Valley Medical Center

Santa Clara Valley Medical Center serves Santa Clara County residents through hospital care, primary care clinics, specialty services, and patient support programs. This article explains how to schedule an appointment, locate your care team, prepare for a clinic visit, use myHealth Online, request medical records, and seek help with hospital bills. It also covers service hours, campus parking, and visiting rules so patients and families can plan their time at the medical center.

Santa Clara Valley Medical Center Services

Santa Clara Valley Medical Center, often called SCVMC, is part of the County of Santa Clara’s healthcare system. The hospital describes its role as a community healthcare safety net, providing needed care to county residents without medical coverage or the ability to pay. Its specialized services also serve the broader community, including emergency care, trauma treatment, burn care, and rehabilitation.

The official Santa Clara Valley Medical Center website provides access to appointment information, provider searches, health center locations, and department information. Services highlighted by the medical center include the Burn Center, Center for Digestive and Liver Health, Pediatrics, Rehabilitation Center, Sobrato Cancer Center, Trauma Center, and Women’s Health.

The main hospital campus and Valley Health Centers serve different purposes. A primary care appointment may take place at a clinic rather than inside the hospital. Specialty providers also practice at different locations. Before traveling, identify the location associated with your appointment instead of assuming that every SCVMC service is at the main campus.

Emergency Care and Express Care

The Emergency Department provides care for adults and children 24 hours a day, seven days a week. Its services address adult medical, pediatric, traumatic, and psychiatric emergencies. If this is an emergency, call 911.

The hospital directory separately identifies Express Care, which operates daily from 8:30 a.m. to midnight. Express Care hours are different from the Emergency Department’s continuous hours and from the appointment call center’s schedule. The campus also lists adult and pediatric urgent care among its features.

Appointments Through Valley Connection

Valley Connection is the appointment line for SCVMC primary care clinics. Patients can use it to make an appointment with a primary care physician, obtain a Medical Record Number, and locate services. The automated system offers options in English, Spanish, Vietnamese, and several other languages.

The Valley Connection appointment instructions explain the telephone menus for patients with and without an SCVMC primary care provider. Call center hours are Monday through Friday, 7:00 a.m. to 7:00 p.m., and Saturday and Sunday, 8:00 a.m. to 4:30 p.m. The appointment line is closed on Thanksgiving, the day after Thanksgiving, Christmas, and New Year’s Day.

Information for the Appointment Call

Have your Medical Record Number available when calling. For patients with an SCVMC primary care provider, the published instructions say to select a preferred language, press 1, enter the Medical Record Number, and enter the birth date in MM/DD/YYYY format. The Medical Record Number identifies your patient record; it is separate from the appointment choices you select in the telephone menu.

Appointment options include a visit for someone who is sick that day, routine or follow-up primary care, well-child care, obstetrics or gynecology, specialty care, and cancellation or rescheduling. Other main-menu options cover pharmacy, dental services, behavioral health, clinic locations and hours, myHealth Online, specialty services, and medical advice.

The “Something Else” menu includes options for leaving a message for a doctor, asking about laboratory results from Valley Medical Center or its clinics, requesting a patient identification card, and obtaining other service information. Follow the option that matches your request so it reaches the appropriate service.

Valley Connection calls are recorded for quality assurance. Patients who prefer not to be recorded should tell the representative when the call is answered.

Patients Without an Assigned Primary Provider

If you do not have a primary care physician, the appointment page directs you to contact your health plan about selecting one. Patients without an SCVMC primary care provider who have previously been seen at one of its clinics, or who do not have a health plan, can also call Valley Connection for appointments and other information. The published instructions for this group are to select a preferred language, press 9, and listen to the available options.

Provider Searches and Specialty Appointments

The Santa Clara Valley Healthcare provider search allows searches by provider name or address. Filters include specialty, gender, spoken language, and location. For a location search, enter a full address, city and state, or ZIP code, then select a suggested result from the drop-down menu.

This directory covers Santa Clara Valley Healthcare providers across multiple locations. Review the location shown with a provider’s result, especially when a provider has more than one practice site. A specialty match alone does not identify the building where your appointment will occur.

