Window Appointments Begin Tuesday, September 15th

In addition to offering FaceTime and Zoom video calls, Monroe Community Hospital has begun offering window appointments on our campus. You can make an appointment with your loved one  by calling our Visitation Hotline at (585) 760-6160.  This phone number will be staffed weekdays between 10:00 a.m. and 4:00 p.m. Window appointments can be scheduled up to seven (7) days in advance.


Frequently Asked Questions about Window Appointments


Q: What is a window appointment?
A: Due to New York State guidelines restricting in-house visitation in nursing homes, MCH has added window appointments as an additional opportunity for residents to safely interact with their loved ones. During a window appointment, the resident remains inside the facility and communicates through a closed window with the visitor outdoors on the opposite side of the window.

Q: How many people can come for each window appointment?

A: To allow for safe social distancing, only two (2) people can come at one time. Visitors under the age of 18 must be accompanied by an adult 18 years of age or older. 


Q: Do I need to wear personal protective equipment such as a mask during my window appointment?
A: Yes. Please wear a mask and use proper hand sanitizing procedures.  We will have masks and hand sanitizer available.

Q: How frequently can I schedule a window visit?

A: Window appointments can be scheduled up to seven (7) days in advance.

Q: Where will window appointments occur?
A: We have set up (2) main areas for window appointments.  If your loved one is in the Friendship Building, we will utilize windows on the North end of the building (Westfall Road) side.  If your loved one is in the Faith or Hope Buildings, we will utilize windows on the East Side of the building (E. Henrietta Road) side, near Central Park.  A map of the designated areas can be viewed and downloaded by clicking here.

Q: How long can I visit?

A: Window appointments are approximately 30 minutes long.  We ask that you arrive 15 minutes early for your appointment.

In-Person Visitation (Tentatively scheduled for September 29, 2020)

The health, safety and well-being of our residents continues to be our top priority at Monroe Community Hospital. As you may know, MCH received guidance from the Department of Health (DOH) which outlined strict requirements that nursing homes must meet in order to resume limited visitation. As a result of the rigorous criteria that must be met, it is estimated that only 10% of nursing homes will be able to resume visitation. We would like to provide information regarding some of the requirements that the DOH has set forth, as well as communicate information on MCH’s plan to resume visitation.

NYS Visitation Requirements

The Department of Health (DOH) has outlined the following requirements that all nursing homes must meet in order to resume limited visitation:

  • The facility must be free of any COVID-19 illness in residents and staff for 14 days. (This is a revision to the 28-day guidelines previously set by the federal Centers for Medicare & Medicaid Services.)

  • The new guidelines require that visitors present a verified negative COVID-19 test result within the last seven days. Visitors must also undergo temperature checks. Visitation must be refused by the facility if the individual fails to present a negative test result, exhibits any COVID-19 symptoms, or does not pass screening questions.

  • The facility has no staffing shortages.

  • Visitation can only consist of 10% of the facility population at one time. 

  • Visitation should be mainly outdoors, with indoor visitation under certain limited circumstances. 

  • Visitation can only consist of 10% of the facility population at one time. 

  • Residents may receive only two visitors at one time. 

  • Visitors must wear all PPE and go through the screening process. 

  • The facility must submit their plan for visitation to the Department of Health

Proposed MCH Visitation Plan

Although MCH is not currently eligible to resume visitation, we continue to develop our plan so that we are prepared to reconnect residents with their loved ones when we are able. 

  • We plan to utilize the Stan Yale Outdoor Pavilion on MCH grounds (a map is provided below) as the primary location for outdoor visitation, and the MCH Auditorium for limited circumstances indoor visitation.

  • “Limited circumstance” visitation includes residents living on Friendship 1 West and Hope 2.

  • We have developed an electronic scheduling process and will have dedicated staff members to schedule visits, register visitors, and monitor visitation.

  • We have ample PPE to provide during the visit, and will have hand sanitizer readily available at all visitation locations.

  • We will post guidelines for visitation on our website and will also have these available to visitors during their visit(s).

  • MCH will also continue to provide updates via our website and Facebook page.

In-Person Visitation Frequently Asked Questions

Q: When will I be able to visit at MCH? 
A: Nursing homes must comply with all of the state guidelines before visitation can begin. 

Q: How many people can visit a resident at one time?
A: Per visitation requirements from the state, only two (2) people can visit at one time. 

Q: Are there social distancing requirements for visitors?
A: Yes. State guidelines require that visitors maintain social distancing with residents as well as other visitors.

Q: Do visitors have to wear personal protective equipment such as a mask when visiting?
A: Yes. All visitors are required to wear a mask during their visit and use proper hand sanitizing procedures.

Q: Where will resident visits occur?
A: Most visits will take place outdoors in the pavilion which is located on the north end of the MCH campus, near the corner of Westfall Road and East Henrietta Road. Under limited circumstances, there will be visitation in the MCH Auditorium for the residents on Friendship 1 West and Hope 2.

Q: How long can I visit?
A: Visits can be up to 30 minutes long.

Q: What are the age restrictions for visitation?
A: Visitors under the age of 18 must be accompanied by an adult 18 years of age or older

Q: How do I schedule a visit with my loved one?
A: Once visitation begins, MCH will activate its Visitation Hotline at 585-760-6160. Family members can call this number during regular business hours to schedule a time to visit.

Q: Will Facetime and Zoom visits continue?
A: Yes. Telephone, Facetime, and Zoom visits will continue until further notice.

Q: How will I know when visits will be permitted at MCH?
A: Visits will start 14 days after the last positive case of COVID was identified in either staff or residents at MCH. The date will be posted on the MCH website.

Thank you!

We greatly appreciate your understanding and patience as we navigate through the newest challenge presented to us as a result of the COVID-19 crisis. Our priority is keeping our residents safe, and we appreciate your support in accomplishing this goal. 


  • Parking Map of MCH

Monroe Community Hospital

435 East Henrietta Road

Rochester, NY 14620

Phone: (585) 760-6500

Fax: (585) 760-6066