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Frequently Asked Questions
Find answers to frequently asked questions:
COVID-19 Testing | COVID-19 Vaccine | Safety Precautions | Video Visits | Surgery and Other Procedures | Family Members/Caregivers Guidance | Flu Vaccine | SHC Operational Updates | Updated Visitor Policy | COVID-19 Basics
Note: Cell phone signal is not available in the Palo Alto hospital underground parking garage.
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.
COVID-19 diagnostic testing for active infection is available to current patients and members of the public at sites across the Bay Area. Some testing locations require a doctor’s order and/or appointment.
Book an appointment through MyHealth or by calling 650-498-9000.
COVID-19 antibody testing is also available. Antibody testing requires a doctor’s order and takes place at a blood draw clinic. Contact your care team for more information.
If you are experiencing severe symptoms of COVID-19, such as difficulty breathing, seek emergency care.
If you are experiencing mild symptoms, book a testing appointment through MyHealth or by calling 650-498-9000. Notify the care team that you are experiencing symptoms. COVID-19 diagnostic testing sites are located across the Bay Area. Refer to the individual site for more details.
Bring a form of identification to your COVID-19 diagnostic testing appointment. Additionally, if your testing site requires a doctor’s order, bring a physical copy of the order or have the order accessible on your mobile device.
Do not take a taxi or ride sharing service to your testing appointment.
Access your diagnostic test result through MyHealth. On the MyHealth app home screen, tap on the “Tests” icon. Then tap the message titled “2019 Novel Coronavirus (Sars-Cov-2).” Your diagnostic test result will be available there.
If you are using the MyHealth web portal, click on “MY MEDICAL RECORD” and then “Test Results.” Click the message titled “2019 Novel Coronavirus (Sars-Cov-2).” Your diagnostic test result will be stated there.
If you test positive for COVID-19 infection, in addition to notification via MyHealth, the care team will call you to deliver your test result and to provide medical guidance.
If you do not have a MyHealth account, you can create one at no cost. Call the MyHealth team for assistance at 866-367-0758. If you choose not to create a MyHealth account, to access your negative test result you will need to call Clinical Advice Services at 650-724-9400. Clinical Advice Services will relay your request to a nurse, who will call you back to deliver your negative test result.
Diagnostic results are typically available 3-7 days from the time of the test, depending on demand.
To view antibody test results, tap or click the message titled “SARS-COV-2, IgG & IgM” in the MyHealth app or web portal test results section.
Contact your care team through MyHealth or call 650-498-9000 if you have questions about your COVID-19 test result.
Contact your care team through MyHealth or call 650-498-9000 if you have questions about your COVID-19 test result.
A test for COVID-19 is not required prior to your office visit. If you have recently been exposed to COVID-19 or are experiencing symptoms, notify your care team ahead of your appointment. They may recommend you reschedule your visit or seek testing.
Stanford Health Care screens everyone for COVID-19 risk before entry to our facilities. We have robust infection control protocols in place, including requiring and providing masks to all, “touchless” check-in/check-out through MyHealth, limiting the number of patients inside to allow for distancing, and disinfecting exam rooms after every patient.
A COVID-19 diagnostic test for active infection is required before most procedures. Testing can take place at Stanford Health Care sites and approved outside clinics. Testing typically must be completed no more than 3 days before your scheduled procedure. Contact your care team for more information.
COVID-19 antibody testing is available with a doctor’s order. Antibody testing takes place at blood draw clinics. Contact your care team through MyHealth or call 650-498-9000 for more information.
Everyone age 12 and older is eligible for a COVID-19 vaccine.
If you are age 18 or older, make an appointment or drop in at one of our vaccination sites below.
Individuals who are aged 12-17 can schedule their vaccination with Stanford Children’s Health or at the Aloha, Emeryville or Cardinal Hall sites. Parental consent is required if under 18 years old.
Getting the vaccine
Everyone age 16 and older is eligible for the COVID-19 vaccine.