SCVMC distinguishes primary care appointment changes from specialist appointment changes. Valley Connection handles cancellation or rescheduling with a primary care provider. The Admission Information page directs patients who need to cancel or reschedule with a specialist to the specialty appointment number included in the office list below. Dental appointments also have a separate telephone contact.

Preparation for a Clinic Visit

The hospital’s clinic arrival and appointment guidance asks patients to arrive at least 15 minutes before the scheduled appointment. This allows time for registration and forms. Late arrival can mean waiting to see the provider or rescheduling for another day, depending on the clinic’s schedule.

Your healthcare team may include doctors, nurse practitioners, nurses, pharmacists, medical assistants, and registration clerks. During the appointment, ask questions about the reasons for a test, a new medication, or a specialist visit. Patients may take notes and receive an After Visit Summary containing visit information.

If you cannot attend, call as soon as you know you will miss the appointment. Patients enrolled in myHealth Online can also make, cancel, view, or request appointments through that system. The portal offers eCheck-In before an appointment to help save time.

Laboratory, Imaging, and Pharmacy Hours

Hospital services do not all follow the same operating schedule. The campus directory gives the following hours for specific services:

Diagnostic Imaging: Monday through Friday, 8:00 a.m. to 5:00 p.m.; closed weekends and holidays.

Valley Specialty Center laboratory draw station: Monday through Friday, 7:30 a.m. to 6:00 p.m.; closed weekends. Holiday hours are 8:00 a.m. to 4:30 p.m., except Thanksgiving, Christmas, and New Year’s Day.

Valley Specialty Center pharmacy: Monday through Friday, 9:00 a.m. to 6:30 p.m.; closed weekends and holidays.

The laboratory schedule above applies specifically to the Valley Specialty Center draw station. Likewise, the pharmacy hours apply to the Valley Specialty Center pharmacy. These schedules should not be treated as the operating hours of every laboratory or pharmacy in the healthcare system.

Campus Directions and Parking

The main campus is in San Jose near Interstate 280, at the intersection of Moorpark and Bascom Avenues. The SCVMC Campus Map Directory provides a downloadable campus map. Use the directory to identify your destination and designated patient or visitor parking.

SCVMC hospitals and clinics offer free parking on all campuses, 24 hours a day. The main campus also offers complimentary valet parking for patients and visitors at the front of the Main Entrance, Monday through Friday, 7:00 a.m. to 6:00 p.m. Valet service is closed on holidays and observed county holidays. Follow campus signs for the location you need.

Hospital Visiting Hours and Restrictions

The hospital visiting and parking policy sets general visiting hours at 9:00 a.m. to 6:00 p.m. daily, subject to visiting guidelines. Patients may designate one or two individuals at a time to remain in the room outside general visiting hours, also subject to those guidelines.

To locate an inpatient, call the Hospital Operator using the main hospital number. Follow the prompt for the operator or press 0. The operator can connect callers to the patient’s room or provide the room number.

Patients have the right to choose their visitors and withdraw consent at any time. Visiting may be limited because of patient care, privacy, rest, infection risks, safety concerns, space limitations, or applicable restrictions. Additional visitors for critically ill patients, comfort care patients, and labor and delivery may be approved by the unit manager or designee.

Visitor Identification and Conduct

Visitors to inpatient units must have the visitor identification required by hospital administration and Protective Services. Identification must remain visible during its valid period and be returned or deposited in a designated receptacle when it expires. Visitors remaining after general visiting hours also need appropriate identification.

Visitors must follow staff instructions about protective equipment and security procedures. Large family gatherings in patient care areas are prohibited, and visitors may not gather in corridors or other undesignated waiting areas. Visitors must not sit or recline on patient beds. Smoking is prohibited anywhere on the hospital campuses.

The care team or hospital administration may restrict visitors with coughs, colds, or other respiratory symptoms. Visiting can also be limited during infectious disease outbreaks or when a visitor presents a health or safety risk.

