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Frequently Asked Questions
Stanford Health Care providers are now performing almost all medical procedures, including surgeries, diagnostic imaging, and routine screenings.
The following information apply to our Stanford Medicine and Stanford Medicine affiliated doctors across the Bay Area.
Primary care and select specialty care are offering video visits.
Choose a topic from the list below to find answers to frequently asked questions:
Video Visits | Surgery and Other Procedures | COVID-19 Patient Testing | Family Members/Caregivers Guidance | Safety Precautions | SHC Operational Updates | Updated Visitor Policy
To make an appointment with a clinic at Stanford Health Care—ValleyCare, please visit https://www.valleycare.com/services/.
For COVID-19 updates, visit the Novel Coronavirus (COVID-19) Resource Center.
Video visits let you receive high-quality care and dedicated attention from your medical team without traveling to the clinic and sitting in a waiting room. Similar to FaceTime or Skype, video visits allow your care team to see, hear and talk with you as in an in-person visit. During your video visit, your care team can assess your condition, order needed labs, tests, imaging or prescriptions, and provide treatment recommendations.
Video visits are appropriate for many conditions and can be scheduled with Stanford Health Care providers by calling any of the numbers below, or scheduling through our MyHealth patient portal.
How to Make a Primary Care Video Visit
or, call Stanford Primary Care at 650-498-9000
Available on:
Monday-Friday 7:00 a.m. - 7:00 p.m.
Saturday & Sunday 8:30 a.m. - 5:00 p.m.
How to Make a Specialty Care Video Visit
Please call your specialist and they will assist you in scheduling a video visit.
or, call Stanford Primary Care at 650-498-9000
Available on:
Monday-Friday 7:00 a.m. - 7:00 p.m.
Saturday & Sunday 8:30 a.m. - 5:00 p.m.
Video visits are appropriate for following up on a condition or health issue, discussing a new health issue, and health and wellness coaching. Sample common conditions appropriate for a video visit include respiratory infection, urinary tract infection, rash, back pain, shoulder pain. If you are not sure whether your medical need is appropriate for a video visit, call us and we will help determine if an in-person visit may be required.
Video visits are not appropriate for emergency situations. If you are experiencing a medical emergency, call 911 right away.
Primary care and select specialties offer video visits for new patients. You may schedule online through our MyHealth portal or call us and we can assist you in scheduling your appointment.
How to Make a Primary Care Video Visit
or, call Stanford Primary Care at 650-498-9000
Available on:
Monday-Friday 7:00 a.m. - 7:00 p.m.
Saturday & Sunday 8:30 a.m. - 5:00 p.m.
How to Make a Specialty Care Video Visit
Please call your specialist and they will assist you in scheduling a video visit.
Yes, Stanford Health Care is taking all necessary precautions to protect patients and staff, including screening patients for symptoms of COVID-19 in their cars to limit entry to the emergency department as appropriate. We are also rapidly testing our own workforce. We’ve had very few health care workers test positive within our health system. Everyone wears a mask inside our facilities, and ample hand sanitizer is available. We also help you maintain appropriate physical distancing while you’re here for treatment.
Stanford Health Care video visits are accessed through the MyHealth patient portal, either through our mobile app on your smartphone, or on your computer using an internet browser.
Yes, a MyHealth account is required for your Stanford Health Care video visit.
You can access your video visit at your scheduled appointment time through the Appointments section in MyHealth.
Read more MyHealth FAQs on Video Visits »
Stanford Health Care Video Visits are accessed through our secure MyHealth online portal. Video visits are not recorded, and all your information is kept private and secure within your medical record.
Your care team will review your records and collect any information needed to help them assess your condition and needs. If they determine that an in-person visit is needed, they will assist you with scheduling one.
To best prepare for a productive video visit, please create a list of all current medications and review the MyHealth FAQs on Video Visits.
Yes, during your visit, your provider will determine and help you access any other necessary services. Our labs and radiology areas are open and seeing patients safely.
Interpreters can be included in your video visit. If you need an interpreter for your video visit, please let the clinic or your provider know in advance so they can make the appropriate preparations.
