Patients and Visitors

Before You Arrive

Preregistration
For pre-planned admission and all outpatient services, please call our Patient Access and Eligibility Services team 5 to 10 business days ahead of your appointment to preregister. You can reach them at 540-510-6400 or 800-928-2860 weekdays from 7:30 a.m. - 6 p.m. 

You will need current demographic information, insurance information and form of payment available and ready to preregister.

Patient Access cannot answer questions about your care.

MyChart
When you become a Carilion patient, you can use MyChart to manage many aspects of your care. Enroll in MyChart to message your care team, request prescription refills, schedule visits, view lab and test results, check in electronically and more. 

Parking Assistance and Valet

Parking assistance is available at inpatient and outpatient facilities throughout Carilion's Roanoke Campus.

Carilion Roanoke Memorial Hospital and Carilion Children's Hospital
Weekdays 6 a.m.- 6 p.m.
Weekends 8 a.m. - 4 p.m.

Attendants at the hospital's main entrance help with parking and safely escort patients and guests from their vehicles. They can provide wheelchairs and directions to your destination as needed. If you leave after hours, you may pick up your keys from the security officer at the lobby information desks.

Other Carilion Hospitals

Ample parking is available and conveniently located at our other hospitals:

• Carilion Roanoke Community Hospital
• Carilion New River Valley Medical Center
• Carilion Franklin Memorial Hospital
• Carilion Rockbridge Community Hospital
• Carlion Tazewell Community Hospital
• Carilion Giles Community Hospital

Staff are on hand at all of our locations to assist as needed and to help you find your way.

Patient Access

When you arrive at the hospital, a Patient Access and Eligibility Services representative will help you with registration and ensure that your insurance, pre-authorizations, financial information and related information are all up to date. Check in at the lobby desk to get started.

Hospital Amenities

We have two goals for our hospital patients: to give them the best medical care possible and to make their stay as comfortable and pleasant as possible. Explore the services below that are available to you and your family while you are here:

• Guest Services: help with registration, directions, hospital tours and more
• Patient Services: a broad range of services available to patients at every stage of life
• Language Assistance: free translation services in nearly 20 languages
• Volunteer Services
• Roanoke Campus Shuttle
• Dining and Nutrition Services
• Chaplaincy Services

Patients’ Rights and Responsibilities

We are committed to providing the highest levels of care in a safe, healing environment for all patients. You can help by understanding your rights and responsibilities as a patient.

• Patient Rights
• Patient Responsibilities
• Notice of Nondiscrimination and Accessibility*

Visitors

Visiting hours vary by location and visitation guidelines may change based on public health needs.

Whether you’re visiting family in the hospital or preparing for an appointment, check our visitation page for current restrictions and familiarize yourself with our Visitor Guidelines.

In addition to the amenities listed above, we offer a cafe at Carilion Roanoke Memorial Hospital and gift shops at both Carilion Roanoke Memorial Hospital and Carilion New River Valley Medical Center.

Insurance and Billing

We work with most major health insurance carriers. Contact your health insurance company or health benefits manager before you receive care to better understand how your policy works and any financial liability that you may have.

We strive to provide convenient and efficient ways for you to pay for the services you receive from Carilion Clinic:

• Guide to Paying Your Bill      
• Pay Your Bill with MyChart 

After You're Discharged

You may need follow-up care after you leave the hospital. If you need a primary care physician, use the search function at the top of this page or call 1-800-422-8482. In Roanoke, new patients can call Community Care at 540-512-5200 for same-day or next-day appointments.

______
_{*Our patients and members of our community have the right to receive considerate, respectful, compassionate and appropriate clinical care in a safe setting regardless of age, gender, race, color, national origin, religion, language, culture, sexual orientation, gender identity and/or expression, marital or parental status, pregnancy, disabilities, veteran's status, citizenship or source of payment.}

Carilion Clinic's Roanoke campus spans several miles, and many patients have appointments at multiple locations. Whether you are in the hospital or getting lab work done after a checkup at Riverside, take advantage of parking assistance and our campus shuttle to travel car- and hassle-free.

Carilion Clinic also sponsors the Star Line, a free trolley that runs from downtown Roanoke to Carilion Roanoke Memorial Hospital, with 15 convenient stops in between. The Star Line operates weekdays from 7 a.m. to 7 p.m.

Campus Shuttle

Guest Services provides a shuttle service that transports patients, visitors and employees throughout Roanoke’s Carilion campus. Visit our interactive shuttle tracker for a detailed map.

