Patients and Visitors

With any new experience there is an element of uncertainty. To help you prepare, we’ve outlined this resource information.

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 tranquil healing environment.

We want your stay with us to be as comfortable as possible. If you have any questions or concerns at any time, please let us know. You can also view or download our Interactive Patient Guide Handbook. The handbook offers a complete overview of Providence Saint John’s Health Center, including Patient’s Rights and Responsibilities.

Patient and Visitors Guide

Providence Saint John’s Health Center
2121 Santa Monica Blvd.
Santa Monica, CA  90404
Driving directions
Download hospital map & directions
Main Hospital: 310-829-5511

The main entrance to Providence Saint John’s Health Center is located on Santa Monica Boulevard, between 20th and 23rd Streets. All parking is by valet only; no self-park lots are available within the campus.

The new entrance to the valet parking drop-off is located at the top of our one-way circle driveway. Enter using the east end of the driveway (near the U.S. Bank).

Providence Saint John’s front entrance on Santa Monica Boulevard is open from 5 a.m. - 8:30 p.m. Before or after these hours, please use the valet drop-off at our Emergency Department entrance. The Emergency Department is located on Arizona Avenue between 20th and 23rd Streets.

A friendly valet will greet you and direct you to the building’s public entrance into the Howard Keck Center. Please check-in with the Information Desk before proceeding to your visiting destination.

Parking rates

$18.00 Flat Rate (after 90 minutes). All rates include a 10% city parking tax.

Time Charge
First 15 minutes No Charge
16 – 30 minutes $6.00
31 – 45 minutes $8.00
46 – 60 minutes $10.00
61 – 75 minutes $13.00
76 – 90 minutes $15.00
90 + minutes $18.00 Max.
Handicap Rate $12.00 Max.


Note:
Providence Saint John’s does not validate in the parking structure or the health center. For the latest information and for questions related to directions please call the Providence Saint John’s parking office at 310-829-8012.

For questions regarding directions to the hospital, please contact Providence Saint John's Health Center by calling 310-829-5511. For valet assistance, please call 310-829-8361.

Ombudsperson

Individuals with questions or concerns related to Providence Saint John’s Development Agreement with the City of Santa Monica can contact:

Jim Tehan, Regional Director, Community Benefit & Partnerships
Providence Health & Services, Southern California 
Office: 310-303-5086 
FAX: 310-257-3599
Email: James Tehan

Pre-registration services are available for all patients scheduled to undergo services at Providence Saint John's Health Center. Each patient is encouraged to request telephone pre-registration as far in advance as possible, but allowing at least 72 hours prior to any scheduled services in order for Providence Saint John's to verify insurance coverage and benefits.

Pre-Registration Form

For Pre-Registration, contact:
Access Pre-Services/Regional Business Office
4190 W. 190th St.
Torrance CA 90504
Fax: 424-327-9928
Email: Access Pre-Services/Regional Business Office
For questions, call 310-303-6926 or Toll-free long distance 833-388-1351 

As hospitalization, tests or any procedures are anticipated, Providence Saint John's urges patients with financial concerns to consider our Financial Assistance Policy. Based upon eligibility, the hospital may discount some or all of a patient's bill or help to arrange regular payments.

Eligibility for financial assistance is based upon the income level of patients who do not have private insurance, Medi-Cal or Medicare coverage. It also extends to those who face challenges paying outstanding balances that are their responsibility. Assistance is available for all medical services completed at Providence Saint John's except elective procedures.

To begin the financial assistance process, please call or visit our Financial Counselors.

Providence Saint John’s Health Center
Patient Access Care Team Office - PACT

310-829-8376
2121 Santa Monica Blvd.
Santa Monica, CA 90404

Thank you for making Providence Saint John’s Health Center (PSJHC) your hospital of choice. We would like to provide you with information regarding the billing process for services rendered. All prices quoted by PSJHC are for HOSPITAL facility charges only. Depending on the services that you were provided, you may also receive bills for professional services rendered by hospital contracted Radiologists, Pathologists, Anesthesiologists, Emergency Room Physicians, or others. These providers may or may not be contracted with your insurance carrier(s).

If you are a Medicare participant, it may be determined that your hospital services are outpatient charges, and will be billed to Medicare Part B.

Please note that aside from co-pays, other charges may apply depending on your insurance coverage.

Hospital charges

Because every person is different and so is the treatment that your physician may order for you, it is very difficult to calculate exactly what the charges will be.

