Emanate Health Queen of the Valley: Contact & Patient Info

When should you use the ER?

Emanate Health directs people to emergency care when an illness or injury is life-threatening or could cause serious disability. Examples can include:

• Chest pain or suspected heart attack
• Possible stroke symptoms
• Severe breathing problems
• Major trauma
• Serious burns
• Severe bleeding
• Serious head injury
• Loss of consciousness
• Seizures
• Severe abdominal pain
• Serious pediatric illness or injury

Pediatric emergency care

Queen of the Valley’s Emergency Department is listed by Emanate Health as approved by Los Angeles County as a pediatric ER facility. This is useful for families because not every community emergency department carries that designation.

ER triage

Emergency patients are not simply treated in arrival order. Staff assess the severity of each patient’s condition and prioritize people with the most urgent medical needs.

What can be included in an ER bill?

• Hospital emergency-facility services
• Emergency physician professional services
• Laboratory testing
• X-rays, CT scans, ultrasound or MRI
• Medications
• Medical supplies
• Procedures
• Specialty consultations
• Observation services
• Inpatient admission if required
• Anesthesia or surgery when medically necessary

Queen of the Valley price estimator

Emanate Health provides a specific hospital-bill estimator for Queen of the Valley. It uses information such as the expected hospital service, insurance, deductible, copay and coinsurance.

The hospital warns that an estimate is not a guarantee because the final diagnosis, complications and services ordered can change the actual bill.

Chargemaster / standard charges

Queen of the Valley also publishes a machine-readable hospital chargemaster. The chargemaster is a large list of potentially billable hospital items; it is not intended to predict an individual patient’s final out-of-pocket responsibility.

Emanate Health notes that Queen of the Valley and Inter-Community Hospital currently share the same pricing file.

Patient Liaison availability

Emanate Health’s Patient Liaison team provides personalized help during weekday business hours. The service can:

• Help locate a doctor
• Connect patients with specialty care
• Help arrange same-day appointments
• Explain how to access Emanate Health services
• Help navigate Medicare, Medi-Cal and Covered California resources
• Connect families with pediatric after-hours care

After-Hours Pediatric Care Clinic

For children age 17 and younger with non-life-threatening needs, Emanate Health operates a walk-in after-hours pediatric clinic near the hospital:

1135 S. Sunset Ave., Suite 401, West Covina, CA 91790
Phone: 626-231-0418

Special maternity services

• 24-hour onsite obstetrician
• 24-hour onsite anesthesiologist
• High-risk pregnancy care
• Maternal-fetal medicine specialists
• Level IIIB neonatal intensive care
• Skin-to-skin bonding after vaginal delivery
• Skin-to-skin bonding after cesarean delivery when medically appropriate
• Mother-and-baby care together from delivery through discharge
• Breastfeeding support
• Maternity tours and education

Maternity tour

Queen of the Valley offers free in-person maternity tours. Current tours are limited in size and allow the expectant mother plus one support person age 16 or older.

Maternity tour information: 626-825-7949

Current maternity visitor rules

• Labor & Delivery: two support persons under the current hospital visitor policy.
• Mother-Baby Care Unit: normal hospital visiting-hour schedule applies.
• NICU: current system policy allows one parent at a time.

How to request radiology images

Patients can obtain a copy of radiology images and reports from Queen of the Valley’s Radiology/Imaging department. Emanate Health currently lists CD-request hours as Monday–Friday, 9 a.m.–2 p.m..

For medical-record or imaging-record assistance: 626-814-2440, Monday–Friday, 8 a.m.–4 p.m.

Queen of the Valley provides inpatient and outpatient rehabilitation services, including:

• Physical therapy
• Occupational therapy
• Speech and language therapy
• Gait and mobility training
• Swallowing evaluation and therapy
• Cognitive retraining
• Community-reintegration activities
• Assistive technology
• Neuromuscular electrical stimulation
• Adaptive-equipment assessment
• Brain-injury rehabilitation

Queen of the Valley’s Acute Rehabilitation Unit also has onsite access to services such as cardiology, clinical nutrition, gastroenterology, neuropsychology, wound care, respiratory care, laboratory and imaging.

Emanate Health Cancer Center’s West Covina location is in the Medical Pavilion at:

1115A S. Sunset Ave., West Covina, CA 91790

Current cancer specialists listed by Emanate Health include:

• Naveed Khan, MD — Oncology / hematology-oncology
• Michelle El-Hajjaoui, DO — Hematology-oncology
• Paul Hanona, MD — Hematology-oncology
• Edward Jung, MD — Radiation oncology
• Siamak Saadat, MD — Hematology-oncology; Queen of the Valley-affiliated
• Thomas F. Reynolds, MD — Medical oncology; Queen of the Valley-affiliated

Cancer services include oncology consultation, hematology, radiation treatment, infusion and supportive-care services.