The Blue and Red Routes make these stops:

• Carilion Roanoke Memorial Hospital
• Riverside 1 and 3
• Institute for Orthopaedics and Neurosciences
• Crystal Spring (Imaging, Pharmacy, labs)

You can download the Ride Systems app and search for Carilion Clinic to track upcoming arrival times of the Blue and Red lines. 

The Green Route is available on call and makes these stops:

• Carilion Roanoke Memorial Hospital
• Carilion Roanoke Community Hospital
• Several non-clinical employee locations

Call 540-981-7143 and provide your pickup and drop-off locations for access to the Green Line.

Parking Assistance and Valet

Parking assistance is available at inpatient and outpatient facilities throughout Carilion's Roanoke Campus.

Carilion Roanoke Memorial Hospital
Carilion Children's Hospital

Main entrance: parking assistance, patient and guest escort, wheelchair assistance, directions

Weekdays 6 a.m.-6 p.m. (you can retrieve keys after hours from a security officer in the lobby)
Weekends 8 a.m. - 4 p.m.

Memorial 4N Outpatient Surgery

Parking assistance for outpatients and families; valet service in the early morning

Weekdays 4:45 a.m.- 5 p.m. (you can retrieve keys after hours from a security officer in the waiting room)

Carilion Cancer Center

Valet parking for patients and their drivers

Weekdays 7 a.m. - 5 p.m.

Riverside 1 and 3

Front-door, parking and wheelchair assistance, directions, Riverside shuttle

Riverside 1: Weekdays 7:30 a.m. - 5:30 p.m.
Riverside 3: Mon. - Thurs. 8:30 a.m. - 5 p.m.; Friday, 8 a.m. - 2 p.m.
Shuttle: Weekdays 8 a.m. - 4 p.m.

Institute of Orthopaedics and Neurosciences (ION)

Parking, wheelchair and directional assistance

Weekdays 7:30 a.m. - 5:30 p.m.

Crystal Spring Garage

Assistance finding the closest floor to your destination, wheelchair assistance

Weekdays 7:30 a.m.- 4 p.m.

Outpatient Services

We have two goals for our patients receiving outpatient services: to give them the best medical care possible and to make their visit as comfortable and pleasant as possible. These services are among those available to you depending on your procedure:

• Patient Services: a broad range of services available to patients at every stage of life
• Language Assistance: free translation services in nearly 20 languages

Ask your care team for more information specific to your situation.

Before Your Procedure

Preregistration
For all outpatient services, please call our Patient Access and Eligibility Services team 5 to 10 business days ahead of your appointment to preregister. Patient Access will help you with registration and ensure that your insurance, pre-authorizations, financial information and related information are all up to date. You will need current demographic information, insurance information and form of payment available and ready to preregister.

You can reach Patient Access at 540-510-6400 or 800-928-2860 weekdays from 7:30 a.m. to 6 p.m. 

Patient Access cannot answer questions about your care.

MyChart
When you become a Carilion patient, you can use MyChart to manage many aspects of your care. MyChart is the easiest way to manage your health and stay connected with your care team.

Enroll in MyChart to message your care team, request prescription refills, schedule visits, view lab and test results, check in electronically and more. 

Parking Assistance and Valet

Parking assistance is available at inpatient and outpatient facilities throughout Carilion's Roanoke Campus.

Ample parking is available and conveniently located at our other hospitals and medical offices, and staff are on hand at all of our facilities to assist as needed and to help you find your way.

Patients’ Rights and Responsibilities

Take the time to understand your rights and responsibilities as a patient.

• Patient Rights
• Patient Responsibilities
• Notice of Nondiscrimination and Accessibility
• Visitor Guidelines

Insurance and Billing

We work with most major health insurance carriers. Contact your health insurance company or health benefits manager before you receive care to better understand how your policy works and any financial liability that you may have.

We strive to provide convenient and efficient ways for you to pay for the services you receive from Carilion Clinic:

• Guide to Paying Your Bill      
• Pay Your Bill with MyChart 

Visitors

Visiting hours vary by location and visitation guidelines may change based on public health needs. Familiarize yourself with our Visitor Guidelines and check our visitation page for current restrictions before your appointment.

Before You Arrive

If you are getting routine bloodwork, your physician may not give you special instructions.

For many blood tests and Diagnostic Imaging, however, you may have to fast or drink a special solution beforehand. Be sure to follow those instructions before your appointment. 

