Visitor Information

Visitors are an important part of the care experience at San Mateo Medical Center (SMMC). We are committed to providing a safe, respectful, and welcoming environment for our patients, staff, and visitors. We ask that visitors follow all requirements and rules listed below. Please let a member of our team know if you need help or have any questions.

Please note that visitation may be adjusted at any time based on patient condition, care needs, or staff direction. 

 

General Visitor Guidelines

Help us maintain a safe and respectful environment for everyone:

• Do not visit if you are feeling sick. Please come back when you no longer have any symptoms.
• Follow all directions from our staff during your visit, including the number of visitors allowed at one time and length of your visit. The number of visitors may be limited based on patient condition, room size, and safety.
• Visitors may be asked to step out during procedures, emergencies, shift change, or when care is being provided.
• You must wear a mask or other Personal Protective Equipment when required by our staff.
• Please clean your hands at the available hand hygiene stations when entering and throughout your visit.

Privacy & Respect

We are committed to protecting patient privacy:

• Visitors must follow staff instructions related to patient care and privacy at all times.
• Photography, video, or audio recording is not allowed without permission in private and confidential areas.

Patient Health Concerns

If you are concerned about the status of your loved one’s health, talk to their nurse about the best way to get updates. Call 650-573-2222 and asked to be transferred to the nursing unit. Please note that we follow all privacy laws to protect our patients, so what they can share may vary.

Behavior Expectations

We are committed to a safe and respectful environment for all. Visitors must follow hospital behavior expectations at all times. Disruptive, threatening, or unsafe behavior may result in removal or restricted visitation.

When You Arrive at the Hospital

For the safety of our patients and staff, everyone entering the hospital must go through a security screening:

• Each person will be checked with a metal detecting wand.
• If needed, our security staff will search purses, tote bags, lunch boxes, backpacks, etc. when people enter the building for anything dangerous or could be used as a weapon.
  • Please follow all instructions from security staff.
  • Items that are not allowed include: any type of firearm, replica firearm, knife, box cutter, screwdriver, scissors, sap, club, pepper spray, mace, taser, cigarette lighter, and fireworks.

Once inside the hospital, please check-in at the Welcome Desk:

• Greeters, who wear grey vests and white shirts, are available to help you with directions to the nursing unit and answer questions.
• Masks are available upon request at the entrances.

While You Are Visiting

• Please stay in authorized areas only.
• Follow all unit-specific guidelines when required by staff, some of which is highlighted below. 

Please let a staff member know if you have any questions or concerns during your visit.

 

PATIENTS IN ISOLATION

Before entering the patient’s room:

• Wear all required PPE (personal protective equipment)
• Perform hand hygiene as directed by staff

No children under age 2 may visit droplet, airborne, or novel isolation rooms.

EMERGENCY DEPARTMENT WAITING AREA

Only one (1) family member or caregiver is allowed to accompany the patient. Please stay at least three (3) feet away from others while you wait.

SPACE IS LIMITED—if maximum room capacity is reached, non-patients may be asked to wait outside or in their car to ensure there are enough seats for incoming patients. We thank you for your understanding.

Exceptions include:

• A parent or guardian of a minor.
• A caregiver accompanying a patient who requires physical assistance and/or continuous care.

INPATIENT VISITORS: ICU & 2AB

VISITING HOURS: 
ICU
Open to visitors 24/7. 
Quiet hours: 9 pm to 7:30 am (Visitation may be limited during this time to support patient rest.)
2AB
Monday – Friday: 10AM to 8PM 
Saturday – Sunday: 10AM to 4PM

TO SPEAK TO A PATIENT BY PHONE:
ICU: (650) 573-2360
2A: (650) 573-2455
2AB: (650) 573-2375

CHILDREN VISITING:

• ICU: No children under the age of 12
• 2AB: Children must stay with a guardian and follow all infection control precautions

INPATIENT VISITORS: 3AB & Psychiatric Emergency Services (PES)

For the most accurate information and to avoid delays, please schedule your visit in advance by calling:

3AB - (650) 573-3787
PES - (650) 573-2662

Visitation can change at any time based on patient condition, care needs, safety, or staff direction. Visitors who do not follow safety guidelines will be asked to leave.

UNIT GUIDELINES:

• Your belongings will be kept in a secure storage area before you enter the unit.
• All visitors must be aged 18 or older.

SKILLED NURSING VISITORS: 1A

VISITING HOURS:
Monday – Friday, 10AM to 8PM 
Saturday – Sunday, 10AM to 4PM

Scheduling your visit in advance helps our staff be prepared and available to help when you arrive. If you would like to schedule your visit or speak to a patient, please call (650) 573-3678. 

UNIT GUIDELINES:

• A maximum of two (2) visitors per resident at one time. Exceptions must be approved by nursing in advance.
• Masks are recommended and will be provided if necessary.
• Sign in on the visitation log (print name, phone number, and time of visit)
• You will go through a screening of symptoms and temperature check. Once you have completed the screening, you will be directed to the designated area for visitation. If weather permits, outdoor visitation (e.g. Patio) can be available.

More information can be found HERE.

Skilled Nursing Visiting Rules (handouts):
1A SNF Visitation Guidelines, April 2026

PATIENT SUPPORT

We understand the importance of staying connected and how that contributes to our loved one’s healing. To stay connected with your loved one while they are with us at San Mateo Medical Center, we have support on-site for you and your family. 

For questions, call the Patient Experience Team at (650) 573-3731.

 

VIDEO VISITS
We encourage you to use FaceTime or other video platforms to stay connected with your loved one. If the patient does not have a device—smart phones and tablets are available on the units. Just ask the Nursing Staff for support with this.

SPIRITUAL CARE
We are here for you and your loved one in these times of emotional stress. Upon arrival, our Spiritual Care Team will call within 24-72 hours of admission to welcome the patient and discuss ways we can assist. 

NOTES FOR PATIENTS
If you wish to send your loved one a note or a photo that can be posted in their room, we will make sure it gets to them. Please send the photo or note as an email to HS_SMMC_PatientExperience@smcgov.org with your contact information along with the patient’s name.

ITEM DROP OFF
Personal items and food drop-offs are welcome. The Patient Experience Team are present at the Main and 39th Avenue Entrances and can receive any items you drop off. 

Monday – Friday: 6 AM – 8 PM
Saturday – Sunday: 7:30 AM – 4 PM 

To ensure we get the item to your loved one, you will need to complete a drop off item ticket with our staff who receives the item. Items may not be dropped off at our Emergency Entrance. Thank you in advance for your cooperation.

Special instructions for 1A Patients and Families only: 1A staff are able to pick up items dropped off by friends and family at the entrances at 11:45AM and 4:30PM every day. Please be mindful of this time-frame
when dropping off items.