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Being a Massey patient

Before your first appointment
What to bring
Registering when you arrive for your appointment
Comfort and security
Communication resources
Pharmacy services
Guest services
Patient Bill of Rights and Responsibilities
Our commitment to your privacy
Our privacy practices and procedures

You may be referred by your doctor, or you may simply refer yourself or a family member. Our appointment coordinators are familiar with the different forms of cancer and will help you become established with the right specialists. In addition, they can help you learn about clinical trials, support groups and other resources.

When you are ready to make an appointment, please click on the “Make an Appointment” button at the top of the left side of your screen.

Before your first appointment

Please gather all of the information about your diagnosis and bring this information with you when you come to Massey for your first appointment.

As part of our unique approach to care, most Massey specialists will need to have copies of the medical records that are relevant to your diagnosis before your appointment. These records include lab reports, test results, X-rays, slides, films and scans — anything related to the reason for your appointment. Our multi-disciplinary teams of specialists review this information before your appointment in order to map out a recommended treatment plan.

You must request these records from the doctor who made the diagnosis. Your records belong to you, and you have the right to request them at any time.

What to bring

As discussed above, you will need to bring all relevant medical records, test results and X-rays with you to your first appointment.
Social security number.
Photo ID.
List of medications you are currently taking. Having an updated list is a smart idea, even if you aren’t planning on seeing a doctor anytime soon. One strategy that works for many is to keep a handwritten list on your refrigerator door or taped to your bathroom mirror, wherever you keep your medications. Add and subtract from your list as medications change. Be sure to include the dosage, frequency, and name of the doctor prescribing the medications on your list.
Notes about yourself and your health in general. Do you have any other illnesses? List any information about allergies you may have. Make notes about your symptoms: when they started; how bad they were; how long they lasted; did they go away and, if so, for how long?; what, if anything, helps you relieve these symptoms?
Current insurance information and/or authorization form (including your health insurance card, and if you have them, your Medicare and Medicaid cards).
Current physician’s name, address and phone number.
A list of the questions you have: Some patients find it helpful to write down any questions they have in advance to be sure that all of their concerns are addressed.
Bring a good listener to your appointment. Patients rarely hear everything a doctor tells them under the best of circumstances. Because cancer is such a difficult diagnosis, it helps to have a trusted friend listening to your doctor as well. A smart tip: Give your appointment buddy the list of questions you made, and ask him or her to be responsible for making sure you get all of them asked and answered.
If you can’t bring a friend, ask your doctor if you can bring a tape recorder. The key point is: Before you leave, make sure you have a clear understanding of what your physician told you during your visit.
Something to do, read or knit. Some patients use the time in our waiting room to balance their check book or write notes.
Something to snack on. Unless you have been asked to fast prior to any tests, vending machines, books and a library are available in the Dalton Oncology Clinic; however, many patients bring their own snacks.

Registering when you arrive for your appointment

When you arrive for your appointment, please stop at the reception desk to register and spend a few minutes reviewing your insurance. You will then be directed to your clinical area or to the lab before seeing your physician.

Comfort and security

Security staff is available at all times. Immediately report any questionable situation to your health care provider. An escort service is available to any location at the medical center complex by calling (804) 828-WALK. This service is provided free of charge, at any time of the day. Security can also assist visitors in obtaining help for car-related problems by calling (804) 828-6595.

Smoking policy and locations: Smoking is not allowed anywhere in the VCU Massey Cancer Center and is also prohibited in and adjacent to all entrances. Smoking is restricted to designated outdoor smoking areas. Please check with your health care provider for the appropriate smoking locations.

Communication resources

Telephones: Visitors are invited to use pay telephones located throughout the medical center.

Cell phone usage: The use of cell phones is allowed in any area of the medical center, unless otherwise indicated. Please be courteous in the company of others patients and visitors.

The following communications resources are available for those with special needs. Tell your health care provider if you need these resources.

Language line: A dial-up translation service is available to assist non-English speaking patients in communicating with staff and medical professionals. The service provides translation for approximately 140 languages. You may obtain this assistance by contacting your health care provider at the location you are receiving medical services.

Text telephone: The medical center can provide a device which enables hearing-impaired patients to communicate over the telephone by way of a keyboard and LCD display.

Amplified telephone: Telephones with light signalers and hearing aid-compatible handsets that amplify tones are available for hearing-impaired patients.