For pre-scheduled imaging appointments, please call our Patient Access and Eligibility Services team 5 to 10 business days ahead to preregister. Patient Access will help you with registration and ensure that your insurance, pre-authorizations, financial information and related information are all up to date. You will need current demographic information, insurance information and form of payment available and ready to preregister.

You can reach Patient Access at 540-510-6400 or 800-928-2860 weekdays from 7:30 a.m. to 6 p.m. 

Patient Access cannot answer questions about your care.

MyChart
When you become a Carilion patient, you can use MyChart to manage many aspects of your care. MyChart is the easiest way to manage your health and stay connected with your care team.

Enroll in MyChart to message your care team, request prescription refills, schedule visits, view lab and test results, check in electronically and more. 

What To Expect

Lab Services
Drawing blood is a simple procedure that may be done in your physician's office or in a separate lab. You usually do not require an appointment to visit a Carilion Clinic lab.

Wear a loose-fitting top that provides access to your forearm. When you check in at the registration desk, they will direct you to the lab waiting area. Once you are called back, the procedure should only take a few minutes.

Imaging Services
Our accredited imaging locations provide access to today’s most advanced radiologic diagnostic technology and studies. Imaging is used to:

• Monitor your health, such as with a mammogram or a bone density scan
• Understand the extent of an illness or injury; this includes X-ray, ultrasound, nuclear medicine, PET, MRI and CT scans
• Deliver interventional procedures as a treatment option

Please leave jewelry and other valuables at home and arrive 15 minutes before your appointment. Some exam rooms are kept cool, so dress in layers or bring a jacket. 

When you check in at the registration desk, they will direct you to your destination. How long the testing takes and what is involved can vary considerably. Reach out to your care team with questions.

Parking Assistance

Parking assistance is available at Crystal Spring Imaging in Roanoke. Ample parking is available and conveniently located at our other hospitals and Imaging locations, and staff are on hand at all of our facilities to assist as needed and to help you find your way.

Patients’ Rights and Responsibilities

Our patients and members of our community have the right to receive considerate, respectful, compassionate and appropriate clinical care in a safe setting regardless of age, gender, race, color, national origin, religion, language, culture, sexual orientation, gender identity and/or expression, marital or parental status, pregnancy, disabilities, veteran's status, citizenship or source of payment. You can help by understanding your rights and responsibilities as a patient.

• Patient Rights
• Patient Responsibilities
• Notice of Nondiscrimination and Accessibility
• Visitor Guidelines

Patient Services

These services are among those available to you depending on your circumstances:

• Patient Services: a broad range of services available to patients at every stage of life
• Language Assistance: free translation services in nearly 20 languages

Ask your care team for more information specific to your situation.

Insurance and Billing

We work with most major health insurance carriers. Contact your health insurance company or health benefits manager before you receive care to better understand how your policy works and any financial liability that you may have.

We strive to provide convenient and efficient ways for you to pay for the services you receive from Carilion Clinic:

• Guide to Paying Your Bill      
• Pay Your Bill with MyChart 

Visitors

Visitation guidelines may change based on public health needs. If you plan to have a loved one accompany you, familiarize yourself with our Visitor Guidelines and check our visitation page for current restrictions ahead of time.

Before Your Appointment

Wear loose-fitting clothes on the day of your appointment. Please arrive 15 minutes before your scheduled visit and check in at the front desk.

MyChart
When you become a Carilion patient, you can use MyChart to manage many aspects of your care. MyChart is the easiest way to manage your health and stay connected with your care team.

MyChart also offers proxy access if you are caring for a child or an adult who needs support. Ask your doctor about activating proxy access. Teens (age 12-17) have the right to limit proxy access to their personal health information. 

Parking

Parking assistance is available at several Roanoke-campus outpatient facilities. Ample parking is available and conveniently located at all of our medical offices, with staff on hand to assist as needed.

Patients’ Rights and Responsibilities

Our patients and members of our community have the right to receive considerate, respectful, compassionate and appropriate clinical care in a safe setting regardless of age, gender, race, color, national origin, religion, language, culture, sexual orientation, gender identity and/or expression, marital or parental status, pregnancy, disabilities, veteran's status, citizenship or source of payment. You can help by understanding your rights and responsibilities as a patient.

• Patient Rights
• Patient Responsibilities
• Notice of Nondiscrimination and Accessibility
• Visitor Guidelines

Outpatient Services

We have two goals for our patients receiving outpatient services: to give them the best medical care possible and to make their visit as comfortable and pleasant as possible. These services are among those available to you depending on your procedure:

• Patient Services: a broad range of services available to patients at every stage of life
• Language Assistance: free translation services in nearly 20 languages

Ask your care team for more information specific to your situation.

