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Admitting and Registration
What types of services can you pre-register for? All scheduled surgeries, admissions and maternity services.
How long does the registration process take and what will occur? Registration normal takes 15-20 minutes. You will need to provide all of your demographic information, insurance information and sign all of the necessary admission forms that are required.
What items do I need to bring? For your protection, please do not bring jewelry or any other valuables to the hospital. We ask that you bring: Picture license/Military ID Insurance card Physicians orders/prescription/tests/referral Know your current personal information (address, phone number, social security number, etc.) Bring your co-pay or deductible Know emergency contact information Know your primary care physician information (name, address, phone number, etc)
Where should I check in for my admission or scheduled procedure? If you are scheduled for a medical or surgical procedure you should check in at the front lobby of the main hospital. If you are pregnant and in labor, you should go directly to the Women and Infants Pavilion.
What if I do not have insurance? Antelope Valley Hospital offers financial counseling and assistance to meet the changing financial situations and challenges of our patients. Antelope Valley Hospital offers discounts, charity and many other financial programs. If you are admitted to Antelope Valley Hospital, a Financial Counselor will speak with you to determine eligibility for the various programs available and will assist you with the application process. Please feel free to ask any of the registration staff for information or you can call (661) 949-5781 for additional information.
Why do I get asked the same questions each time I come to Antelope Valley Hospital? Information such as name, address, and insurance may change so we need to make sure that your information is correct and current. Having this information entered correctly ensures your tests, billing and insurance payments will be processed in the most expedient manner.
Should I bring a copy of my Advance Directive to Antelope Valley Hospital? Yes. If you have executed an advance directive, a current copy needs to be provided to the hospital. If you have questions or concerns regarding advance directives, the hospital encourages you to talk with your physician or loved ones.
Has my insurance company authorized my hospital visit? Pre-certification is a critical element for payment of services. For surgical cases, the physician's office is responsible for obtaining pre-certification. The doctor has access to the patient's medical history and indication for the procedure. It is advisable for you to do a follow-up with your doctor to ensure that this process has occurred. Failure to have a surgery, test or procedure pre-certified could result in reduced or denied benefits by the insurance carrier.
Will I have to make a payment at the time services are rendered? You will be asked to make a payment based on your insurance company's co-pay, deductible, and/or co-insurance.
How can I pay for my services? Antelope Valley Hospital accepts many forms of payment: credit cards, personal checks and cash.
Can I apply for Medi-Cal at Antelope Valley Hospital? Yes. You can go to the Cashier on the first floor of the main hospital to receive a Medi-Cal application and make an appointment to meet with one of our eligibility personnel right here at the hospital.
Should I eat or drink prior to surgery, tests or procedures? Please consult with your physician regarding medical questions. If the orders are not followed, this could result in surgery, tests or procedures being delayed or canceled.
What time should I arrive for my surgery or procedure? Please call your physician for the correct date and time to arrive fom your surgery or procedure. Please allow adequate time to park and complete your registration and check-in process.
At the Hospital
Where can I get a wheelchair when I arrive at the hospital? Wheelchairs are provided at each entrance of the hospital. If for some reason one is not available, simply ask for one at the information desk.
What do I do if I have a concern regarding safety or quality of care? If you have any concerns related to Patient Safety please call our Patient Safety Relations Line at (661) 726-6208. A representative from Performance Improvement will address your issue. If you have a concern related to your care or patient rights, please contact the Antelope Valley Hospital Patient & Guest Relations department at (661) 949-5650. While you have the option to contact these agencies as well, we would like the opportunity to address your concerns first. Los Angeles County Department of Health Services Health Facility Division 5555 Ferguson Drive, Suite 320 Commerce, CA 90022 (213) 240-8283 The Joint Commission Office of Quality Monitoring One Renaissance Boulevard Oakbrook Terrace, IL 60181 1 (800) 994-6610 Fax: (630) 792-5636 E-mail: complaint@jointcommision.org
How many beds does the Antelope Valley Hospital have? Antelope Valley Hospital is a 420-bed facility.
Is Antelope Valley Hospital an accredited hospital? Yes. The Joint Commission accredits Antelope Valley Hospital. The Joint Commission is an independent, not-for-profit organization, established over 50 years ago. A board that includes physicians, nurses, and consumers governs The Joint Commission. The Joint Commission sets the standards by which health care quality is measured in America and around the world by evaluating the quality and safety of care for more than 16,000 health care organizations. To maintain and earn accreditation, organizations must have an extensive on-site review by a team of Joint Commission health care professionals at least once every three years. The purpose of the review is to evaluate the organization's performance in areas that affect patient care. Accreditation may then be awarded based on how well the organizations meets Joint Commission standards.
