Child & Adolescent Patient Treatment FAQs

Confused? Have a question? We’re here to help!

Deciding on inpatient treatment for your child is oftentimes a difficult but necessary decision. Our goal at Peninsula Behavioral Health is to help you feel educated about your options and comfortable with your child’s treatment plan.

Here we’ve collected some of the most frequently asked questions by the parents of our child and adolescent patients. If your question is not answered below, please call the main Peninsula Behavioral Health line at 865-970-9800 or 800-526-8215.

How do I get information about my child?

If you’d like to check in on your child and get updates on their progress, you can 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. We will return your call as quickly as possible.

Can I call my child? Can other family members call?

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.

Patient Phone Use Guidelines:

• The therapist will create a list of approved contacts in partnership with the guardian.
• A staff member will dial the phone number and the phone call will be monitored 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.

What is the program structure at the facility?

The children and teens at Peninsula Behavioral Health participate in structured group programs facilitated by our staff. During these programs, we encourage patients to provide constructive feedback to one another in order to address conflicts as they arise. Peer influence is essential at this stage of development, so it’s helpful for patients to hear supportive and specific feedback from their group mates – through comprehensive involvement and directions from staff.

Will my child receive regular schooling during their stay?

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.

What kind of digital media is available to patients during their stay?

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.

What if I need to relay a family 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.

How do I request access to my child’s medical 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.

Can I smoke on your campus?

No, there is no smoking on our campus. 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, smoking is prohibited. Vaping and e-cigarettes are also prohibited.

How do I voice a complaint or concern about the care my child is receiving?

Your concerns are important to us. Peninsula Hospital staff would like the 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 service at all times.

If you or a representative (for example, a family member) are unhappy with the care you are receiving at Peninsula, we encourage you to bring it up with an available staff member. Our staff will do everything possible to resolve the complaint as quickly as possible.

If you have any questions about the complaint process, please notify a staff member so they may direct your question to the appropriate personnel.

If we are unable to resolve your complaint quickly or to your satisfaction, you will be asked to complete a grievance form. You can also fill out a grievance form to request for your concern to be investigated further. A staff member will help you in completing this form to make sure all needed information is gathered. 

You may request a copy of this form for your records. The grievance form will be sent to your patient advocate, who has the responsibility for investigating and addressing grievances. After the investigation, you will receive a written summary of the outcome. Our goal is to complete all grievance investigations within seven (7) calendar days.

Please be aware that you (or your representative) may contact your insurance carrier or an outside advocacy agency at any time 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
  877-287-0010
• Tennessee Department of Mental Health and Developmental Disabilities
  800-560-5767
• The Joint Commission, the accrediting body for healthcare organizations
  800-994-6610

Helpful Information for Parents and Families

Frequently Asked Questions

How You Can Help with Your Child’s Treatment

Resources Regarding Hospitalization

Your Child’s Treatment Team

Visitation Information

What to Bring with Your Child