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.

General Visitor Guidelines

• 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. 
• You must wear a mask or Personal Protective Equipment when required by our staff.
• Please clean your hands at the available hand hygiene stations when entering and throughout your visit.
• Help us maintain a safe and respectful environment for everyone.

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.

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 unit-specific guidelines when required by staff.
• Visitors who do not follow hospital guidelines may be asked to leave. We appreciate your cooperation in helping keep our community safe.

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. 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
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

VISITOR GUIDELINES:

• Do not visit if you are sick
• Follow all staff instructions related to safety and infection prevention
• Masks may be required based on patient condition or staff direction
• Visitors may be asked to take turns at the bedside
• 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

CHILDREN VISITING:

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

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.

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

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

INPATIENT VISITORS: 3AB

• All visitation is at the discretion of the nursing team.
• No children are allowed.

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. 

More information can be found HERE.

Skilled Nursing Visiting Rules (handouts):
Call Us Before Visiting 1A
Visiting Rules SNF 1A, November 2022

Please note that visiting rules are subject to change as needed. Please check back frequently for updates. 

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, Skype, 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. 

Healing and Encouragement Notes for Patient
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
Monday – Friday: 6 AM – 8 PM
Saturday – Sunday: 7:30 AM – 4 PM 
Personal items and food drop-offs are welcome. The Patient Experience Team are present at the Main and West Entrances and can receive any items you drop off. 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.

A team of doctors and nurses are focused on the health of your loved one. We are doing all we can to keep them comfortable and help them heal. If you are concerned about the status of their 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. We follow all privacy laws to protect our patients so what they can share may vary.