Physician charges

Charges for care provided by your Physician and/or other practitioners are not included in your Providence Saint John's Health Center bill. You will receive a separate bill from their office which is unrelated to Providence Saint John's. This may include your physician, surgeon, anesthesiologist, emergency room physician, radiologist, pathologist, and other professionals.

Please note that Providence Saint John's does not set physicians' charges. These physicians may or may not be contracted with your insurance plan. If a physician is not contracted with your insurance plan we encourage you to contact that physician's business office to make arrangements. Please call the phone number on the statement you receive from the physician’s office for assistance.

Emergency services

If you do not have an existing relationship with a Providence Saint John's physician or if the emergency department physician determines additional specialty expertise is needed to properly care for you, a physician will be assigned from the emergency department call panel. That physician may or may not be contracted with your insurance plan.

Please note if you don't have health insurance, emergency care will never be delayed or withheld on the basis of your ability to pay. Providence Saint John’s has financial counselors available to assist you. Please call 310-829-8007.

For all billing inquiries, as well as providing your insurance information (if you do not have it at the time of service), please contact the following:

Providence Saint John’s Health Center
Hospital Business Office
1515 West 190th St.
Suite 350
Gardena, CA 90248
Tel: 310-829-8007
Fax: 424-201-6591

Radiology
Tower Imaging Medical Associates
Management Services Network (MSN)
P.O. Box 25159
Colorado Springs, CO. 80936
Tel: 877-406-2916
Fax: 719-591-2745

Emergency Room Physician
Physician Choice
(For Payments)
P.O. Box 4419
Woodland Hills, CA 91365
Tel: 877-943-8639

Pathology / Laboratory
Pathology Medical Group of St John’s
P.O. Box 844650
Los Angeles, CA 90084-4650
Tel: 800-458-1375
Fax: 903-453-2441

Radiation Oncology
Valley Radiotherapy Associates
Medical Group
1500 Rosecrans Ave.
Suite 400
Manhattan Beach, CA 90266
Tel: 310-335-4057
Fax: 310-335-4098

Anesthesia
Bayside Anesthesia Medical Group
P.O. Box 60790
Pasadena, CA 91116-6790
Tel: 626-204-6765
Fax: 626-240-4990

DuraMedic
1717 West 6th. St.
Suite 330
Austin, TX 78703
Tel: 877-571-5400
Fax: 512-320-9961

 

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

How do I contact Providence Saint John’s Health Center about medical records?

Our contact information and location are:

Phone: 310-829-8946
Fax: 310-315-6148
2020 Santa Monica Blvd.
Third Floor
Santa Monica, CA 90404
HOURS: Mon - Fri: 8 a.m.-4:30 p.m.

Frequently asked questions about obtaining medical records

How do I request copies of my medical records?

You may visit the Health Information Management Department in the Koll Building, which is located at 2020 Santa Monica Blvd., Third Floor, Santa Monica, CA 90404 from Mon - Fri: 8 a.m.-4:30 p.m., and complete an authorization to have your records released.

I do not have transportation, how can I get an authorization form?

A HealthPort representative would be happy to mail, email, or fax an authorization form to you. You can request an authorization form by calling 310-829-8946 Mon - Fri: 8 a.m.-4 p.m.. You can then mail, fax (310-315-6148), or email the authorization back to Providence Saint John's Health Information Management Department, 2020 Santa Monica Blvd., Third Floor, Santa Monica, CA 90404.

How long does it take to get copies of my medical records?

The normal processing time for fulfilling a request for medical records is 7-10 business days.

What is the cost for copies of medical records?

The cost for medical records when a patient requests the information is $0.25 per page. The cost is different if the records are requested by your insurance company or an attorney. There is no charge when records are requested by your physician.

How do I pay for my medical records?

When your request for medical records is complete, you will receive an invoice from HealthPort by mail.  The invoice will include the breakdown of the fees along with an address to where you should send the payment. You may also pay by credit card by filling out the appropriate field on your invoice. Your records will be mailed to you the same day the invoice is mailed out. If you would rather pick up your records, or have them emailed to you, please note your request on the authorization form.

The Flora L. Thornton Community Health Education Program

Inspired by Flora L. Thornton's dedication to education as an essential component to wellness and disease prevention and a generous grant from the Flora L. Thornton Foundation, Providence Saint John's Health Center offers education programs to the community to promote health and longevity. The hallmark of the Flora L. Thornton Community Health Education Program is a series of community education forums.

