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Office Policies

Jones Institute for Reproductive Medicine

Office Policies

On behalf of our entire staff thank you for choosing The Jones Institute for Reproductive Medicine.  It is our sincere wish to walk with you through this journey and provide information and support as you need it when you need it.  Towards that end we would like to provide you with some information up front.

Our Providers

The Jones Institute operates as a collaborative effort.  All of our clinical and support staff are actively involved in your care.  You will most likely see more than one of our doctors during the course of your treatment.  You will also encounter our Fellowship physicians, licensed OB/GYN MDs who are deepening their experience in the Reproductive Endocrinology Specialty. Behind the scenes are Andrologists, Embryologists, and Research Providers all dedicated to providing the services you need to achieve your goal.

EVMS is a teaching facility so there will be times when you will see residents and students participating in your care.

Our Locations

For your convenience The Jones Institute offers hours at three locations (Norfolk, Newport News and Virginia Beach). We have a central scheduling system therefore all appointments can be scheduled by calling 757-446-7100.

Depending on your preference and schedule you may be seen at more than one of our office locations.


Follow My Health Patient Portal:  We will utilize the Follow My Health patient portal to communicate with you except in the case of emergency.  We ask that you do the same.  This process allows for documented, secure communications between you and our staff.  It also allows you access to your records 24/7.  You may send messages and requests to your physician or other care team members through this portal and be assured of a timely response.  An email invitation will be sent to you when you schedule your first appointment.  Simply follow the directions to set up your portal.

Staff and physicians are strongly discouraged from corresponding with patients via email as this is not a secure method of communication and does not ensure your privacy.

Emergency and After hours calls:  757-446-7100 – during business hours one of our operators will answer and direct your call.  After hours our live answering service will direct your call the doctor on call.

Voice Mail:  We will strive to answer all voice mail messages by the end of business the day the message is left.  However, there may be occasions when the message may not be returned until the next day.  If your need is an emergency please call the main line 757-446-7100 for a live operator.

Prescriptions and Prior Authorizations – please allow 48 hours

Requests for prescriptions refills may take up to 48 hours to complete, longer over weekends.  Please monitor your medications carefully and allow adequate time for refills.

Medical Records

Any records of pertinent treatment you would like to have sent to our office for review by our providers can be faxed to 757-446-7455.

Requests for medical records may be made through your Follow My Health Portal, via fax request or by mailing a written request to our Norfolk office. 

Forms and Reports

Requests for specials forms, reports or letters usually require a 2 week turnaround time.  Fee - $20.00

Insurance Coverage and financial information

Infertility treatment can be expensive and any benefits provided by insurance carriers can be complicated to interpret.  We strongly encourage you to contact your insurance company and ask about your infertility benefits.  Coverage varies widely from policy to policy.  Our business office is available to help with any questions you may have.