Patients and Visitors

With any new experience there is an element of uncertainty. If this is your first hospital visit, you probably have many concerns regarding your care – such as what to expect, who to ask questions of, and what is the best way to participate in your recovery.

This information should answer many of your questions and make you feel more comfortable about your hospitalization.

Our team of nurses, doctors, technologists, technicians, therapists and support staff all share in the Providence tradition of caring. Together, we are dedicated to providing skills and services necessary to give you excellent, respectful care.

You are the key member of your healthcare team, and because of that we encourage you to become involved in your health care. Ask questions. Tell us your concerns, hopes and needs related to your care, treatment, services or any patient safety issues. With your assistance, we can work toward our mutual goal: giving you excellent care in a supportive environment.

At Providence, we support an individual’s right to choose the care they want. Our Ethical Directives of Catholic Healthcare call on us to respect the dignity of each person.

Advance Care Planning (ACP) encourages patients and families to talk about and document their care preferences in advance to ensure that the care they receive is aligned with their goals, values, and priorities. We have provided resources for you and your family to help you have the conversation and document your wishes in writing.

An advance health care directive lets your physician, family and friends know your healthcare preferences, including the types of special treatment you want or do not want at the end of life, your desire for diagnostic testing, surgical procedures, cardiopulmonary resuscitation and organ donation. By considering your options early, you can ensure the quality of life that is important to you and avoid having your family make critical medical care decisions for you under stress or in emotional turmoil.

How to get started

The best time to start the conversation about the kind of care you’d want if you were in an accident or became seriously ill is now. The Institute for Human Caring is dedicated to engaging the community and health care providers in conversations about what matters and ensuring that our patient’s care preferences are honored. We can help you think about the care you’d want, talk to your loved ones about your decisions, choose your advocate and complete an advance directive.

Start the Conversation with these Four Steps:

  • THINK - about your values, goals and care preferences if you were to become seriously ill
  • TALK - to your loved ones about these care preferences
  • CHOOSE - someone to speak for you if you can’t speak for yourself
  • COMPLETE - an Advance Directive

Advance directive tool kit

Learn how to make decisions about the care you would want to receive if you become unable to speak for yourself. Visit Institute For Human Caring to access Providence Advance Directive tool kit in multiple languages to assist you and your family in having the conversation, selecting a health care decision maker and completing an Advance Directive.

Five Wishes

Five Wishes serves as an Advance Directive and is a legally-valid tool available for your use. Five Wishes helps ensure your wishes, and those of your loved ones, will be respected-even if you cannot speak for yourself.

POLST (Physician Order for Life Sustaining Treatment)

Physician Orders for Life-Sustaining Treatment (POLST) is a physician order that outlines a plan of care reflecting a patient’s wishes concerning care at life’s end. The POLST form is voluntary and is intended to:

  • Help you and your patient discuss and develop plans to reflect his or her wishes
  • Assist physicians, nurses, healthcare facilities, and emergency personnel in honoring a person’s wishes for life-sustaining treatment
  • For more information, please visit POLST for health care providers

If you are experiencing a medical emergency, call 911 or go to your local emergency room.

For physicians: direct admission

818-496-7700

The Patient Placement Center (PPC) at Providence Holy Cross Medical Center will provide immediate access to admit a patient to our hospital. The PPC is available 24 hours a day, 7 days a week for your convenience. With one phone call, you will be assisted in arranging admissions and transfers of your patients to Providence Holy Cross Medical Center.

No smoking policy

Because we care about your health and that of our employees and visitors we do not allow smoking within our Providence Medical Centers. Smoking is, however, permitted only in designated areas.

Oxygen

Special regulations are in effect in areas where patients are receiving oxygen. Electrically operated equipment and aerosol products are not permitted in these areas.

Fire drills

For your protection, the hospital conducts fire and disaster drills regularly. If a drill occurs while you are in the hospital, you will hear an announcement prior to the drill. Please remain calm and remain in your room. The hospital is a fire-resistant building and the staff is trained in fire protection and safety. In the unlikely event of an actual fire, our staff will assist you.

Medications

All medications you take while in the hospital are prescribed by your doctor, are dispensed by the hospital pharmacy, and are administered by a nurse. Patients are not permitted to administer their own medicine or keep personal medications at their bedside.

Wheelchairs

Wheelchairs are available on all nursing units. Your medical condition, medical procedures you have had, or medications you have been prescribed may make getting in and out of the wheelchair difficult without assistance. Please ask for help from a member of the hospital staff before getting in or out of a wheelchair, even if you feel fine.

