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Policies and Procedures
Nurse pushing patient in wheelchair.

Health and Safety Protocols

Your care team is always here for you. We safely provide high-quality primary, specialty, urgent and emergency care. We meet the needs of thousands of patients daily in person and by telehealth.

Our world and communities have changed and are moving toward a new normal. The University of Kansas Health System is no exception. We have created and revised our safety procedures and protocols to optimize care for patients, visitors and staff in this new environment.

While your experience visiting our facilities to receive care or support a loved one may look and feel a bit different, be assured that what is not different is our commitment to your health and safety, and that of your loved ones.

Here, we provide information on our enhanced health and safety protocols, and we answer some commonly asked questions. We hope this information will help you plan and prepare for healthcare services with comfort and confidence.

A firsthand look

See our safety policies and procedures for yourself. Here, we give you a glimpse into the patient experience of our new normal.

Voice-over: The University of Kansas Health System wants you to know an appointment with your doctor is safe. Here's what you can expect. Arrive 15 minutes prior to your visit. If you arrive earlier you may be asked to wait in your car to practice physical distancing. We ask all patients to wear masks. If you do not have one, we will provide one.

Our staff wears appropriate personal protective equipment, such as a mask, eye protection or gloves.

Our visitation policy is easing, but there are still some restrictions.

Your visitor will have their temperature taken at the entrance. Your vitals, including temperature, will be taken during your appointment in the exam room. Next, you will proceed to your doctor's office where you will be greeted.

Receptionist: How are you today?

Man: Good, how are you?

Voice-over: Your greeter will take you directly to an exam room that is cleaned and sanitized between uses.

All high-touch surfaces receive increased cleaning.

While no waiting is expected, seating in the waiting room is clearly marked for physical distancing if needed.

You will skip the check-in desk and complete your registration with a fresh pen and clipboard in the exam room.

At the end of your visit, we may complete future scheduling in the exam room or call you at home within 24 hours.

If you have MyChart, an after-visit summary will appear there. Whenever possible you will leave through a separate exit to maintain physical distancing.

Please know, patients who suspect or have tested positive for COVID-19 will go through a similar but separate process to ensure everyone gets the care they need while maintaining safety for others.

When you need care, don't delay. We are here for you and your family in a safe environment.

Thank you for trusting us with your care.

Safety procedures FAQ

  • Yes. We adhere to guidelines designed to optimize safety for patients, visitors and staff. They include:

    • We ask all patients, visitors and staff to wear masks. If you do not have one, we will provide it.
    • We practice physical distancing to every possible extent.
    • We use appropriate personal protective equipment.
    • We conduct screenings and temperature checks for all employees and visitors. (Patients' temperatures will be taken during their visits.)
    • We escort patients directly to exam rooms whenever possible.
  • Yes. The safety of our patients and staff is always our top priority. We always emphasize safety protocols and have implemented additional guidelines from the CDC and other public health authorities. We have deep experience in infection control and prevention for many contagious illnesses. These proven processes were in place before COVID-19 emerged and have been further strengthened. We are thoroughly committed to creating and maintaining a safe environment for patients and staff.

  • We do not recommend postponing the important care you need. Our expanded telehealth services provide options for obtaining care from the comfort of your home. If you're more comfortable with this method – or would simply enjoy the efficiency and convenience – ask your doctor's office staff or our scheduling team about telehealth. Keep in mind that some types of care must take place in a hospital or clinic. Our team is prepared to care for you safely.

  • We encourage you to carefully consider the risk of delaying your visit or procedure against the benefit of having it. It could be more harmful to your overall health to wait longer. Unfortunately, COVID-19 will be in our world for many months to come. We are committed to providing safe, high-quality care to you and your loved ones through the pandemic and beyond.

    If you have been diagnosed with COVID-19 and have a scheduled visit or surgery, talk to your provider about your treatment plan.

  • Reducing guests helps us maintain physical distancing during your visit or procedure for your safety and the safety of all in our facilities. We review our visitor policy often and update it as needed to optimize safety. Check for the latest updates on our visitor policy.

  • Before your visit

    • 2 days before your visit, you'll receive a phone call with an automated reminder message. You may also receive a text reminder if you have opted in to that service.
    • The day before your visit, check yourself for any possible COVID-19 symptoms. If you have symptoms – most commonly, fever, cough or shortness of breath – notify your provider's office. It may be possible to transition your visit to a telehealth appointment.
    • We will preregister you by phone.
    • Please remember that we must restrict visitors. Arrange for childcare needs you may have and plan for any other people with you, such as a driver, to wait in your vehicle during your appointment.
    • If you do not have a MyChart patient portal account, we will help you sign up by phone. You may create an account online on your own. MyChart access is required, as it will be used for communications – such as sending after-visit summaries – no longer provided in person.

    The day of your visit

    • Please arrive – with ID, insurance card and copay – no more than 15 minutes before your appointment time, unless you’ve been instructed otherwise. Waiting room seating is limited.
    • For visits at some locations, you'll be asked to text or call upon arrival. For others, you'll come inside as usual. Details specific to your visit will be communicated in MyChart.
    • Before entering any building, sanitize your hands and put a mask or cloth barrier over your mouth and nose. If you do not have a mask, we will provide one for you. Our staff will wear appropriate personal protective equipment, which may include mask, eye protection and gloves.
    • In the office, we'll escort you directly to a clean, sanitized exam room, bypassing the waiting room and check-in desk whenever possible.
    • During your appointment, your provider may consult with additional care team members by telehealth. Your care team will minimize your direct interaction with others.
    • You'll leave the office promptly after your visit, perhaps being escorted or directed to a separate exit, depending upon the location. Exit patterns are optimized by location to enable social distancing.

    After your visit

    • If you did not discuss after-visit care in person, a staff member will contact you by phone within 24 hours to review your after-visit summary and schedule any needed follow-up care.

    On an ongoing basis

    • We modify our visitor policy as necessary to optimize safety.
    • We have reduced the number of entrances into our facilities.
    • We conduct temperature screenings for all employees and visitors entering our facilities. (Patients' temperatures will be taken during their appointments.)
    • We ask all patients and visitors to wear masks. If you do not have a mask, we will provide it.
    • We practice physical distancing, allowing 6 feet of space between people, to every possible extent.
    • We always use appropriate personal protective equipment.
    • Shared spaces, like waiting rooms and coffee shops, are temporarily closed to promote physical distancing.

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