What does "community-based" or "owned hospital" mean? As a community-based hospital, long-term community service is at the heart of our healthcare mission - it influences our business decisions, relationships and vision for the future. This broader mission, which places accountability to the community over individual profit, is the chief difference between investor-owned / for-profit hospital and not-for-profit hospital such as Antelope Valley Hospital. As a not-for-profit healthcare institution, the dollars generated are reinvested in the community's healthcare such as educational programs, support groups, charity care, etc. instead of benefiting any individual. Antelope Valley Hospital reinvests by purchasing innovative capital equipment, upgrading facilities, providing charity care, and underwriting losses sustained by providing certain specialty services, which qualify for little or no reimbursement.
How do I volunteer at the hospital? Volunteers are an integral part of our care team. They assist in all areas of Antelope Valley Hospital such as administrative and clinical areas, but all volunteers must first be screened, interviewed, and oriented before they begin assignments. To find out about volunteer opportunities, please call Volunteer Services at (661) 949-5105 to request an application.
When are visiting hours? Visiting Hours for all units except ICU, CCU, PCU and Mental Health are 10:00 a.m. to 8:00 p.m. Mental Health visiting hours are 5:00 p.m. - 8:00 p.m. daily. Please check with nurses in ICU, CCU and PCU for the visiting hours Visiting hours vary according to the different hospital floors. If you are a patient, or a family member or friend of a patient, ask the nurse on your floor for visiting hours. Patients need to get adequate rest, so please encourage loved ones to limit their visits. Children may visit only if supervised by an adult at all times.
Billing/Insurance
Will Antelope Valley Hospital bill my insurance? If you have any insurance, HMO/PPO, Workers Compensation, Government Payor, our Business Office will bill on your behalf provided all insurance information has been received. You will be notified by your insurance company in one of the following ways: by phone, an explanation of benefits (EOB), or a billing statement as to what your insurance company paid and/or what remaining balance is your responsibility.
What if I didn't give my insurance at the time of service? You should contact our Business Office immediately in order to prevent wrongful billing and timely filing issues. The Business Office phone number is (661) 949-5781, or you may drop off billing information at the Cashier window at the hospital.
What other bills will I receive? In addition to your bill from the hospital, you may receive bills from the Emergency Department, physicians, radiologist, anesthesiologist or other specialists. Please contact their offices directly if you have questions concerning their bills.
What if my insurance does not cover the entire cost of my care? If any portion of your account is not covered by insurance, you are required to pay the balance. You should review your Explanation of Benefits (EOB) from your insurance company. Any questions you might have regarding the payment of your bill should be directed to your insurance company. The insurance phone number for customer service will be listed on your Explanation of Benefits form.
What is a deductible, coinsurance, co-payment, share of cost? A deductible is an annual expense that you must pay before your insurance benefits can begin. Coinsurance is the portion of the total bill (usually a percentage) that is the patient's responsibility to pay. This amount can vary based on place of service or type of policy. Share of Cost is usually associated with Medi-Cal beneficiaries. Share of Cost refers to the amount of health care expenses a recipient must pay for each month before Medi-Cal eligibility begins. Share of Cost is an amount that is paid to the provider of health care services, not to the state.
What if I don't have any insurance? Antelope Valley Hospital offers a generous discount to those patients who are uninsured or underinsured. Please contact the Business Office at (661) 949-5781 or (800) 403-1857 if you are calling long distance.
Do you offer monthly payment plans? Yes. To arrange a payment plan or obtain more information, please contact the Business Office at (661) 949-5781, or if you are calling long distance we provide a toll free number (800) 403-1857.
What is the best way for me to pay my hospital bill? Make your payment at the time of service. Contact us by telephone and pay with your credit card. Antelope Valley Hospital accepts Visa, MasterCard, American Express, and Discover. Please contact the Business Office at (661) 949-5781 or (800) 403-1857 if you are calling long distance. Stop by the Cashier Window located on the first floor of the hospital and make a payment there. You can also mail a cashier's check, personal check or credit card information for payment to our office directly: Antelope Valley Hospital 1600 West Avenue J P.O. Box 7001 Lancaster, California 93539-7001
What do I do if I cannot afford to pay my hospital bill? Antelope Valley Hospital will assist in screening for any government program that you might qualify for. The hospital also offers Charity to those patients who have household income within the set poverty guidelines. Applications are available at the Cashier window, or by calling the business office at (661) 949-5781.
What are the Business Office Hours? The Cashier Window is open to assist you from 8:00 a.m. - 5:00 p.m. The Business Office phone hours are: 9:00 a.m. - 5:00 p.m. Monday through Friday

Admitting and Registration

At the Hospital

Billing/Insurance