Cell phones

For patient health and equipment protection, use of cellular phones is not permitted anywhere inside the hospital.

Gifts for patients

Visitors should check with the nurse before bringing gifts of food or drink to patients. If you are sending flowers to a patient please keep in mind that large plants and flowers are difficult to transport upon discharge. For your protection, flowers and plant arrangements are not allowed in our Intensive and Coronary Care Units, as well as our Sub-Acute Unit.

About your stay

Providence Holy Cross Medical Center has enjoyed a long tradition of providing personalized, compassionate care. Since 1961, our health care team has been devoted to delivering the best medical care possible. We want your stay with us to be as comfortable as possible. Learn what to expect while staying as a patient at Providence Holy Cross Medical Center.

If you have any additional concerns or questions, please do not hesitate to contact our patient relations department at 818-496-4792.

Accepted insurance

When it’s time to choose your health plan, it’s also time to consider which hospital you’d prefer for medical care. Providence Medical Centers are all contracted with most major insurance carriers so you know you’ll receive high-quality care at in-network health plan member rates. In-network means less out-of-pocket costs to you. See a list of accepted insurances at Providence Holy Cross Medical Center.

Pre-registration

Pre-registering for your hospital visit will prepare us for your arrival and save you time when you check into the hospital. To pre-register, please complete the online pre-registration form.

For patients being admitted within the next 48 hours: Please do not fill out this online form. Call the hospital directly during normal business hours to pre-register by phone: 818-496-4615. If you have a Monday appointment, you cannot pre-register online or by phone after 5 p.m. on Friday. You will be able to register when you come in for your Monday appointment.

For pre-registration, contact:
Access Pre-Services/ Regional Business Office
4190 W. 190th Street, Torrance CA 90504

Fax: 424-327-9928
Email: CAAccess.OBRegistration@providence.org
For questions, call 310-303-6926 or 833-388-1351.

Billing and financial assistance

Pay your bill online, get answers to your billing questions and learn more about our financial assistance program. You can also view the standard charges for our hospitals (pricing transparency).

Go to billing

Visitors are a welcome part of a hospital stay and are important to your recovery. Rest is also important. If you wish, nursing staff will restrict your visitors. Visiting hours vary according to nursing unit and individual patient needs. We ask your consideration for other patients and your assistance in controlling noise and the number of visitors.

Badge check-in/check-out process

Visitors will need to enter the hospital through the main lobby entrance and will need to get clearance from the Information Desk. Visitors will receive a badge accordingly and will be responsible for returning their badge as they leave the hospital. For visitors who may be an exception, Security will call the house supervisor for clearance to allow the additional visitors.

Visiting hours for special care units

Medical-surgical and transitional care units

8 a.m. to 8 p.m.

Maternity

11 a.m. to 8 p.m.

Fathers or significant other with ID bracelet: anytime.

No children allowed except siblings of newborn.

Critical care

Mon - Fri: 8:30 - 9:30 a.m. ; 10:30 a.m. - 2 :30 p.m.; 4 - 7 p.m.
Sat - Sun: 8:30 a.m. - 2:30 p.m. and 4 - 7 p.m.

CCU/ICU visitors are limited to immediate family and significant others. No visitors under 12 years of age at any time.

Limit of three visitors per patient; however, only two visitors will be allowed in the patient room at a time. The third visitor must wait in the ICU waiting room.

Waiting areas

There are lounge areas for visitors on each patient floor and on the main floor lobby. Special waiting areas have been designated for families of patients in critical care, the emergency department and surgery.

Non-English Speaking and Deaf and Hard-of-Hearing Individuals

Language interpreters for those who speak English less than very well are provided at no charge. This service is available to patients and their companions during all business hours. Both over-the-phone interpreter services and Video Remote Interpreting (VRI) are available. This technology provides quick access to remote ASL interpreters and to many languages and dialects.

Notice of Interpretation Services

Interpreter and Translation Services/HearingDevices (Language Access Plan for LimitedEnglish Proficiency Persons)

For questions, concerns, or complaints contact the department manager or the support services listed below:

California Relay Service
Dial 711 (or 9-711 from a hospital phone)
TTY English 800-735-2929, Spanish 800-855-3000

Patient Relations Department
Providence Saint Joseph Medical Center
501 S. Buena Vista Street Burbank, CA 91505
818-843-5111

California Department of Health (CDPH)
Health Services, Complaints
1-800 -228 -5234 3400
Aerojet Ave. #323
El Monte, CA 91731

Risk Management
Licensing and Compliance
818-847-4747