Emergency: call 911 or come directly
Call us
Contact
Billing & Health Records
Pay or ask about a hospital bill, request a receipt, or contact the Health Information team about copies and corrections to your medical records.
Protect your information. Use only approved St. Jude Hospital payment links and forms. Do not send card details, passwords or complete health records by ordinary email.
What do you need help with?
Billing questions are handled by Patient Accounting. Requests for medical records are handled by Health Information.
Ask about a bill
Contact Patient Accounting about charges, balances, estimates or receipts.
Request health information
Request a copy of your health information or authorise release to another person.
How to pay a hospital bill
Have your invoice or account information available. Your payment is complete only after you receive an approved receipt or confirmation.
Online payment
Status: [CONFIRM WHETHER ONLINE PAYMENT IS LIVE]
Patients may need an invoice number and other identifying information. Use only the official hospital payment page.
Pay in person
Location: [CONFIRM CASHIER OR PATIENT ACCOUNTING LOCATION]
Hours: [CONFIRM DAYS AND TIMES]
Accepted methods: [CONFIRM CASH, CARD, CHEQUE OR OTHER METHODS]
Other payment options
[CONFIRM WHETHER PAYMENT BY TELEPHONE, BANK TRANSFER, KIOSK, QR CODE OR PAYMENT LINK IS AVAILABLE.]
Include approved instructions and fraud warnings for every method offered.
What you may need
Invoice or account number · Patient’s full name · Date of birth · Contact information · Amount being paid · Payer’s name, if different from the patient · Approved payment method
[CONFIRM WHICH FIELDS ARE REQUIRED FOR EACH PAYMENT CHANNEL.]
Questions about charges or balances
Contact Patient Accounting if you need help with:
- Understanding charges on a bill
- Confirming a balance or payment
- Getting a receipt or account statement
- Correcting billing details
- Discussing insurance or third-party coverage
- Asking about an estimate before a planned service
- Reporting a payment that does not appear on your account
Patient Accounting phone: [CONFIRM NUMBER]
Email: [CONFIRM PUBLIC BILLING EMAIL]
Office hours: [CONFIRM]
Coverage and financial counselling
Tell the hospital as early as possible if you have insurance, another source of coverage or concerns about paying your bill.
Insurance documents to bring:
[CONFIRM]
Pre-authorisation requirements:
[CONFIRM]
Financial counselling:
[CONFIRM ELIGIBILITY, CONTACT AND PROCESS]
Payment plans or assistance:
[CONFIRM WHETHER AVAILABLE AND WHO APPROVES THEM]
Do not promise coverage, reduced fees or assistance until the responsible team has reviewed and confirmed it.
Receipts, refunds and payment questions
Keep your payment confirmation until the transaction appears correctly on your hospital account.
Receipt or statement
Request a replacement receipt or account statement from [CONFIRM TEAM].
Information needed: [CONFIRM].
Delivery method: [CONFIRM].
Processing time: [CONFIRM].
Refund request
[CONFIRM WHEN A REFUND MAY BE REQUESTED, APPROVAL PROCESS, DOCUMENTS, PAYMENT METHOD AND EXPECTED TIMELINE.]
Disputed or missing payment
Contact Patient Accounting with the receipt, transaction date, amount and payment reference.
[CONFIRM INVESTIGATION CONTACT AND RESPONSE TARGET.]
Request a copy of your medical records
Patients may request access to their own health information through the hospital’s approved process. Records are released only after identity, authority and any required consent have been verified.
Complete the request
State which information you need, the dates of care and how the information should be delivered.
Verify identity and authority
Provide approved identification and legal authority when requesting information for someone else.
Receive the response
Health Information will confirm any fee, processing time and secure delivery or collection arrangements.