If you are 18 years old or older, you can schedule your appointment through MyHealth or by calling 650-498-9000. Drop ins at our vaccine clinics are also welcome.
Individuals who are aged 16-17 can schedule their vaccination with Stanford Children’s Health.
Visit our vaccine website for the very latest information.
Everyone age 12 and older is eligible for a COVID-19 vaccine.
If you are age 18 or older, make an appointment or drop in at one of our vaccination sites below.
Individuals who are aged 12-17 can schedule their vaccination with Stanford Children’s Health or at the Aloha, Emeryville or Cardinal Hall sites. Parental consent is required if under 18 years old.
Many Stanford Health Care patients may have access to vaccine through county resources beyond those offered by Stanford Health Care. We encourage you to get vaccinated where convenient and in the most safe and timely manner possible. We will continue to update you as more vaccines are received and made available for distribution, and will continue to partner with our local county health authorities to reach individuals who do not have access to primary care providers.
You can also check myturn.ca.gov to see if there are other vaccination sites with available appointments.
Second doses are scheduled on-site after the first dose is administered. If you have received a first dose at Stanford and did not schedule a second dose, please call 650-498-9000 to schedule a second dose appointment at Stanford Health Care.
Second doses are scheduled on-site after the first dose is administered.
We recommend that you receive your second vaccine dose at the same facility where you received the first dose. If this is not possible, second doses will be accommodated at Stanford Health Care with proof of vaccine record, even if the first dose was received at a different facility. Please call 650-498-9000 to schedule a second dose appointment at Stanford Health Care.
No; it is not necessary to get an antibody test after you are fully vaccinated (two doses of the Moderna or Pfizer vaccine or one dose of the Johnson & Johnson (Janssen) vaccine). The vaccine stimulates the immune system in many ways, only one of which is to produce the IgG antibodies we test for when looking for evidence of protection. Also, the COVID antibody tests currently authorized (under an EUA), have variable sensitivity and specificity and are not authorized for the assessment of immune response in vaccinated people. In fact, it is possible to be effectively immunized despite a negative post-vaccination antibody test; it is also unknown what level of antibodies might ensure protection. For these reasons, and in accordance with CDC guidelines, we do not recommend routine antibody testing after receiving the vaccine. In certain high risk immunosuppressed populations, physicians may recommend such testing.
If you are a Stanford Health Care patient, your medical record will be updated in MyHealth. You can also access your vaccination records from our medical records department at 650-723-5721. If you are not a Stanford Health Care patient, please share your vaccination card with your doctor or nurse.
If you book an appointment with another provider and have an existing appointment at Stanford Health Care, please cancel your existing appointment. This will help open up our schedule and allow other people to book new appointments to be vaccinated.
Please visit the Centers for Disease Control (CDC) website for more information and resources about the COVID-19 vaccine. The website is hosted in multiple languages.
If you received a message to reschedule your vaccination appointment, please go to your MyHealth account or call 650-498-9000 to reschedule your appointment.
Please bring a form of identification to your vaccination.
We are not able to provide replacements for lost vaccine cards. You can get a copy of the record if you got the vaccine at a site run by Stanford Health Care (SHC). To get a copy:
Call the medical records office at SHC in Palo Alto: 650-723-5721
OR
If you have a MyHealth account, you can log in to a computer and print out your record. It won't print from the MyHealth app on a smartphone, unfortunately.
MyHealth is your online account connected to SHC. To get the record of your COVID-19 vaccination:
- Log in to MyHealth with your username and password on a laptop or desktop.
- Click on "My Medical Record" and "Immunizations."
- Look for the printer icon and click it. Print out the information.
Who should get the COVID-19 vaccine and factors to consider
Because of reports of anaphylactic reactions in persons who received the COVID-19 vaccine outside of clinical trials, the CDC has proposed the following guidance:
- Persons who have had a severe allergic reaction to any vaccine or injectable therapy (intramuscular, intravenous, or subcutaneous) should not receive the Pfizer-BioNTech or Moderna vaccine at this time.