Video Visits will be billed to your insurance the same as an in-person medical visit. While many insurers recognize the value of telemedicine and cover Video Visits similarly to an office visit, you are encouraged to confirm coverage and your out of pocket costs with your health plan prior to your appointment. The patient or his/her guarantor must accept full financial responsibility in accordance with the regular rates and terms of Stanford Health Care. This includes financial responsibility for all deductibles, coinsurance, and co-payments that may be required.
We want to be sure you obtain care when you need it. Please consider the following questions:
a. Are there risks to waiting?
We don’t encourage delaying your care. If your needs cannot be managed during a video visit, your provider will help you access an in-person visit.
b. Is it safe to come to Stanford?
At Stanford Medicine our highest priority is the safety of our patients, health care workers and our community. We follow all protocols recommended by the Centers for Disease Control and Prevention (CDC), and we will continue to update our guidelines, information, and processes to respond to this evolving situation.
c. What processes have you put into place to ensure safety of patients and visitors?
Stanford Medicine has established extensive protocols regarding clinical care, new masking and visitor policies, drive-through testing and video visits to ensure the safety of patients, visitors and staff. You can find out more about the steps we’ve taken to prepare below.
- On April 19, the Centers for Medicare and Medicaid Services (CMS) issued recommendations to re-open facilities for non-urgent non-COVID-19 health care. The next day, California Gov. Gavin Newsom also announced plans to allow hospitals and health systems to resume essential surgical care for Californians.
- Stanford Medicine’s top priority is providing the safest, highest quality care to our patients. Many of our patients have waited weeks for surgeries that, while safe to delay at the time, would not be safe to delay indefinitely as they could have negative health impacts.
Throughout the pandemic, we have provided surgical care to the most urgent, high-acuity cases only. With necessary safety measures in place, we’ll now resume all surgical procedures at our hospitals and ambulatory sites, except cosmetic procedures.
You are placed on a waitlist when your surgery has not been scheduled and the operating room is actively assessing its ability to accommodate the procedure.
Patients will be contacted by the clinic surgery scheduler or physician for updates, until the day before surgery.
Upon entering the hospital, you will be directed to the operating area.
Follow the instructions provided by your health care team.
Yes, we have specific protocols for where we see patients with COVID-19 symptoms. They are screened outside the emergency department, and, if admitted, are cared for in a negative-pressure, isolation room in a COVID-19-dedicated unit by a COVID-19 care team. This is separate from where we take care of surgical patients.
Please follow the directions of your health care team. In an effort to keep our patients and staff safe, our current visitor policy does not allow for family members to enter the hospital.
In an effort to keep our patients and staff safe, our visitor policy has been updated.
The MyHealth app allows the patient to invite family or loved ones to monitor the patient’s hospital stay remotely. The care team will also be updating patients and their family during their hospitalization. Ask your health care team for more information.
Please follow the directions of your health care team.
Stanford Medicine has made an effort to co-locate COVID-19 patients within our hospital to increase safety. We are fortunate that we have been able to quickly activate space across each of our hospitals as dedicated COVID-19 units.
In an effort to keep our patients and staff safe, our visitor policy has been updated. Currently, we are not allowing visitors in the hospital for adult patients and only one visitor for pediatric patients.
Please follow the directions of your health care team.
At this time, we are pleased that — as a result of the shelter-in-place and physical distancing measures ordered by the County — the surge in COVID-19 patients that we had previously planned for is no longer expected.
Interpreters can be included in your video visit. If you need an interpreter for your video visit, please let the clinic or your provider know in advance so they can make the appropriate preparations.
For billing inquiries, please contact our Customer Service Billing department at 1-800-549-3720.
Our telephone agents are ready to assist you. You can also message our billing department via your MyHealth account.
Please use your MyHealth app or visit https://myhealth.stanfordhealthcare.org.
Yes, patients will have a nasal swab for COVID-19 molecular testing before most procedures.
- Your physician and care team will work with you to determine the care plan, considering factors such as the urgency of your procedure and the potential impact COVID-19 might have on your recovery.