Community education forums

A panel of prominent physicians and healthcare professionals from Providence Saint John’s Health Center and the John Wayne Cancer Institute at Providence Saint John’s Health Center present health lectures at community education forums scheduled throughout the year. Topics include: heart health, nutrition, cancer prevention and awareness, arthritis, joint and bone health, stroke prevention education and women's health. The community education forums are free and open to any interested person. They include a discussion/question and answer session.  Call 310-829-8453 to be added to the mailing list and to obtain information about upcoming forums.

Community cancer forums

Each year Providence Saint John’s Health Center Cancer Committee sponsors educational forums focused on a major theme in cancer prevention, treatment, survivorship and research. These forums feature the renowned physicians, faculty and researchers of the John Wayne Cancer Institute at Providence Saint John’s Health Center. A question and answer panel discussion is included.

Women’s health, pink ribbon lectures and forums

Women’s health is celebrated in annual community education forums dedicated to wellness through nutrition, bone health, the understanding of hormones and their risk, in addition to breast and skin cancer prevention and survivorship. The renowned physicians and clinicians of The Margie Petersen Breast Center and of the John Wayne Cancer Institute at Providence Saint John’s Health Center participate. 

Heart and vascular lectures and forums

Heart disease and stroke are addressed by the physicians and clinicians of Providence Saint John’s Health Center’s Heart Center, Stroke Team and Emergency Services. The latest knowledge on stroke and heart attack prevention as well as early intervention technology is shared.

Smoking cessation

The American Lung Association (ALA) offers an online, self-help Freedom from Smoking® program. Contact ALA at 213-384-5864 or visit the Lung Association’s website. The American Cancer Society (ACS) also provides educational materials for smoking cessation. Contact ACS at 800-227-2345. Get additional information on smoking cessation, cessation support groups and resources in the local community.

Weight management

Individualized nutrition counseling for weight management
One-on-one counseling is designed to help those who would like to achieve or maintain a healthy weight. Call Nutrition and Diabetes Education Department at 310-829-8889.

Diabetes education 

Individualized diabetes counseling
Certified Diabetes Educators (RD, CDE) are available to provide individualized counseling for diabetes, to patients and their families with a physician referral. Call Nutrition and Diabetes Education Department at 310-829-8889 for more information.

Pre-diabetes class
This 2-hour class is designed to help individuals who are at risk for diabetes prevent the onset of disease. Call Nutrition and Diabetes Education Department at 310-829-8889 for more information.

Nutrition counseling

Registered dietitians are available to provide individualized counseling for nutritional needs for most medical conditions. A physician referral is required.  For more information, please contact the Nutrition and Diabetes Education Department at 310-829-8889.

Nutrition counseling for the cancer patient
A cancer center nutritionist can provide personalized medical nutrition therapy for cancer patients during treatment and remission.  For information and an appointment call 310-829-8889.

Cancer Concerns: Workshop for women with cancer

Look Good Feel Better
Offered in collaboration with the American Cancer Society, this free workshop is open to any woman undergoing cancer treatment. Instruction is given on coping with appearance-related side effects.  A licensed beauty professional gives make-up and skin-care tips and also provides suggestions for wearing wigs and headwear.  Each participant will receive a complimentary make-up kit. Registration is required. For a program schedule of sessions at Providence Saint John’s Health Center and to register, call the American Cancer Society at 800-227-2345.

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

Disclosure notice:

(Procedures and criteria are disseminated to members upon request.)

The materials provided to you are guidelines used by the medical group to authorize, modify or deny care for persons with similar illnesses or conditions. Specific care and treatment may vary depending on individual need and benefits covered under your contract. Those are guidelines and do not constitute the standard of care.

  • Providence Saint John's Health Center will disclose a list of network providers to members, upon request.
  • Utilization Management medical clinical guidelines will be disclosed to members and practitioners, upon request.
  • All Utilization Management decisions are based on appropriateness of care and service.
  • Providence Saint John's Health Center/Foundation does not compensate practitioners for individual denials.
  • Providence Saint John's Health Center/Foundation does not offer incentives to encourage denials.
  • Providence Saint John's Health Center/Foundation does not have the financial incentives that would encourage decisions that would impact under/over-utilization of care, service or available member benefits.

For questions or concerns that are related to a referral that your provider has submitted, patients can telephone our main Utilization Management number, 855-359-6323. Hearing or speech-impaired members (TTY users) can call 711 relay services. Collect calls are accepted for patient referral matters, and Spanish speaking staff members are available.

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