- Persons who have had a severe allergic reaction to any ingredient in a COVID-19 vaccine should not get that specific vaccine.
- Vaccine providers should observe patients after vaccination to monitor for the occurrence of immediate adverse reactions:
- Persons with a history of anaphylaxis: 30 minutes
- All other persons: 15 minutes
- This recommendation does not apply to persons with other severe allergic reactions (for example: food allergies).
Stanford Medicine recommends that persons with a history of anaphylaxis or severe allergic reactions discuss COVID-19 vaccination with their primary care physician. The CDC Interim Considerations document details more considerations.
The Pfizer vaccine has been authorized for ages 16 and up. The Moderna vaccine has been authorized for ages 18 and up. Clinical trials for younger children are still in progress.
The CDC has provided the following guidance:
- Persons with HIV infection, other immunocompromising conditions, or who take immunosuppressive medications or therapies might be at increased risk for severe COVID-19
- Data is not currently available to establish safety and efficacy of vaccine in these groups, but they may still receive COVID-19 vaccine unless otherwise contraindicated
Stanford Medicine recommends that persons with immunocompromising conditions discuss COVID-19 vaccination with their primary care physician.
The CDC has provided the following guidance for pregnant women:
- There are no data on the safety of COVID-19 vaccines in pregnant women.
- If a woman is part of a group (e.g., health care personnel) who is recommended to receive a COVID-19 vaccine and is pregnant, she may choose to be vaccinated. A discussion with her health care provider can help her make an informed decision.
- Considerations for vaccination:
- Level of COVID-19 community transmission (risk of acquisition)
- Her personal risk of contracting COVID-19 (by occupation or other activities)
- The risks of COVID-19 to her and potential risks to the fetus
- The efficacy of the vaccine
- The known side effects of the vaccine
- The lack of data about the vaccine during pregnancy
- Pregnant women who experience fever following vaccination should be counseled to take acetaminophen as fever has been associated with adverse pregnancy outcomes.
- Routine testing for pregnancy prior to receipt of a COVID-19 vaccine is not recommended.
Stanford Medicine recommends that persons who are pregnant or lactating discuss COVID-19 vaccination with their primary care physician if they are uncertain regarding vaccination.
The CDC has provided the following guidance for breastfeeding/lactating women:
- There are no data on the safety of COVID-19 vaccines in lactating women or the effects of mRNA vaccines on the breastfed infant or milk production/excretion.
- mRNA vaccines are not considered live virus vaccines and are not thought to be a risk to the breastfeeding infant.
- If a lactating woman is part of a group (e.g., health care personnel) who is recommended to receive a COVID-19 vaccine, she may choose to be vaccinated.
Stanford Medicine recommends that persons who are pregnant or lactating discuss COVID-19 vaccination with their primary care physician if they are uncertain regarding vaccination.
We encourage those who have previously tested positive for COVID-19 to wait until 90 days after their first positive test to receive the COVID-19 vaccine. There is not enough information currently available to say if or for how long after infection someone is protected from getting COVID-19 again; this is called natural immunity. Early evidence suggests natural immunity from COVID-19 may not last very long, but more studies are needed to better understand this. The Advisory Committee on Immunization Practices makes recommendations to CDC on how to best use COVID-19 vaccines; at this time CDC cannot advise on whether people who had COVID-19 should get a COVID-19 vaccine. (Source: CDC)
Stanford Medicine recommends that persons who have had COVID-19 in the last 90 days discuss COVID-19 vaccination with their primary care physician if they are uncertain regarding vaccination.
Individuals who develop COVID-19 after the first dose may receive their vaccine after their symptoms resolve and they have met criteria to discontinue isolation per CDC guidelines or they may choose to defer their second dose 30 -90 days after symptom onset.
Vaccination Outside of the United States
If you have completed a series of a World Health Organization (WHO) approved vaccine, you should not start a new series in the U.S. Please follow guidelines for people “not fully vaccinated in U.S.” and wait for further guidance from the CDC and the California Department of Public Health.