Rules for Children Visiting Patients

Children under 14 may visit with permission from the attending physician or charge nurse and must be screened by a physician or nurse for signs of respiratory illness or rash. Children of any age may visit the Women and Children’s units after appropriate screening. Children showing respiratory symptoms or a rash may be denied entry.

Children under 14 may not visit patients with neutropenia or who are otherwise immunocompromised. Every child must remain under the continuous supervision of a responsible adult other than the patient. Infants and toddlers must be held or supervised in car seats or strollers, and children may not sit or play on the floor or in a patient’s bed.

myHealth Online and Patient Account Support

myHealth Online is a secure patient website and a customized version of MyChart. Through the website or MyChart mobile app, patients can view test results, request prescription refills, make appointments, and message their doctor.

Other features include requesting health records, reviewing health and billing summaries, linking accounts, sharing information through Share Everywhere, and managing notifications. The official page provides login, sign-up, app download, and support options, along with a user guide and eCheck-In information.

Technical or account questions belong with the myHealth Online Help Desk, which offers telephone support 24 hours a day, seven days a week. Secure online bill payment is also available through the official page. Patients do not need a myHealth Online account to use that free payment service.

Medical Records and Radiology Copies

Patients or their legal representatives can request copies of medical records or have records sent to another facility. The medical records request instructions require a completed, dated, and signed release form before records can be released, including to the patient.

Specify which parts of the record you want. The hospital identifies discharge summaries, operative reports, and history and physical examination reports as records that often contain information needed for continued care. Requests involving psychiatric care, AIDS/HIV information, or alcohol and drug abuse information require the authorization indicated on the form.

Release forms are available in several languages. Completed requests can be mailed, delivered in person to Health Information Management, or faxed to Release of Information. The official page also provides an email contact. The department is in Room 1E013 on the hospital’s first floor and is open Monday through Friday, 8:00 a.m. to 4:00 p.m., excluding holidays. When closed, requests may be left in the mailbox beside the Medical Records Department door.

Processing, Pickup, and Copy Charges

Allow up to 10 business days or 14 calendar days for processing. Patients requesting in-person pickup will be contacted when records are ready, and photo identification is required. If someone else will collect your records, that person needs an original, signed authorization letter from you and a photo ID.

Records requested for a physician or another provider are sent to that provider at no cost. Personal copies may cost $6.50 for the electronic portion and $0.07 per page for material stored on paper. If charges exceed $100, payment may be required before release.

Radiology images have a separate contact and fee structure. The first CD or set of films is free; additional copies cost $15 per CD or $15 for each film. Direct questions about images to the Radiology Film/CD Library, rather than treating them as an ordinary written-record request. Birth certificate copies are obtained through the County Clerk-Recorder’s Office, separately from hospital medical records.

Billing Estimates and Payment Assistance

SCVMC provides different tools for estimating costs, paying statements, and applying for financial assistance. Its price transparency and cost estimator page offers access to a Guest Estimator for more than 500 shoppable services and a machine-readable standard charge file.

A Guest Estimator result is based on the information entered and the date the estimate is created. It is not a final payment agreement or a guaranteed price. Additional charges may arise for supplies, medications, and other clinical services ordered by the physician. The hospital also states that this estimate is different from a Good Faith Estimate under the No Surprises Act.

The price files distinguish facility charges, called Hospital Billing, from professional service charges, called Professional Billing. Those categories describe different components of care costs. An estimate or standard charge file does not replace the patient’s billing statement or a financial assistance application.

Healthcare Access Program Eligibility

The County’s Healthcare Access Program financial assistance information explains free or discounted medically necessary services and supplies for eligible uninsured patients and insured patients with high out-of-pocket costs. Applicants can also receive free help applying for Medi-Cal, presumptive eligibility, Covered California, and other public healthcare programs.

Potential eligibility requires gross family income below 650% of the Federal Poverty Level and one of these circumstances:

The patient has no health insurance or other payment source for medically necessary services or supplies.

The patient has insurance, but annual out-of-pocket costs at the county health system exceed 10% of current family income or income over the previous 12 months, whichever is lower.

The insured patient or family members have paid annual out-of-pocket medical expenses exceeding 10% of family income.

