COVID-19 vaccine? 

There are a variety of ways to access the COVID-19 vaccine once you are eligible. To find an available vaccine appointment near you, please visit vaccines.gov or vaccinate.virginia.gov. 

Visit the Carilion COVID-19 Vaccine webpage to learn more and see where Carilion is currently offering COVID-19 vaccines.  

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

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

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

 

COVID-19 Testing

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

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. 

How much does COVID-19 testing cost?

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.

Do I need a COVID-19 test before I go to my healthcare 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 to quarantine before surgery. 

If you're going to see a healthcare professional for anything else, it's not mandatory to have a test.

 

Visiting Carilion

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

Speak with your healthcare professional 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.

What are the visitation policies?

We have returned to our normal visitation policy for all Carilion facilities as of May 23, 2022. This does not apply to COVID-positive patients or patients under investigation of COVID-19. To ensure the health and safety of patients and caregivers, we recommend all visitors wear a mask and practice social distancing while in our facilities. Visitors should not visit if they are sick, have COVID-19 symptoms or have been exposed to someone with known or suspected COVID-19 within the past 10 days. See the visitor guidelines webpage to learn more.

Am I required to wear a mask when visiting your facilities? 

At this time, masks are recommended but optional for patients, visitors and staff. We have masks available for anyone who would like to wear one. 

If I don't want to come in person, can I do a remote visit?

You can connect with a primary care physician or specialist safely from home through a scheduled video visit. To find out more, contact your primary care physician or specialist or learn how to schedule a virtual visit.

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.