If you have completed only part of the series of a WHO approved vaccine, please seek guidance from your primary care physician and, if appropriate, start a new series of any U.S. approved vaccine. If your doctor advises you to schedule a new vaccine series, you can schedule at Stanford Health Care by stating that you are receiving a first vaccine dose.
If you completed part of or all of a series of a vaccine not approved by WHO, please seek guidance from your primary care physician, and, if appropriate, start a new series of any U.S. approved vaccine. If your doctor advises you to schedule a new vaccine series, you can schedule at Stanford Health Care by stating that you are receiving a first vaccine dose.
About the COVID-19 vaccine
Stanford Health Care offers the three vaccines currently approved for use in the United States: Pfizer-BioNTech, Moderna and Johnson & Johnson/Janssen.
Those who choose to receive a mRNA vaccine like Pfizer or Moderna should expect a total of two injections. Two doses must be given to achieve full efficacy. The second dose will be scheduled at the time when the first dose is given. If a second dose is delayed for any reason, it should still be received as close as possible to the recommended date regardless of how late. Third doses are not recommended. The Johnson & Johnson/Janssen vaccine only requires one dose for full efficacy.
Vaccine type is based on availability at each vaccine clinic site. In most cases, you will not be able to choose which type of vaccine you receive. However, if you have been advised to receive one vaccine type over another based on your circumstances or health history, please alert the clinic staff upon your arrival and we will do our best to accommodate your request or refer you to another site.
Vaccines work by teaching our immune systems to fight against infections. The Pfizer and Moderna vaccine uses an mRNA strategy to teach your body to target the surface of the virus. The Janssen vaccine teaches the immune system to attack the protein the virus uses. Both have shown to help your body protect against COVID-19.
The three vaccines being offered are all highly effective at protecting against severe forms of COVID-19 that can result in hospitalization or death.
The Centers for Disease Control and Prevention states that mRNA vaccines are being held to the same rigorous safety and effectiveness standards as all other types of vaccines in the United States. The only COVID-19 vaccines the Food and Drug Administration will make available for use in the United States are those that meet these standards.
These vaccines have demonstrated equivalent vaccine efficacy across all racial and ethnic backgrounds. This will continue to be tracked over the next two years.
Stanford Medicine is encouraged by the high level of racial and ethnic diversity represented in the Pfizer and Moderna clinical trials. Pfizer has stated that approximately 42% of its 44,392 participants in its global COVID-19 vaccine clinical trials have a diverse background. Moderna has reported that it recruited more than 11,000 people from communities of color — 37% of its cohort — as well as 7,000 people over the age of 65. The Moderna vaccine had 100% efficacy in those aged 65 and older, and 100% efficacy in communities of color.
Learn more about clinical trials at the US Food & Drug Administration website.
There is evidence that the two vaccines currently in use in the U.S. (Pfizer and Moderna) are likely to be effective against the major COVID-19 variants.
Please remember that vaccines are just one of several tools to help end the pandemic. It is essential for everyone, including those who have been vaccinated, to continue using all the tools available to help stop the spread of infection, including covering mouth and nose with a mask, washing hands often, staying at least 6 feet away from others, testing when indicated, and following all guidance from state and county health officials.
There is some evidence that one dose of two-dose vaccines (Pfizer-BioNTech, Moderna) can provide some protection against COVID-19 and is therefore better than not getting vaccinated at all. However, two doses of two-dose vaccines, given at the proper intervals, is still the U.S. recommendation.
Please remember that vaccines are just one of several tools to help end the pandemic. It is essential for everyone, including those who have been vaccinated, to continue using all the tools available to help stop the spread of infection, including covering mouth and nose with a mask, washing hands often, staying at least 6 feet away from others, testing when indicated, and following all guidance from state and county health officials.
There is no evidence recommending a third dose of the vaccine for any reason.