Patients meeting a qualifying category with family income at or below 400% of the Federal Poverty Level are eligible for a 100% discount on medically necessary services or supplies. For eligible county residents above 400%, the program provides discounts of 70%, 50%, or 25% within its respective income bands below 450%, 550%, and 650% of the Federal Poverty Level.

Application Documents and Submission

Complete the county health system’s Financial Assistance Application and include proof of identity and proof of income. Government-issued identification is one accepted identity document; recent pay stubs or income tax returns are accepted income documents.

County residents seeking long-term assistance lasting up to one year must also submit proof of residency. Examples include a lease, mortgage document, utility bill, vehicle registration, or declaration of homelessness. Proof of residency is not required for charity care or a discount payment. Other healthcare coverage programs may require additional documents.

Complete applications and supporting documents may be delivered to Patient Financial Services, faxed, or emailed using the submission details on the official program page. The county recommends encrypting emailed documents to protect personal information. Patients are encouraged to apply as soon as possible and may apply for financial assistance and healthcare coverage at the same time.

Eligible county residents may qualify for a one-year period unless they qualify for a third-party payment source. Eligible residents of other counties must apply each time they receive county health system care. Patient Financial Services is open Monday through Friday, 8:00 a.m. to 4:30 p.m., and provides free application assistance, language assistance, and accessible document formats.

Hospital Departments and Patient Service Contacts

Santa Clara Valley Medical Center: 751 South Bascom Avenue, San Jose, CA 95128; (408) 885-5000.

Valley Connection: (888) 334-1000.

Referrals to Specialty Clinics: (800) 814-4351.

Dental Services: (408) 808-6102.

myHealth Online Help Desk: (408) 977-3524.

Billing: (408) 885-7470.

Patient Financial Services: 770 S. Bascom Avenue, San José, CA 95128; (866) 967-4677.

Health Information Management Department, Release of Information: 751 S. Bascom Avenue, Room 1E013, San Jose, CA 95128; (408) 885-3764.

Radiology Film/CD Library: (408) 885-6376.

Diagnostic Imaging (Radiology): 751 South Bascom Avenue, San Jose, CA 95128; (408) 885-6350.

Laboratory: (408) 885-6500.

Pharmacy Information Center: (408) 793-2750.

Pharmacy Refills: (408) 977-3500.

Burn Center: 751 South Bascom Avenue, San Jose, CA 95128; (408) 885-6666.

Center for Digestive and Liver Health: 751 South Bascom Avenue, San Jose, CA 95128; (408) 793-2550.

Diabetes Center: 751 South Bascom Avenue, San Jose, CA 95128; (408) 793-2515.

Valley Medical Center FAQs

What if financial assistance is denied?

If you believe you were wrongly denied help paying your hospital bill, California’s Hospital Bill Complaint Program reviews hospital decisions about financial assistance eligibility. The county’s financial assistance page includes access to that state complaint program and a Healthcare Access Program appeal form. Use the appeal form for the county program’s appeal process; the state complaint program provides a separate route for challenging a hospital’s eligibility decision.

Are discounted cash prices available?

Santa Clara Valley Medical Center’s standard charge information includes discounted cash prices for self-pay patients who pay their hospital bills in full within 30 days of the date of their first billing statement. That timing starts with the first statement, rather than the treatment date. Before relying on a listed cash price, clarify how it applies to your bill and whether you can meet the full-payment requirement.

Where should I ask about lost belongings?

The hospital’s campus service directory lists a dedicated Lost and Found service. Use that listing when trying to recover an item left during a hospital visit. To make your inquiry more useful, describe the item, when you last had it, and the department or waiting area where you believe you left it. Those details can help staff distinguish your belongings from similar items.

Can visitors bring items into a patient’s room?

Staff may limit items brought into a patient’s room for clinical or security reasons under the hospital’s visitor policy. Ask the patient’s care team before bringing something you are unsure about. Permission to visit does not automatically mean every item is permitted. Visitors must also avoid creating a messy or unclean environment, so keep belongings contained and follow staff instructions about what may remain in the room.