Frequently Asked Questions About San Jose Behavioral Health

Please note that there is no visitation during the initial assessment period. Please call before visiting newly admitted patients. Visitors must have the privacy code and be at least 18 years old and may be asked for identification or a driver’s license to verify their age. Two visitors per patient are allowed in the visitation area. Additional family and friends may wait in the lobby.  

Visiting hours are as follows: 

Sunday 

Adult patients: 2-3 p.m. and 7-8 p.m.
Adolescent patients: 3-4 p.m. and 8-9 p.m.  

Tuesday and Thursday 

Adult patients: 7-8 p.m.
Adolescent patients: 8-9 p.m. 

We recognize the importance of family support. Each unit has a community phone that patients are able to use. We ask that patients limit calls to 10-15 minutes to allow all patients the opportunity to connect with their support systems.

Please review the Contraband List for more information about what to leave at home before receiving treatment. 

The privacy code is the last three digits of a patient’s identification number. This ID number is assigned by the facility. We use this system to ensure that we are complying with HIPAA regulations and maintaining our patients’ protected health information (PHI). The patient must provide this number to anyone they wish to be able to receive phone calls from. A phone/visitation authorization form is provided during the admissions process. Staff may give the code to individuals who are listed on the form. 

For adolescent patients, this number is given to parents and legal guardians upon admission. Privacy codes are provided during the admissions process, and information involving privacy codes is available in the San Jose Behavioral Health Handbook. Please note that staff is not able to confirm or deny patients’ presence or transfer incoming calls without the privacy code, and having a privacy code does not automatically permit staff to share information regarding a patient’s treatment status.  

The release of information (ROI) document legally allows staff to share information regarding patient treatment, status, and discharge. This document also allows for the release of medical records upon discharge. Each patient is allowed to determine which information they choose to release. A patient may request the ROI form from any staff member.  

Patient medical records are confidential and shall not be released, nor the information contained therein disclosed, except in accordance with legal requirements and San Jose Behavioral Health. Although the information contained within the medical record belongs to the patient, patient medical records are the property of San Jose Behavioral Health. Patient medical records are maintained in accordance with legal, accrediting, and regulatory requirements. 

Requesting your medical records is quick and easy. Follow these steps to request your medical records: 

• Print, fill out, and sign the authorization form. 
• Submit the form by: 
• Fax: (669) 234-5957 
• Email: sjbhrecords@acadiahealthcare.com 
• Mail: San Jose Behavioral Health, Attn: Health Information Management   
  455 Silicon Valley Blvd., San Jose, CA 95138 
• Drop off in person: 455 Silicon Valley Blvd., San Jose, CA 95138 

In most cases, we are able to complete requests within five business days, but it may take up to 14 business days. The following are some of the various parts of a medical record that someone might request:  

• Discharge summary 
• Psychiatric evaluation 
• History and physical 
• Laboratory reports 
• Consultations 

If you are the patient and someone other than you is requesting medical records, they must have documented power of attorney over your healthcare matters, be a documented guardian, or be executor of your estate. Otherwise, your permission is needed for them to request and pick up your medical records. If you are unable to pick up your medical records personally, you should complete an authorization form allowing your designated representative to pick up your medical records. 

In accordance with California law, you may be charged for copies of medical records. No fee is assigned for medical records sent to other healthcare facilities or to law enforcement agencies. Fees start at $0.25 per page. Copies of medical records are complimentary for San Jose Behavioral Health patients.  

If it has been more than 14 days and you have not received your records, check your email spam folder if you requested medical records via email. You can also review the authorization form to ensure that the “release to” information is correct.  

For more information, you can contact the Medical Record/Health Information Management Department at (669) 234-5959, ext. 733. 

A request could be declined for the following reasons:  

• A copy of a government-issued photo ID was not provided. 
• The authorization is incomplete; for example, there is no signature or date. 
• The authorization has expired. 
• You did not submit proof that you are the patient’s legal representative or legal guardian. 

You can contact the Medical Record/Health Information Management Department for more information at (669) 234-5959, ext. 733.