Your Health and Safety Remain Our #1 Priority

Frequently Asked Questions for Patients

Is the hospital clean and safe? 

Our hospital is clean and safe -- just like it always has been! One of the core elements of properly managing infectious diseases is the cleanliness of our physical facility. We partner with a national environmental services vendor to keep our hospital current on the most effective cleaning and disinfection protocols available in healthcare today. 

Do you have the supplies and capacity to accommodate my procedure? 

Our clinical teams will conduct twice daily "go/no-go" meetings in which they will review crucial supplies such as PPE, medications, blood, space and staffing to ensure that we have enough to comfortably care for those undergoing elective/non-urgent procedures AND accommodate our normal emergency care and potential COVID-19 patients.

We are not booking our schedules to full capacity. Out of an abundance of caution and with the conservation of supplies in mind, we are not starting with a full schedule right away. Should things continue to progress positively, we'll increase our capacity on a week-by-week basis. This is for your safety and ours.

Do you have enough staff to resume elective/non-urgent procedures?

Our team regularly monitors staffing levels to ensure a safe environment for all patients, providers and employees. In addition, we screen all employees daily for COVID-19 symptoms. We are confident that we have the appropriate staff and providers to resume elective and non-urgent procedures while also accommodating our normal emergency care and potential COVID-19 patients. 

Will my experience be the same as in the past? 

Your experience in our facility may look a little different than in the past, but this is because we have new processes and procedures in place to further protect your health during the COVID-19 pandemic. 

What should I expect during my procedure?

Upon arrival at the facility, you will be asked the same standard screening questions and provided with a cloth mask (if you do not already have one). If you have your own mask or bandana to cover your mouth and nose, you can wear that. 

We also are taking steps to limit the number of people in our facility. Out of an abundance of caution, each patient may have only one WELL visitor per day. Well visitors will be screened for symptoms consistent with COVID-19, based on CDC guidelines, must meet minimum age requirements (17 and older) and will be required to wear a mask during their visit. Visitors who do not pass the screening at entry will be asked to reschedule their visit until they are symptom-free. You may never see another patient while you are here, and that is intentional for now. We are currently trying to minimize overlap in an effort to promote social distancing, conserve resources, and protect the safety of all of our patients and employees.

We will gather their contact information so we can follow up with them to provide an update after your procedure and share instructions for pick up at the same location.

You may never see another patient while you are here, and that is intentional for now. We are currently trying to minimize overlap in an effort to promote social distancing, conserve resources, and protect the safety of all of our patients and employees.

You are going to be asked COVID-19 screening questions multiple times by multiple people, up until you are admitted for your procedure. You may get tired of these questions, but we assure you they are for your health and safety, and that of our staff. 

You may never see the faces of your care team members under their protective equipment. We do regret this, as the personal connections we have with our patients and community are what keep us going. However, this is an important precaution we are taking to protect you and our clinical staff.

What questions will I be asked during the screening? 

The questions are part of our standard COVID-19 screening process and include asking if you have....

  • Cough 
  • Shortness of breath or difficulty breathing

Or at least two of these symptoms:

  • Fever 
  • Chills
  • Repeated shaking with chills
  • Muscle pain
  • Headache
  • Sore throat
  • New loss of taste or smell

Whenever you are asked, please answer these screening questions honestly. If your procedure has to be postponed, it will be just that: postponed. It does NOT mean it will be canceled, and we will work with you to reschedule as soon as possible.

How will I prepare for my procedure? 

If you are having a surgical procedure, you will be asked to practice "safer at home" behaviors for seven (7) days to minimize potential exposure prior to your procedure. This means going a step further from social distancing -- trying only to leave your home for critical needs such as groceries or going to the pharmacy. If you need to leave for an essential purpose, you must wear a mask. You also will be asked to check your temperature twice a day during this seven-day period and report any result above 100°F to your provider. Finally, you will be tested for COVID-19 prior to your procedure as an additional precaution.

If you are having an imaging procedure, you will be screened and masked, but not tested for COVID-19.