- If it is decided that a surgery should be delayed, you will be given home quarantine and symptom-monitoring instructions and will need to be retested for COVID-19 prior to proceeding with surgery.
- If it is decided that a surgery should continue, our care teams will proceed with the utmost caution, including using enhanced personal protective equipment and patient isolation, to prevent the spread of COVID-19. The teams will also follow county reporting requirements.
Not at this time.
Patients will be required to have a nasal swab for COVID-19 molecular testing before most procedures. Patients can be tested at any Stanford ambulatory testing facility or drive-thru, or an acceptable outside facility. Please consult your health care team.
If patients are well and not experiencing any symptoms, they will have a nasal swab for COVID-19 molecular testing once before their procedure. However symptomatic patients will be tested as needed.
Telehealth appointments are available to patients who meet certain criteria. Please inquire with your health care team.
It will be important for you to have your nasal swab for COVID-19 testing within three days of your procedure.
Patients can be tested at any Stanford ambulatory testing facility or drive-thru, or an acceptable outside facility. Please consult your health care team.
Alternative COVID-19 testing arrangements can be made for geographic hardships.
COVID-19 test results are available online through your MyHealth account. Staff will assist you in signing up, if necessary.
Note: Cell phone signal is not available in underground patient/visitor garage.
In an effort to keep our patients and staff safe, our visitor policy has been updated.
Stanford Medicine contracts with local hotels for our out of town guests. Please inquire with your health care team for resources.
Our Family Resource Center is here to help. You can reach us at 650-497-7100 or caregiver@stanfordhealthcare.org.
Yes, Stanford Health Care is taking all necessary precautions to protect patients and staff, including screening patients for symptoms of COVID-19 in their cars to limit entry to the emergency department as appropriate. We are also rapidly testing our own workforce. We’ve had very few health care workers test positive within our health system. Everyone wears a mask inside our facilities, and ample hand sanitizer is available. We also help you maintain appropriate physical distancing while you’re here for treatment.
We have instituted enhanced infection control procedures in the emergency department and across our health system:
- Using PPE judiciously – with the goal of keeping our patients and health care workers safe
- Ramping up sterilization and cleaning protocols to instituting universal masking and temperature checks
- Creating dedicated spaces for suspected COVID-19 patients
We have taken extra precautions to ensure that COVID-19 is not spread in our Emergency Departments.
Stanford Health Care is following a careful set of guidelines to prevent exposure to COVID-19. With these measures in place, we are confident that everyone visiting Stanford Health Care can expect the safest and highest quality care.
Contactless check-in/check-out and eArrival let you check in and check out digitally with the MyHealth app so you can minimize the need to visit the front desk at your next appointment.
Before your Appointment
To prepare for your appointment, you can use eCheck-in to verify or submit information through MyHealth. This includes updating your demographics and insurance information, authorizing the co-pay, and signing forms.
Learn more about eCheck-in through the MyHealth app »
Upon Arrival to Your Appointment
When you are in the vicinity of the front desk, you can alert staff that you have arrived at the clinic through the eArrival feature in the MyHealth app.
- If you have enabled Bluetooth and location services for the MyHealth app, your presence will be automatically detected.
- If you have not enabled Bluetooth and location services in the MyHealth app, you can manually mark yourself as having arrived.
After Your Appointment
Avoid paper handouts by viewing your after-visit summary and test results (once released) in MyHealth. You can also use MyHealth to schedule follow-up appointments without approaching the front desk.
Yes, health care workers have been tested for COVID-19 and all employees are screened for symptoms at the hospital entrance upon arrival each day.
Yes, all who enter the hospital are screened for symptoms on a daily basis.
Currently all patients are screened for symptoms and provided a mask to wear upon entrance to the hospital.
Standard personal protective equipment precautions are used for all procedures and currently, all health care workers are wearing masks.
Stanford Medicine adheres to the CDC guidelines regarding personal protective equipment. In alignment with the statewide physical-distancing order, minimally, you can expect to see everyone wearing a mask, until further notice.
