Patients & Visitor Information

If you are a patient or visitor, then you can rest assured knowing that you have come to the correct place for advanced care.

Billing and Financial Assistance

General visiting hours

11 a.m. to 8 p.m. Children under the age of 12 are allowed to visit only if an adult accompanies them.

Maternity

Spouses, partners, parents, siblings and support persons may visit at any time. Other visitors are welcome during general visiting hours.

Pediatrics

Parents and grandparents may visit at any time. Siblings are welcome from 8 a.m. to 11 p.m.

Critical care

Critical care patients should be visited only for short periods of time. Visitors are required to use the intercom in the waiting room to check with the nurse prior to entering the critical care area. Due to the nature of ICU/CCU patient care, children are generally not allowed to visit in these areas.

For health reasons, flowers and plants may not be received in the Critical Care Department.

Your experience is important to us

Questions or concerns regarding care and experience

We are committed to responding to any concerns regarding care, treatment or services in a timely manner. Should concerns about your hospitalization arise, you or members of your family are encouraged to contact the nurse or manager in your area or the patient representative.

Your nurse can help resolve issues and maintain the highest quality of service and help you contact these individuals. If you have unresolved issues or complaints about your care, you may contact any of the following:

  • Patient Care and Safety Concerns

    Patient Advocates at Petaluma Valley Hospital
    400 North McDowell Blvd
    Petaluma, CA 94954
    Phone: 707-778-2880
    Email: PatientRelations@StJoe.org

    We strongly encourage speaking with our patient representatives first as they are highly-trained individuals fully equipped to listen and understand any issue or complaint and find proper resolutions. If you feel as though you are still not being heard, or a resolution is not possible, you may contact the following:

    Department of Health Services - Licensing & Certification Division
    50 Old Courthouse Square
    Suite 200
    Santa Rosa, CA 95404
    Phone: 800-554-0349

    US Dept. of Health & Human Services, Region IX
    50 United Nations Plaza, RM 322
    San Francisco, CA 94102
    Phone: 800-633-2322; (415) 437-8311 (TDD)
    Email: orc@ospatd10.ssw.dhhs.gov

    Anyone wishing to contact the Joint Commission regarding quality concerns may do so online at www.jointcommission.org or by calling toll free 800-994-6610.

  • Billing Questions or Concerns

    After discharge, if you need additional information concerning the finances of your stay, please contact our Business Office:

    Petaluma Valley Hospital: 707-778-7275

Family-centered care

We encourage the participation of family and friends in your care. Your loved ones may assist with personal hygiene, meals and your activity schedule at any time that is convenient. Let your nurse know if you would like a family member or friend to assist with your care. 

Your health, safety and well-being are our top priorities. We ask that only two persons visit a patient at any one time. All visitors entering our facilities after 8 pm or staying overnight must have a valid after-hours visitor pass. Please ask the nurse or stop by the information booth in the front lobby for more information.

Exceptions may be made to our visitor policies in special circumstances, allowing more family members to visit their loved ones.

If you have or any other visitor has symptoms of undiagnosed rash, or sore throat, please avoid patient contact until symptoms have resolved. Children, especially, can carry many different viruses to compromise patients.

Petaluma Valley Hospital is a smoke-free campus.

Patients in isolation

There are times when patients need to be placed in isolation to prevent the passing of infection from one patient to another. Depending on the reason for isolation, you may be asked to wear a mask, gown or gloves, or perhaps all of them when visiting. Check with a nurse to clarify the specific requirements for isolation. Please help us by following our isolation rules, and remember to wash your hands after leaving an isolation room.

Hand hygiene

Hand hygiene is the single most important way of preventing infection. Physicians and all healthcare workers are encouraged to cleanse their hands between every patient contact. You can also help prevent infection in the hospital through hand hygiene. Please help us keep our hospital clean by cleansing your hands at the following times:

  • Before visiting a patient, especially if the patient has a weakened immune system (e.g., oncology)
  • After coughing, sneezing or blowing your nose
  • After using the restroom
  • Before and after eating
  • After handling a patient’s flowers or plants
  • After visiting a patient in isolation, even if gloves are worn
  • An alcohol-based hand rub may be used to clean the hands when hands are not visibly soiled. These are found in the patient’s room.
  • Hand-washing can also keep YOU safe from colds, flu and gastric upsets since many viruses are passed from hand to hand. Do not be afraid to remind members of the healthcare team to cleanse their hands.