Sign language and cued speech interpreters: Interpreters are available to interpret or translate between the patient and their health care provider if needed. All interpreters are qualified through the National Association for the Deaf, National Cued Speech Association and state screening through the Virginia Department of Deaf and Hard of Hearing. If you require these services, inform your health care provider when scheduling your appointment. Advance notice is required to arrange for these services, so please let your health care provider know as soon as possible to avoid delays.

Virginia relay center: This service provides telephone relay services between TTY users and voice telephone users. TTY users 1-800-828-1120; voice users 1-800-828-1140.

Sign language cards: Cards with pictures and signs for survival needs are available for temporary use from the Patient Education Center, Main 9-117, phone (804) 828-2139.

Pharmacy services

Dalton Oncology Clinic Pharmacy is located on the Ground Floor of North Hospital and is specifically designed for use by our oncology patients. This pharmacy is open from 9 a.m. to 5 p.m., Monday through Friday. Phone: (804) 828-9952.

The VCU Medical Center at Stony Point Pharmacy is in the Massey Cancer Center wing at 9000 Stony Point Parkway (off Chippenham Parkway) in Richmond, Va. This pharmacy is open from 8:30 a.m. to 5 p.m., Monday through Friday. Phone: (804) 327-3054.

Guest services

Hospital Hospitality House: Founded in 1985, the Hospital Hospitality House (HHH) of Richmond has a legacy of provided lodging and non-medical services to family members and patients receiving treatment at VCU Medical Center and six other local hospitals. Located just five blocks from the VCU Medical Center’s downtown campus, the house contains 105 private guest rooms with baths, and amenities designed to make guests comfortable.

HHH is a not-for-profit organization and suggests guest donations of $10 per person per day, although no one is turned away due to inability to pay.

Community Health Education Center: The Community Health Education Center (CHEC) is a public resource for patients, families and the general public to obtain information about health and medicine. Resources available include books, journals, videos and seven computers with Internet access. Assistance is provided by a health sciences librarian and trained volunteers. CHEC is located on the Ground Floor of the Gateway Building at 1200 E. Marshall St. and is open 10 a.m. to 4 p.m., Monday through Friday. For more information, please call (804) 828-2432.

Patient Bill of Rights and Responsibilities

Patients at the VCU Massey Cancer Center are entitled to certain rights. We affirm the Patient Bill of Rights and Responsibilities, and expect all staff and patients to support and respect these principles.

Patients have the right to:

The best care available for their health needs within mission and capabilities of organization.
Be treated with courtesy and respect.
Know their illness, condition, and treatment.
Give or refuse permission for care, treatment or research.
Plan and participate in their care.
Be examined and treated in private.
Receive care supporting comfort and dignity.
Have communications and records concerning their care treated in a confidential manner.
Have their families and significant others treated respectfully.
Know the names and positions of the persons caring for them.
Make decisions by completing a living will, or by appointing a person to make health care decisions on their behalf.
Take part in talking about ethical issues that arise in their care.
Spiritual care and religious support consistent with personal beliefs.
Know how issues, complaints and grievances about their care are handled.
Care that respects their growth and development.
Effective assessment and management of pain.
An interpreter or assistive devices when they have a communication impairment, or do not speak or understand the language of the health care team.
Family involvement in decisions about organ, tissue and eye donation.
Leave the hospitals or outpatient clinical sites even if their physicians advise against it.
Ethical business practices.

Patients have the responsibility to:

Provide members of the health care team with complete information about their health.
Follow the agreed upon treatment plan.
Make known their understanding of the treatment plans.
Express complaints or problems regarding their care.
Be respectful and considerate of other patients and staff.
Take part in their care during their hospital stay, outpatient visits and at home.
Purchase supplies, medicines and other items for care after discharge.
Provide accurate and complete information for financial screening.

Our commitment to your privacy

As a health care provider responsible for keeping your confidential health information, your privacy is of utmost importance to us. The VCU Massey Cancer Center is committed to protecting your confidential information to the fullest extent of the law. In addition, we have our own strict privacy policies and procedures to further protect your privacy.

Our privacy practices and procedures

The VCU Massey Cancer Center is committed to protecting the privacy of your medical information. We are required by law to maintain the confidentiality of information that identifies you and the care you receive. We also require all of our employees to protect the confidentiality of your health information through written policies and procedures. Employees are also required to display identification badges at all times to make certain that unauthorized persons are not accessing areas where your health information is stored. If you have questions or concerns about our Privacy Practices, please call our Privacy Officer at (804) 828-0500.