Information for Patients

If you feel you have a problem, that is an emergency, please call 911 or go to your local emergency room.

The MBRCC clinic provides as a service to patients and their family members access to a registered nurse (RN), Monday through Friday, from 8:00 am to 4:30 pm by telephone.

You can reach the Triage RN by calling 304-598-4500 and ask to be connected to the Triage Nurse.

When you call, an automated message will answer and give a list of options for the most common reasons for patient calls. Please choose the best option for you. If the triage RN is on the telephone with another patient or away from her desk speaking with a staff member, please leave a message. Be sure to speak slowly and leave all the information requested so she can return your call (REMINDERS).

Messages are checked frequently. We try to return all calls received by 3:30 pm on the same day. We may have to return calls received between 3:30-4:30 pm the next business day. Our first priority is to respond to calls related to urgent health problems such as pain, nausea, vomiting, and fever.

Calls for test results or prescriptions, if not returned the same day, are returned on the next business day. It is a patient’s responsibility to help the team keep track of needed prescriptions.

Please ask your doctor for new prescriptions or prescription refills while you are here at the clinic. Plan ahead. Calls to the Triage RN after 4:30 pm, on holidays, or weekends, go to the WVU HealthLine. The Health line is staffed by personnel who will screen your call and provide appropriate direction. If the Triage RN or WVU HealthLine staff directs you to the Emergency Room, be sure you tell them when you get there that you are an oncology patient. We ask that you do not leave messages during the hours we are closed. Instead, please speak to a HealthLine representative or call the Triage RN on the next business day.

Reminders for Telephone Triage Service

  • The triage service is for non-emergencies
  • Spell the first and last name of the patient; include their date of birth and the MBRCC clinic doctor’s name
  • Leave a call back number with area code
  • Please call for a prescription refill when you are down to a one-week supply of medication
  • Allow at least two business days for a prescription to be called into your pharmacy 
  • For mailed prescriptions, allow three business days from the time of the request
  • New or refill prescriptions for narcotics are handled in person. We cannot call most narcotic prescriptions into a pharmacy. Please allow time to pick up or have a prescription mailed. In the case of an emergency, a one-time only 3-day supply will be considered.
  • Prescriptions are given only for those medications related to the care you receive at the cancer center. We will not refill prescriptions written by other doctors or services.
  • Limited types of test results are available via the triage RN service. She cannot give tumor markers, radiology or pathology results. Your doctor must give these.
  • Test results by telephone require a specific patient PIN.