Here you will find the answers to some of our most frequently asked questions (FAQs) by parents of our child and adolescent patients not found elsewhere on the website.
How do I get information about my child?
Please call the main Peninsula Behavioral Health phone at (865) 970-9800 or 800-526-8215 to leave a message for your child’s therapist, discharge planner, nurse, or Psychiatrist. Every effort is made to get back to you in a timely manner. We understand that family members love and are concerned for your child. However, due to the large volume of calls, we ask that only custodial guardians call the hospital to leave a message. Phone calls to the unit to speak with the patient are not permitted. Clinical information will be shared through the therapist.
Patients may make one phone call to a listed contact daily.
- The therapist will create the list in conjunction with the guardian.
- The staff member will dial the phone number and the phone call will be monitored by that staff on speaker phone.
- Phone calls are 5 minutes long.
- If a patient refuses their phone call, the nurse will be alerted and will contact the appropriate party to update them of the refusal.
In Case of Emergency
If you are calling to relay a family emergency, please call the main hospital line at: 865-970-9800 or 800-526-8215 and state that this is an emergency and the call center will assist you.
Release of Records
Many parents request that the medical record be sent to the child’s doctor, therapist, or attorney after the child leaves the hospital. Complete details about obtaining your child’s medical records is available here.
- Staff will facilitate structured programming that includes all patients. This means that patients are encouraged (with staff assistance) to provide feedback to one another and are expected to address conflicts as they arise on the unit. Peer influence is very persuasive with children and adolescents, so it is helpful for patients to hear supportive and specific feedback from peers – with thorough staff involvement and direction
- School services are not provided in the hospital. Instead, our focus is to deal with the crisis that led to the hospitalization. The average length of stay is fairly short and the focus is to address the crisis and return the patient to a less restrictive level of care.
- Clinical staff screens each movie, video game or other digital entertainment for appropriateness and therapeutic and educational value. Occasionally, one of these items may portray language or situations that are not condoned by our facility, but are not significant enough to detract from its intention.
Can I smoke on your campus?
No. All Peninsula locations are tobacco free. Peninsula is dedicated to providing a clean, safe environment for our patients. In order to promote health and wellness within our facilities, and because of the fire and health hazards of smoking, we offer a tobacco-free campus. Vaping and e-cigarettes are also prohibited.
How do I voice a complaint or concern about the care my child is receiving?
- Peninsula Hospital staff would like an opportunity to resolve your complaint as soon as something becomes a concern to you. It is our goal to provide quality patient care and excellent customer satisfaction at all times.
- If you or your representative (for example, a family member) are unhappy with the care you are receiving (or received) at PBH, we encourage you (or your representative) to discuss this with an available staff member. The staff will do everything possible to resolve the complaint as soon as possible.
- If you (or your representative) have any questions about the complaint process, please notify a staff member so they may direct your question to the appropriate personnel.
- If the complaint cannot be resolved quickly or to your satisfaction or if you want your concern to be investigated further, then you (or your representative) will be asked to complete a grievance form. A staff member will assist you in completing this form to make sure all needed information is gathered. You (or your representative) will receive a copy of this form if requested. The grievance form will be sent to the patient advocate, who has the responsibility for investigating and addressing grievances. The grievance will be investigated and you (or your representative) will be provided with a written summary of the outcome of the investigation. It is our goal to complete all grievance investigations within seven (7) calendar days.
- Please be aware that you (or your representative) may at any time contact your insurance carrier or an outside advocacy agency if you are still not satisfied
- You can also file a formal grievance by contacting one of the agencies below.
- TennCare Solutions Unit (800-878-3192) for TennCare members
- Tennessee Department of Health, Bureau of Health Licensure and Regulation
- Tennessee Department of Mental Health and Developmental Disabilities
- The Joint Commission, the accrediting body for healthcare organizations