Updated August 6, 2020

Medical City Healthcare visitation guidelines

Medical City Healthcare is taking proactive measures to help ensure the health and safety of patients, caregivers, colleagues and our communities. Adjusted visitor access and screening are tools to help slow the spread of COVID-19. The following guidelines take effect on Friday, August 7, 2020.

General visitation guidelines for non-COVID-19 patients

To ensure a safe care environment, we are only permitting one (1) visitor at a time per 24-hour period.

Visitors must meet screening criteria:

  • Hospital staff will pre-screen all visitors (using standard pre-screening questions) and require visitors to wear masks.
  • Visitors must be 16 years of age or older.
  • All visitors will be required to wear an identifying armband indicating they have been screened.
  • Individuals with new unexplained COVID-like symptoms, or exposure to a COVID-19 positive individual, may not visit.
  • Overnight visitors are also limited to guidelines outlined above.
  • Visitors must try to maintain a 6 ft. distance from others and may not congregate in hallways, lobbies, or cafeteria.


  • Exceptions to allow visitors to change more frequently than every 24 hours for:
    • Pediatric and neonatal intensive care unit (NICU) patients
    • Patients with disabilities or impairments warranting assistance
    • Critically ill patients who may be at end of life

Visitors of patients with positive COVID-19 or Patient Under Investigation (PUI):

  • Visitors will be asked to defer in-person visitation in favor of alternative methods for patient and visitor interactions, such as video-call applications on mobile phones or tablets.
  • Facilities can consider exceptions based on end-of-life situations or when a visitor is essential for the patient’s emotional well-being and care. These visitors will be required to wear appropriate PPE.

Exposed visitors (e.g., contact with COVID-19 patient prior to admission) should be advised to report any signs and symptoms of acute illness to their healthcare provider for a period of at least 14 days after the last known exposure to the sick patient.

Medical City Green Oaks is closed to visitors at this time.

Thank you for your steadfast commitment to our patients, to each other, and to our community.


Medical City Healthcare does not bill patients, whether they have insurance or not, for COVID testing or hospital care related to the treatment of COVID-19.

While patients may receive documents, such as an Explanation of Benefits (EOB) from their insurance plan, with amounts listed, these are not patient bills and patients are not asked to pay for hospital services involved in the treatment of COVID-19. A small number of patients who received bills and made payments for COVID-related hospital care before this policy was implemented in April will be refunded.

Health coverage impacted by COVID-19

Medical City Healthcare offers personalized guidance on coverage options from experienced in-house insurance experts. People needing assistance can call (833) 867-8771 from 7 am to 5 pm CST Monday through Friday. There is no cost for this confidential and personalized service.

Representatives can discuss eligibility and advocacy services appropriate for a variety of scenarios, such as:

  • Healthcare Marketplace/Exchange plans
  • Eligibility for COBRA
  • Applying for coverage via a spouse's benefit program
  • Medicaid: government healthcare for those that meet certain criteria
  • Resources that may help offset the costs of health insurance

For more details, visit the Health Coverage Hotline page in the COVID-19 Hub.

Community support

Learn more about Medical City Healthcare's recent announcement of a $100,000 grant to fight hunger.

Read full article


  • Medical City Healthcare has protocols in place to care for patients with infectious diseases and for potential issues related to COVID-19. As part of HCA Healthcare, one of the nation's leading providers of healthcare, we are uniquely positioned to leverage our resources to provide support and solutions to our patients, colleagues and communities to meet the demands of this rapidly evolving situation.
  • Additionally, all colleagues must complete hand hygiene with alcohol-based sanitizer and attendants will take and record temperature as colleagues enter our facility.
  • Our facilities began procuring additional personal protective equipment (PPE) such as gowns, face shields, N-95 respirators and linens months ago. Colleagues responsible for care have been provided training on the safe, effective and responsible use of PPE. Our hospitals have prioritized negative pressure rooms equipped to handle patients with airborne and droplet precautions consistent with CDC guidelines.
  • Medical City Healthcare and its facilities is continually evolving emergency preparedness and surge plans to meet potential need.
  • We continue to work in partnership with county health departments, the Texas Department of State Health Services and the CDC for the health and safety of all those we serve.
  • Our Medical City Healthcare staff of exceptional physicians, experienced nurses and staff continue to care for every type of medical need in our community.

Employee safety and security:

  • All Medical City Healthcare colleagues are monitoring their health and have attested to follow the HCA Healthcare policy on Communicable Disease Preparation which attests that colleagues that report to work, by entering the facility, attest that they do not have symptoms of a contagious illness.
  • Additionally, all colleagues must complete hand hygiene with alcohol-based sanitizer and attendants will take and record temperature as colleagues enter our facility.


  • Medical City Healthcare continues to plan to ensure we have the capacity, staffing, supplies and equipment needed as the situation continues to evolve. Even prior to COVID-19, Medical City Healthcare’s growth across North Texas fueled the need for high caliber colleagues to support its exceptional services and facilities. Governor Abbott’s announcement to waive certain licensure regulations enables hospitals to fast-track reactivation of nursing licenses for retired or inactive nurses and get them back into practice more quickly.