Emergency Department parking — free

Free main-entrance valet

Queen of the Valley currently offers free valet parking Monday–Friday from 8:30 a.m.–4:30 p.m. at the hospital main entrance.

Parking questions: call Queen of the Valley at 626-962-4011.

Visitor age

The current general policy says visitors should be 16 years or older, with exceptions for situations including pediatrics, disability-related caregiver needs and end-of-life circumstances.

Do not visit if sick

Visitors with fever, runny nose, cough, diarrhea or other contagious symptoms should use phone or virtual communication rather than entering the hospital.

Emanate Health participates with a range of commercial and government plans, but participation varies between hospitals, physician groups and individual insurance products.

The adjacent Emanate Health Care Center currently lists major coverage including:

• Aetna
• Anthem Blue Cross
• Blue Shield
• Cigna
• First Health PPO
• Health Net
• Humana ChoiceCare
• Lakeside Medical Group / Regal
• Medicare Part B
• Medi-Cal

Patient Liaisons can also help patients navigate Medicare, Medi-Cal and Covered California questions at 626-858-8577.

Emanate Health offers financial assistance for eligible low-income, uninsured and underinsured patients receiving medically necessary care.

Financial counselors can help with

• Financial-assistance applications
• Charity-care eligibility
• Medi-Cal
• County/state health programs
• Uninsured or underinsured balances
• Payment options

Medi-Cal renewal assistance

Emanate Health also provides Medi-Cal renewal help through its Resource Centers: 626-732-8793, Monday–Friday, 8:30 a.m.–5 p.m.

Patients can receive separate charges because hospital care can involve independent physicians and professional groups.

Your hospital estimate may not include

• Emergency physician
• Surgeon
• Anesthesiologist
• Radiologist
• Pathologist
• Consulting physician
• Nurse practitioner
• Physician assistant
• Physical therapist
• Prescription-drug benefit charges

Why the chargemaster is not your final price

The hospital chargemaster shows standard hospital charges before taking into account individual insurance contracts, deductibles, copays, coinsurance, financial assistance and the exact services a patient eventually receives.

For a useful estimate, use Emanate Health’s Queen of the Valley calculator and enter your insurance and expected service information.

Mailing address

Emanate Health Queen of the Valley Hospital
Health Information Management Office
1115 S. Sunset Ave.
West Covina, CA 91790

Online patient request

Emanate Health uses Sharecare Health Data Services for online medical-record requests. Patients, legal guardians and authorized representatives can submit requests online.

Who can sign the release?

Emanate Health states that the patient, parent/legal guardian or legally authorized health-care representative must sign the authorization. Unsigned forms cannot be processed.

Records request fees

Sharecare may generate an invoice depending on the request. Emanate Health does not publish one flat records-copy fee on the current records page, so this guide does not invent a dollar amount. The Sharecare request portal shows the applicable invoice when one is generated.

The portal supports secure access to hospital-related information and is also compatible with the MHealth mobile app.

Creating an account

The self-signup form currently requires:

• First and last name
• Date of birth
• Medical record number or last four digits of Social Security number
• Email address

The current self-signup form specifies that the account creator must be 18 years or older.

Portal support

If your account is missing an email address or you cannot reset your credentials, contact:

Health Information Management: 626-814-2440
Hours: Monday–Friday, 8 a.m.–4 p.m.
Email: Emanate.Health.Patient.Portal@emanatehealth.org

Emanate Health Medical Center Specialty Pharmacy is in the Medical Arts Building next to the hospital:

1135 S. Sunset Ave., Suite 104, West Covina, CA 91790

Services include:

• Specialty medication coordination
• Prior authorization support
• Free prescription delivery
• Refill reminders
• Financial-assistance and manufacturer-program navigation
• 24/7 access to clinical pharmacists for enrolled specialty-pharmacy patients

• Save the main hospital number: 626-962-4011.
• Confirm whether your appointment is in the hospital, Care Center or Medical Pavilion.
• Confirm your doctor’s office address; hospital affiliation does not mean the office is inside the hospital.
• Confirm the physician’s current appointment availability.
• Bring a photo ID.
• Bring the insurance card.
• Bring a medication and allergy list.
• Bring outside imaging and records when requested.
• Verify insurance network participation before non-emergency care.
• For the ER, use the adjacent 1135 Medical Arts parking lot and validate the ticket inside the ER.
• For weekday daytime visits, ask about free main-entrance valet.
• Check current visitor restrictions before an ICU, NICU, maternity or pediatric visit.
• Ask Patient Financial Services about assistance before ignoring an unaffordable bill.