Please remember that vaccines are just one of several tools to help end the pandemic. It is essential for everyone, including those who have been vaccinated, to continue using all the tools available to help stop the spread of infection, including covering mouth and nose with a mask, washing hands often, staying at least 6 feet away from others, testing when indicated, and following all guidance from state and county health officials.
Side effects of the COVID-19 vaccine
As with any vaccine, people can react differently. It’s important to know that even rare, severe side effects will be temporary and should not dissuade vaccine recipients from completing their course of injections.
Many people who receive vaccines will have no side effects. Some will have mild side effects, which may include:
- Low-grade fever
- Chills
- Soreness at the injection site
- Headache
- Slight fatigue
In rare cases, people may experience more serious side effects, which are defined as side effects that prevent daily activities. These uncommon, temporary but severe side effects may include:
- Immediate allergic reaction
- High fever
- Muscle pain
- Joint pain
- Nausea
Anyone who reacts to a COVID-19 vaccine should have either an allergy consultation or referral to consider skin testing prior to a second dose. Even if you have side effects, it is still important to get a second dose.
There is no chance the vaccine will cause COVID-19.
So far, most side effects have been mild and temporary. Historically, the vast majority of complications in vaccines appear within 60 days of injection. Because all COVID-19 vaccine research and clinical trials have been expedited over the last several months, there has been no opportunity to gather extensive long-term research, including side effects.
Safety Precautions
Yes. Vaccines are just one of several tools to help end the pandemic. COVID-19 vaccines are highly likely to prevent people from becoming ill due to COVID-19. However, additional research over the next several months is needed to show:
- Whether the COVID-19 vaccine, in addition to preventing illness, also prevents infection from the virus
- Whether a person who has been vaccinated can spread the virus
For this reason, it is essential for everyone, including those who have been vaccinated, to continue using all the tools available to help stop the spread of infection, including covering mouth and nose with a mask, washing hands often, staying at least 6 feet away from others, testing when indicated, and following all guidance from state and county health officials.
Yes. Vaccines are just one of several tools to help end the pandemic. COVID-19 vaccines are highly likely to prevent people from becoming ill due to COVID-19. However, additional research over the next several months is needed to show:
- Whether the COVID-19 vaccine, in addition to preventing illness, also prevents infection from the virus
- Whether a person who has been vaccinated can spread the virus
For this reason, it is essential for everyone, including those who have been vaccinated, to continue using all the tools available to help stop the spread of infection, including covering mouth and nose with a mask, washing hands often, staying at least 6 feet away from others, testing when indicated, and following all guidance from state and county health officials.
You will still need to be tested under the following circumstances:
- If you were not wearing PPE as required by Stanford Medicine protocol when exposed to COVID-19
- If you were exposed to COVID-19 outside of work
- If you develop COVID-19 symptoms
- If you are concerned that you may have COVID-19
Individuals are considered fully vaccinated:
- 2 weeks after their second dose in a 2-dose series, like the Pfizer or Moderna vaccines, or
- 2 weeks after a single-dose vaccine, like Johnson & Johnson’s Janssen vaccine
If it has been less than 2 weeks since your shot, or if you still need to get your second dose, you are NOT fully protected. Once you're fully vaccinated, it's important that you continue to take precautions and follow public health guidance. Visit the CDC for guidance for fully vaccinated people.
Billing and Insurance
The COVID-19 vaccine will be provided with no out-of-pocket cost to patients.
The actual vaccination purchased and distributed by government agencies is free of charge. However, there is a cost to administer the vaccination. This cost will be billed and paid by your insurance or government program. There’s no out-of-pocket cost to you to get the COVID-19 vaccine.
Medicare and Medi-Cal have provided guidance that the vaccine administration should be billed directly to the government program instead of the HMO to simplify the administration and tracking. We require the correct member ID number to properly bill/report to the government program. There’s no out-of-pocket cost to you to get the COVID-19 vaccine.
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.
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.
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 refer to our visitor policy for the latest information on visiting patients in 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.
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.
COVID-19 test results are available online through your MyHealth account. Staff will assist you in signing up, if necessary.
