VCU Medical Center Gateway Building — Local services in Richmond

I've been going to VCU for the 2years that I've lived in Richmond. They have a monopoly on healthcare in the city, and I can only get certain services through them. And they are awful. I would go anywhere else if I could. From the parking, which always takes a minimum of 20minutes to find, often requiring driving around from building to building to try and figure out which ones offer public, and if they do theyre often full, but if not full theyre still likely under such disrepair you feel unsafe being in them. Then there's the walk time to whichever building you need to be at. Sometimes, I wander around for another 20minutes just trying to find the office. To the inability to call any office within VCU directly, so when you are inevitably late for your appointment, or god forbid, you have questions for any specific office inside VCU, you cant even get in touch with someone to help, instead you get a customer service line with too many options to choose from, selecting numbers just hoping you can get a person on the line, and even if you do they may or may not be able go help you, or they say theyll leave a message for the office or Dr youre trying to reach which may or may not result in hewring from anyone, or they might transfer you to someone else who doesn't know how or doesn't wanna deal with helping you. Then once you get to your appointment, you're gonna wait some more. I believe it's because they are too large and trying to support more people than they can manage, but it's possible they're also understaffed as I've noticed the turnover rate is really high. Intake is always redundant, even if you fill out your intake forms before you get there, the front desk will ask you the same questions again. And none of the offices within VCU seem to talk to one another, so they'll ask you questions about other providers and services within VCU, which defeats the purpose of going there for all of your services if they don't all have access to your records. Even inside a single office they don't communicate, front desk has no idea about wait times because they don't talk to nurses, who can't give you any info either because they don't seem to communicate with technicians, and they operate within these isolated microcosms so where everything should be seamless, the system in place instead feels disjointed and disorganized. No one gives you any instructions on what to expect within your services, so you feel tossed around and disconnected from your own body and healthcare experience. The entire system they've created from start to finish is just broken. If you can find healthcare pretty much anywhere else in the city, I'd recommend taking the time to search for a better option because VCU is where healthcare goes to get lost. I wish I didn't have...

I arrived for my procedure 9/4/25 to the cardiac critical care unit on the 3rd flr for a device implant. The valet parking attendants were very professional, hats off to you guys because you organize vehicle chaos so people can get into the Gateway Building for their appts/visits. Great job! And Through all kinds of weather. The Cardiac Critical Care unit personnel at the registration desk very pleasant, professional she made the process of getting checked in really simple. Josh( my nurse, my man for the time that I was there)in the unit was very professional, OMG! explained everything to me.He kept us up to date on the timeline to going into the operating room. Ryan and Molly from Respicardia, Ryan you explained everything to me and you answered my questions on staying active after it's turned on. Molly you reassured me and reinforced what Ryan said.(I hope his name was Ryan)was a little foggy trying to remember this name. Craig, very professional, Mark he was funny but professional, Dr. Richard Shepard OMG! What a fantastic, super hero surgeon in my book! Cindy in the operating room, you go girl. I remembered your name after being under sedation. Stanley keeping my pain in check, you're the man. The other individuals in the operating room that I can't remember your names but you ROCK TOO! OMG! Riley "Mr. Transporter himself" got me safely to my short stay room. Jamie and Krystal were my first two nurses. You both Rock! Such professionals, Thank you for what you do everyday! Tisyl we had a rough night but we got through it. You were so professional and patient with me. Thank you! Taylor, you were very professional too. Charles you were very professional and got everything in order for me to be discharged today 9/5/25. I want you all to know that all the VCU Personnel and staff I came in contact with were very professional and kind. The staff behind the scenes are just as important as the doctors/surgeons & nurses. YOU TOOK WONDERFUL CARE OF ME! " ALL THE LOVE RIGHT BACK AT YOU...

Most importantly my dads surgery went great and I felt the doctors and nurses were attentive, caring and knowledgeable. Katie and Leah and all the nurses in the ICU were heaven sent and we had complete faith in them. Stephen and Morgan on the 10th floor were also amazing! THANK YOU !

I have to say the ladies working at the desk closest to the attached parking garage are the most discouraging rude human beings on planet earth. I know they have to deal with a lot but dang ! Not everyone is a criminal trying to break into a hospital. They need to be reminded that people are there because they are probably dealing with some really difficult stuff . A little kindness goes a long way !

There was one lady at that desk that spoke to me with kindness and I definitely let her know how appreciative I was of her ! I wish I got her name but she was there today 8.11 this morning. And the security guard heard the conversation and agreed 100% that she is the sweetest lady at that desk!

Long story long, I'm happy my dad made it through this with flying colors and I'm...