  • For the safety and security of our patients, caregivers, and volunteers, we are placing a hold on volunteer assignments across Medical City Healthcare.

COVID-19 screening assessment offered free of charge:

  • Medical City Virtual Care is offering a free screening assessment for patients concerned about their risk. Medical City Virtual Care enables North Texans to be screened from a smart phone or computer 24/7, enabling them to stay at home and prevent the spread of illness. Appointments are not necessary. Visit our virtual care page and select the COVID-19 option to begin the screening process. If an individual is low-risk based on the COVID-19 screening assessment results but would like to continue with a virtual visit, they may do so for a $45 fee.

COVID-19 testing protocol

Medical City Healthcare provides COVID-19 testing for hospital patients only. North Texas CareNow® Urgent Care clinics offer COVID-19 diagnostic testing and antibody testing to the community.

Visit Texas Health and Human Services website for drive-thru screening locations and information.

According to Dallas County officials, anyone who is exhibiting the symptoms below can be tested at either site, if you meet the criteria:

  • Shortness of breath
  • Cough
  • Must show a temperature of 99.6 or higher

Anyone with concerns they may have been exposed, based on CDC guidelines and local recommendations, are encouraged to practice social distancing. Anyone ill with a cold or flu-like illness is advised to monitor symptoms at home and reach out to a healthcare provider if symptoms worsen, or visit a community drive-thru testing site.

Questions about COVID-19 can be answered by calling 211 or going online to the 211texas website.

Facility status updates

We are dedicated to keeping our communities informed regarding emergent situations that may impact patient care. To better direct COVID-19 resources and staff, Medical City Healthcare has temporarily closed four off-campus emergency rooms. Patients can be seen at any of the other Medical City Healthcare emergency departments in North Texas. To find a Medical City Healthcare ER near you visit our emergency room page or call 911 if you are experiencing a medical emergency.

View latest notifications regarding a Medical City location in your area

Personal Protective Equipment

Medical City Healthcare has supplies and equipment and is also doing everything possible to secure additional products due to a worldwide shortage of personal protective equipment (PPE) including masks, face shields, and gowns.

To help ensure caregivers and patients continue to have enough supplies and equipment, Medical City Healthcare is implementing the following steps recommended by the Centers for Disease Control to conserve PPE:

  • All hospitals have an assigned clinician that is solely responsible for overseeing PPE inventory and stewardship.
  • We have adopted specific CDC protocols for the appropriate reuse of certain PPE and colleagues are being asked to conserve these items by following, but not exceeding, the guidelines for infection prevention.
  • We are allowing for the use of both N95 masks as well as standard facemasks. Since COVID-19 is spread by droplets, in most instances standard face mask offer adequate protection.
  • All staff and providers in all patient care areas will wear masks.
  • We will continue to take steps to conserve PPE, including reuse and reprocessing of PPE where appropriate.

Product and PPE donations

We appreciate the kind and generous offers from our community to help keep Medical City Healthcare caregivers and patients safe.

Businesses that are interested in making a large donation (more than one pallet) of commercially manufactured personal protective equipment (PPE) can email us.

Collection bins for smaller donations of PPE, such as gloves and masks in original packaging, are available curbside at each hospital.

In addition, we will be collecting homemade masks for our community partners. Homemade masks cannot currently be used in a medical setting but we are pleased to donate them to the North Texas Food Bank and the Tarrant Area Food Bank.

A comprehensive list of how the public can help is available in the COVID-19 Hub.

Safety tips:

We all can play a part in protecting our own health as well as the health of family members, vital healthcare providers and the community by remembering to practice good hygiene, including these measures:

  • Avoid close contact with people who are sick
  • Avoid touching your eyes, nose, and mouth
  • Stay home when you are sick
  • Cover your cough or sneeze with a tissue
  • Practice good hand hygiene by washing your hands often, using either soap and water or alcohol-based hand gel for at least 20 seconds
  • Clean and disinfect frequently touched objects and surfaces
  • Avoid large crowds and practice social distancing
  • Check the CDC website for updated information

HIPAA and patient condition updates

As caregivers, we have a responsibility to protect patient and colleague privacy and are bound by HIPAA regulations regarding the use and disclosure of Protected Health Information (PHI). Medical City Healthcare can only provide a current patient condition update when a specific patient name is provided.

Pandemic pay

  • For Medical City Healthcare colleagues with reduced hours who work in clinical facilities or support areas, we will attempt to redeploy them so that they can keep working. Those who cannot be redeployed will receive 70 percent of base pay for up to 7 weeks until HCA Healthcare better understands the long-term implications of this pandemic on the organization.
  • Colleagues working in patient care facilities who are quarantined per CDC guidelines will be paid 100 percent of base pay for scheduled hours regardless of where the exposure took place.

Learn more about our new colleague pandemic pay continuation programs.