Health information request form
Form: [ADD APPROVED REQUEST FORM OR SECURE ONLINE FORM]
Submit to: [CONFIRM SECURE EMAIL, PORTAL, POSTAL OR IN-PERSON METHOD]
Contact: [CONFIRM HEALTH INFORMATION PHONE AND EMAIL]
Office location and hours: [CONFIRM]
Choose the information you need
Examples may include:
- Discharge summary
- Clinic notes
- Laboratory results
- Radiology reports
- Medication or treatment information
- Operative or procedure reports
- Immunisation or other specified records
[CONFIRM THE RECORD TYPES AVAILABLE, WHETHER IMAGES REQUIRE A SEPARATE REQUEST, AND WHETHER SOME INFORMATION HAS SPECIAL RELEASE REQUIREMENTS.]
Requesting information for someone else
The hospital must confirm that the person requesting information is authorised to receive it.
Patient: [CONFIRM ACCEPTED IDENTIFICATION]
Parent or guardian: [CONFIRM DOCUMENTS FOR A CHILD OR DEPENDANT]
Legal representative: [CONFIRM POWER OF ATTORNEY, EXECUTOR, COURT OR OTHER REQUIREMENTS]
Deceased patient: [CONFIRM AUTHORISATION AND DOCUMENTATION]
Sending records to another provider or organisation: [CONFIRM PATIENT AUTHORISATION AND SECURE DELIVERY PROCESS]
Corrections, fees and privacy
The Health Information team can explain the correct form, documents, fees and delivery method for your request.
Request a correction
If you believe information in your record is inaccurate or incomplete, submit a correction request.
Form or process: [CONFIRM]
Evidence required: [CONFIRM]
Review and response: [CONFIRM]
A correction request does not guarantee that the original entry will be changed. [CONFIRM HOW AMENDMENTS OR PATIENT STATEMENTS ARE MANAGED.]
Fees and processing time
Copying or preparation fee: [CONFIRM]
Electronic delivery fee: [CONFIRM]
Expected processing time: [CONFIRM]
Urgent request process: [CONFIRM WHETHER AVAILABLE]
The team should confirm any fee before records are prepared.
Privacy and secure delivery
Health information is confidential. The hospital verifies identity, consent and the delivery address before release.
[CONFIRM APPROVED COLLECTION, SECURE EMAIL, PORTAL, POSTAL OR PROVIDER-TO-PROVIDER METHODS.]
Do not submit clinical records through the general website contact form.
Billing and records questions
Keep public answers clear about which team handles each request and how the patient’s identity is protected.
Can I pay a bill without an invoice number?
[CONFIRM WHETHER ANOTHER IDENTIFIER MAY BE USED AND WHICH TEAM CAN HELP.]
How do I get an estimate before treatment?
Contact [CONFIRM PATIENT ACCOUNTING OR FINANCIAL COUNSELLING TEAM]. Estimates may change if the care provided changes.
Can a family member collect my records?
[CONFIRM WRITTEN AUTHORISATION, IDENTIFICATION AND COLLECTION REQUIREMENTS.]
Can I request only part of my record?
Yes. State the service, date range and specific documents needed. [CONFIRM ANY LIMITATIONS.]
Where should legal, insurance or employer requests be sent?
[CONFIRM AUTHORISED DISCLOSURE PROCESS, CONSENT REQUIREMENTS AND CONTACT.]
Can I use this page to ask for medical advice?
No. Contact your care team about treatment questions. For urgent or life-threatening symptoms, call 911 or go to the Emergency Department.
Billing or records support
Use the contact for the service you need. Do not include card information or confidential clinical details in an ordinary email.
Patient Accounting
Payments, balances, charges, receipts, coverage and financial counselling.
Phone: [CONFIRM]
Email: [CONFIRM]
Hours: [CONFIRM]
Health Information
Copies of medical records, corrections, consent and authorised release.
Phone: [CONFIRM]
Email: [CONFIRM SECURE CONTACT]
Hours: [CONFIRM]
Page owners: Patient Accounting and Health Information · Last reviewed: [DATE] · Next review: [DATE]