You will be assessed for COVID-19 symptoms at the entrance. As part of the normal pre-operating practices, your temperature and other vital signs will be taken.
A positive COVID-19 molecular test result, or any other contributing medical factor that would normally cancel a procedure would most likely prohibit you from having surgery on the day it is scheduled.
Yes, when you are medically cleared, your procedure will be rescheduled.
Stanford Medicine has a dedicated Supply Chain team that prepares for a variety of scenarios, and continuously adapts to changing conditions. We monitor COVID-19 in the community and our supplies on a daily basis, which allows us to adjust our supply and demand, for both patient care and testing.
Clinical Care
Immunotherapy Shot Clinic is open by appointment only. Appointments are available Monday, Tuesday, Wednesday and Thursday.
Phone: 650-498-6652
The Diabetes Care Program Wellness Groups have been canceled for April 9, May 14, and June 11, 2020.
How to get tested for COVID-19
Make a same-day primary care video visit with one of our doctors.
Your doctor will then determine if you need to get tested for COVID-19 and help you make an appointment at one of our drive-thru locations throughout the Bay Area.
How to Make a Primary Care Video Visit
or, call Stanford Primary Care at 650-498-9000
Available on:
Monday-Friday 7:00 a.m. - 7:00 p.m.
Saturday & Sunday 8:30 a.m. - 5:00 p.m.
Reminders for COVID-19 testing appointments:
- You must have a recommendation from a Stanford Health Care primary care physician
- You must have an appointment to be tested
- You must present identification at your appointment
- Do not use Uber/Lyft or other ride hailing services
To protect the safety of patients, staff, visitors and the communities we serve during the COVID-19 pandemic, we continue to make adjustments throughout our organization.
Effective April 4, 2020, the Dublin Urgent Care facility is closed until further notice.
Livermore Urgent Care will remain open from 10 a.m. - 8 p.m. daily.
The Stanford Walk-In-Clinic is temporarily closed. For urgent matters, please go to the Stanford Health Care Emergency Room .
Outpatient imaging is expanding hours of operation, as follows:
- Diagnostic Imaging in Pleasanton: Monday-Friday, 7:30 a.m. - 5:30 p.m.
- Diagnostic Imaging in Livermore: Monday-Friday, 8 a.m. - 5 p.m.
- Women’s Imaging Center: Monday-Friday, 8 a.m. - 5 p.m.
Departments
Walk-in services have temporarily been discontinued at our Customer Service Billing Office located at 2465 Faber Place in Palo Alto, CA 94404.
For billing inquiries, please contact our Customer Service Billing department at 1-800-549-3720. Our telephone agents are ready to assist you. You can also message our billing department via your MyHealth account.
Please use your MyHealth app or visit https://myhealth.stanfordhealthcare.org.
Important Information About COVID-19 Testing & Billing
During the coronavirus pandemic, Stanford Health Care remains your partner in health.
If you need help paying your medical bill, we're here for you. Payment plans and Financial Assistance are available for people who can't pay their balance in full.
Federal, state and local regulations may dictate that patients are not liable for the cost of COVID-19 testing. If a patient's insurance is out-of-network with Stanford Health Care, the following cash price would be payable in accordance with Stanford Health Care's self-pay discount policy:
- COVID-19 Antibody (IGG or IGM); (CPT 86769): $84
- COVID-19 Probe Detection by DNA or RNA; (CPT 87635): $156
- COVID-19 Specimen Collection (Swab); (HCPCS C9803): $15.60
Walk-in services have temporarily been discontinued at our Financial Counseling Office.
For Financial Counceling Inquiries, please contact our Financial Counseling Department at 650-498-2900, option 2, then option 5. Our telephone agents are ready to assist you.
Effective April 3, all health care workers, staff, visitors, and patients will be provided with and asked to wear a procedure mask at designated entrance points.
At Stanford Health Care, we are working together to protect our patients, staff, and you. As the number of cases in the Bay Area grows, it’s critical to minimize avoidable exposure to COVID-19 whenever possible.
Page Updated: 05/04/2020
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