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.
Please follow the directions of your health care team.
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 location, or an acceptable outside facility. Please consult your health care team.
Alternative COVID-19 testing arrangements can be made for geographic hardships.
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.
With very few exceptions, everyone 6 months and older should receive a flu shot every year.
The best time is late September through October — early enough that your body has time to develop antibodies before the flu season begins, and late enough that you’re protected through the end of the flu season. While it’s best to be vaccinated in early fall, it’s still worthwhile to receive a vaccine later in the year or even in early 2021 to protect yourself.
The flu vaccine is being administered at Stanford Health Care clinics, as well as at drive-up and pop-up locations. Contact your primary care provider for more information.
Yes.
Contact your insurance provider to determine whether it covers the vaccine. Most insurance plans do.
Serious reactions to flu vaccines are extremely rare. You are more likely to have severe complications from the flu than from a vaccine.
The flu vaccination’s protection lasts only about six months, which is the typical length of the flu season. Also, influenza strains are constantly changing, so each year’s flu vaccine is developed to target the strains most likely to circulate during the upcoming flu season.
The vaccine’s effectiveness varies each year, but generally the flu vaccine will reduce your risk of getting the flu by about 50%. Even when you get sick, however, you’re likely to have a less serious case if you have received the flu shot. In addition, getting the flu shot will help reduce the spread of influenza in your community.
If you have a cold or other mild illness, it’s safe to receive the flu shot. If you have a more serious illness, with a fever, you may need to wait. Check with your care provider if you’re scheduled to receive a flu shot and you don’t feel well.
A day or two after receiving the flu shot, you may develop muscle aches, soreness at the shot site, headache, nausea and, rarely, a fever. Severe allergic reactions are rare. They include difficulty breathing, hives, a rapid heartbeat, weakness, and swelling around the eyes or lips. If you experience any of these symptoms, seek emergency care.
Yes, people can be infected with both COVID-19 and the flu. A Stanford study found that 1 in 5 people who had COVID-19 were also infected with another respiratory virus.
The flu vaccine will not protect against COVID-19. However, the flu can be serious. It sends an average of 200,000 to the hospital annually and has killed between 12,000 and 61,000 people each year on average since 2010, according to the Centers for Disease Control and Prevention. With the COVID-19 pandemic predicted to worsen in the fall and winter, hospitals may be overwhelmed, so it’s important everyone is protected against the flu.
Healthy people ages 2-49 who are not pregnant may receive the vaccination through nasal spray. Check with your care provider if you’re unsure whether you qualify.
The steps you can take to protect yourself against COVID-19 and the flu are the same:
- Stay away from people who are sick.
- Wear a mask in public.
- Wash your hands frequently.
- Avoid touching your eyes and nose.
- Stay healthy by eating well, getting enough sleep and exercising.
Visiting Stanford Medicine clinics for any health care need, including a flu shot, is very safe. The drive-up vaccination sites are available for your convenience.
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.
If you are experiencing symptoms of COVID-19, have possibly been exposed, or need testing prior to a procedure or travel, visit one of our testing sites located across the Bay Area. Hours and requirements vary by location. Visit our COVID-19 Testing page for the latest information.
Bring a form of identification to your appointment. If you have a doctor’s order, bring a physical copy of the order or have it accessible on your mobile device. Do not use a ride sharing service or taxi for drive-through testing.
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.
Due to COVID-19, physical locations of the Release of Information (ROI) offices are currently closed for walk-up services but are continuing to accept requests via mail and fax.
Please call the ROI office phone number if you have any questions: 650-723-5721
The Chapel
Located on the 3rd Floor of the new Stanford hospital at 500 Pasteur Drive, this interfaith chapel is a peaceful place to reflect and pray. It contains sacred writings and prayer books of several religious traditions, as well as a book in which you can write your own prayers. However, due to COVID-19, the books are not available at this time.
Volunteering
The Spiritual Care Service Volunteer Program has been temporarily suspended.
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: 5/28/2021
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