Insurance and Billing

We work with most major health insurance carriers. Contact your health insurance company or health benefits manager before you receive care to better understand how your policy works and any financial liability that you may have.

We strive to provide convenient and efficient ways for you to pay for the services you receive from Carilion Clinic:

• Guide to Paying Your Bill      
• Pay Your Bill with MyChart 

Visitors

Visiting hours vary by location and visitation guidelines may change based on public health needs. If you plan to have a loved one accompany you to your appointment, familiarize yourself with our Visitor Guidelines and check our visitation page for current restrictions ahead of time.

Before Your Appointment

Wear loose-fitting clothes on the day of your appointment. Please arrive 15 minutes before your scheduled visit and check in at the front desk.

MyChart
When you become a Carilion patient, you can use MyChart to manage many aspects of your care. MyChart is the easiest way to manage your health and stay connected with your care team. Enroll in MyChart to message your care team, request prescription refills, schedule visits, view lab and test results, check in electronically and more.

Parking

Parking assistance is available at several Roanoke-campus outpatient facilities. Ample parking is available and conveniently located at all of our medical offices, with staff on hand to assist as needed.

Patients’ Rights and Responsibilities

Our patients and members of our community have the right to receive considerate, respectful, compassionate and appropriate clinical care in a safe setting regardless of age, gender, race, color, national origin, religion, language, culture, sexual orientation, gender identity and/or expression, marital or parental status, pregnancy, disabilities, veteran's status, citizenship or source of payment. You can help by understanding your rights and responsibilities as a patient.

• Patient Rights
• Patient Responsibilities
• Notice of Nondiscrimination and Accessibility
• Visitor Guidelines

Patient Services

These services are among those available to you depending on your circumstances and needs:

• Patient Services: a broad range of services available to patients at every stage of life
• Language Assistance: free translation services in nearly 20 languages

Ask your care team for more information specific to your situation.

Insurance and Billing

We work with most major health insurance carriers. Contact your health insurance company or health benefits manager before you receive care to better understand how your policy works and any financial liability that you may have.

We strive to provide convenient and efficient ways for you to pay for the services you receive from Carilion Clinic:

• Guide to Paying Your Bill      
• Pay Your Bill with MyChart 

Visitors

Visiting hours vary by location and visitation guidelines may change based on public health needs. If you plan to have a loved one accompany you to your appointment, familiarize yourself with our Visitor Guidelines and check our visitation page for current restrictions ahead of time.

Anxiety, depression, substance abuse and other mental health concerns are common, but the care needs of each person who lives with them can vary greatly. Carilion Clinic provides a broad range of services to be sure that each patient receives the customized care and support services they need.

Note: For urgent mental health assistance, call 988.

CONNECT

Best for: non-emergency mental health crises related to depression, anxiety, rage or behavioral issues, such as substance abuse

You can call CONNECT at any hour to speak to an expert about your condition. They can make referrals for outpatient or inpatient care, as needed. Call 540-981-8181 or 1-800-284-8898.

Carilion Clinic Psychiatry and Behavioral Medicine

Best for: comprehensive, ongoing specialty care for mental health and substance dependency issues

Established patients receive mental, behavioral and emotional health care from highly trained psychiatrists, therapists and behavioral specialists. Specialties include:

• Adult Psychiatry
• Child and Adolescent Psychiatry
• Geriatric Psychiatry
• Substance Treatment and Recovery Services

Visit your primary care physician for a referral.

Addiction Treatment Services

Best for: specialty care for substance use disorders and related conditions

Substance use disorder can affect every aspect of your life. Our addiction specialists provide quality, evidence-based addiction services that include:

• Emergency Department Bridge to Treatment program
• Medically safe acute patient detoxification
• Outpatient psychotherapy and counseling services
• Office-based addiction treatment (OBAT)
• Peer recovery support
• Medication therapy
• Education and referrals to community resources
• Diagnosis and treatment of sexually transmitted and infectious diseases
• Specialized treatment and programing for pregnant mothers

If you or a loved one needs support, reach out to your primary care physician for a referral. Help is available!

More Carilion Resources

Best for: additional support for some of the non-clinical needs patients and families may have

• Center for Grief and Healing
• Support groups and events
• Peer recovery specialists
• Carilion and external resources