Will I be tested for COVID-19? 

If you are having a surgical procedure, you will be tested for COVID-19 prior to your procedure. Your provider will place the order for the test, and the hospital will reach out with instructions for scheduling. If your test happens to be positive, your procedure will be postponed, and you will be given instructions related to your care. If you are having an imaging procedure, you will be screened and masked, but not tested for COVID-19.

Can my family member/spouse/friend/caregiver come with me to the facility? 

Out of an abundance of caution, each patient may have only one WELL visitor per day. Well visitors will be screened for symptoms consistent with COVID-19, based on CDC guidelines, must meet minimum age requirements and will be required to wear a mask during their visit. Visitors who do not pass the screening at entry will be asked to reschedule their visit until they are symptom-free. When you arrive, you will either park and enter through Emergency Department or be dropped off by your family member/spouse/friend/caregiver at Emergency Room entrance. If they are not entering the facility with you,. we will gather their contact information so we can follow up with them to provide an update after your procedure and share instructions for pick up at the same location.

What happens when I arrive for my procedure? 

When you arrive at the facility, you will be asked the same standard screening questions and provided with a cloth mask (if you do not already have one). If you have your own mask or bandana to cover your mouth and nose, you can wear that.

Will I be treated near COVID-19 patients? 

We are not performing elective/non-urgent procedures on COVID-19 positive patients at this time.

All patients who test positive for an infectious disease, including COVID-19, are isolated for treatment in accordance with state health department and CDC guidelines. Our hospital has a dedicated isolation unit/wing for treatment of patients under investigation (PUIs) and patients who have tested positive for COVID-19.

If I have additional questions about my procedure, who should I contact? 

If you have any questions, please call our team at 903.731.1000

Updated Visitor Guidelines

Due to the increased number of COVID- 19 patients and to reduce the spread of respiratory illnesses, we are taking the following precautions to protect our patients, staff, and visitors:

  • Visitors will NOT be allowed for high-risk, isolation, immunocompromised or patients with respiratory diseases/symptoms who are under observation or test positive for coronavirus (COVID-19).

  • OB patients will be allowed one designated support person around the clock (they will not be allowed to leave the building).
  • Hospice patients will be allowed one designated support person around the clock (exceptions may be made in hospice situations. Please contact the House Supervisor).
  • No visitors under the age of 16.
  • All allowed visitors will be screened upon entry. They will be required to wear a mask and an armband indicating they have been screened.
  • Visitors who screen positive at entry will be asked to reschedule their visit until they are symptom-free.
  • Please utilize alternative methods of communication, including technology, with patients as much as possible. (Facetime and Skype)
  • NO VISITATION in the following areas unless by exception (House Supervisor must approve before a visitor is allowed):
    • Emergency Room:
      • All minors can have ONE (1) WELL Adult
      • The House Supervisor can approve 1 visitor doing the ED visit if the patient is total care or confused and would benefit for patient care or safety.
    • ICU:
      • No visitors allowed. Exceptions per House Supervisor approval
    • 3ctr (Medical- Surgical):
      • The House Supervisor can approve 1 visitor doing the hospital stay if the patient is total care or confused and would benefit for patient care or safety.
    • Women’s Units:
      • Postpartum patients may have one (1) designated well visitor only. No other visitors will be allowed
    • Inpatient Rehab:
      • No visitors allowed

  • Behavioral Health Services:
    • Visitation per physician orders
  • Ambulatory settings (Outpatient Wound Care, Surgery Services, Cath Lab, Laboratory Department, and Diagnostic Imaging, Outpatient Therapy, etc.)
    • No visitors. No Companion apart from the following:
      • All minors can have ONE (1) WELL Adult
      • If a patient is a total care or confused and One (1) Well family member would benefit the patient care or safety, the House Supervisor can approve 1 visitor.

Circumstances may allow for specific exceptions to the criteria above. Flexibility is allowed based on local market COVID-19 activity. For example:

  • Ability to maintain zero-visitor policy or revert to zero-visitor policy based on community COVID-19 activity or limiting visiting hours further.