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.
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 a structure or group process with all of the patients on the acute unit. 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. Often if a child has a particular problem with anger or with relating to others this will surface while in treatment. Peer influence is very persuasive with children and adolescents, so it is helpful for your child to hear supportive and specific feedback from peers – with thorough staff involvement and direction
- Your child may receive a variety of assignments or educational pamphlets about specific problems or behavioral issues. This aids in educating your child about topics that are pertinent to their recovery. The same materials are available to you at your request.
- Your child (adolescents only) may attend a basic sex education group. If you do not want your child to attend, please inform the therapist.
- The Pet Therapy Program (H.A.B.I.T.) at Peninsula Hospital bases its philosophy on the belief that the bond resulting from the interactions between humans and companion animals enriches the health and quality of life of the patient through enhancing mental and physical functioning. The affection given by companion animals is unconditional and constant. The physical stroking of animals by humans can lower blood pressure and reduce stress. Based on the premise of theses therapeutic benefits Peninsula Hospital strongly endorses this program. Your child will be encouraged to participate in this program, pending the approval of the care team, and only if your child chooses to participate. Pet allergies will be taken into consideration as this information is recorded in the chart. Concerns about the Pet Therapy program should be directed to the therapist.
- Customarily, your child will not receive school services while in the hospital. Instead, our focus is to deal with the crisis that led to your child’s hospitalization. The average time a child is with us is very short and our focus is to address the crisis and return the child as quickly and efficiently as possible to a less restrictive level of care once the crisis has been managed.
- Children on the unit often have roommates and are encouraged to interact with same sex peers as unit structure permits. Some children need additional structure, supervision and decreased stimulation in order to help keep themselves and others safe. If a child engages in harmful behavior or significantly disrupts the unit they may need to take a time out or be physically, therapeutically held until they are safe.
- 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. If necessary the content will be processed with the patients.
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 Peninsula Hospital, we encourage you (or your representative) to discuss this with an available staff member such as a Nurse, Discharge Planner, Therapist, or Program Counselor. 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 resolution process, you (or your representative) can request that a staff member notify the Peninsula Quality Management Department.
- If the complaint cannot be resolved quickly or to your satisfaction (if possible) 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 file a formal grievance by calling:
- TennCare Solutions Unit (800-878-3192) for TennCare members
- Center for Healthcare Quality (901-682-0381) for Medicare 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