This magazine provides patient families with need-to-know information about East Tennessee Children's Hospital. The resources featured here are available to every family that visits our facility.

1. 2019
FAMILY
RESOURCE
GUIDE

2. W
elcome to East Tennessee
Children’s Hospital. We are
honored you chose us to care
for your child. We know that you want the
best care for your child, and we take that
responsibility very seriously.
At Children’s Hospital, we know that
children aren’t just small adults. That’s
why our pediatric-trained specialists and
clinical staff use equipment specially
designed for growing bodies. We also
know that family is essential to helping
a child receive the best care. Our family-
centered approach to treating your child
ensures siblings, parents and caregivers
all receive much-needed support.
Hospital visits and stays can be stressful
for the entire family. To help relieve
some of that anxiety, we’ve created
Inside Children’s Hospital.
This guide will tell you more about
Children’s Hospital and the programs
and services available to you.
Nothing is more important to you
than your child. And at Children’s Hospital,
your child is just as important to us.
Every day, we strive to do the very best
for our patients—and for their families.
You and your child are the reason we are
here—the reason we do what we do every
day. Thank you for the privilege of caring
for your child.
KEITH GOODWIN
President and CEO
Dear visitor,
Keith Goodwin
with Ayden,
age 7
2 Inside Children’s Hospital

3. insideFamily resource guide....................6
Campus map..................................9
Television guide............................15
Patient rights & responsibilities....20
Pediatric hospitalists....................27
Inside Children’s Hospital is a publication
of the Marketing Department at
East Tennessee Children’s Hospital.
Editor: Leandra Wilkins
Designer: Leandra Wilkins
Cover photo: Arturo, age 6, by Neil Crosby
Additional photography by Neil Crosby
and Michael Dayah
Find us on:
3

4. 4
ON THE COVER:
Arturo, age 6, was treated
for Neuroblastoma, a type
of childhood cancer that
attacks the whole body.
Since completing treatment,
he has become an ambassdor
for East Tennessee Children’s
Hospital, bringing hope and
laughter to other children
like him.
Learn more about our East Tennessee Children’s Hospital
ambassadors at www.etch.com/story-gallery.

5. Free legal services are now available to patients and families treated at East Tennessee
Children’s Hospital.
If you need legal advice, help with legal documents, or full representation in a courtroom,
attorney Alex Brinson is here to help.
• Housing issues
• Education resources
• Benefits
• Family law
• Any other legal or societal issues that have an effect on a child’s health
Contact Alex Brinson today by dialing 8774 from any hospital phone,
or email abrinson@etch.com.
Receive FREE legal help with:
Free legal services for families
Attorney Alex Brinson
5

6. PATIENT
SATISFACTION
Should you have any concerns
while at the hospital, please
contact our Office of Patient
Experience at (865) 541-8586 or
(865) 541-8724 calling from
outside the hospital and by
dialing 8586 or 8724 calling from
any phone inside the hospital.
If you have any comments or
suggestions about the care you
received or the work of any
hospital employee, please fill out
a comment or suggestion card.
Comment/suggestion boxes have
been placed throughout the
hospital, Medical Office Building
and Koppel Plaza for your
convenience.
PATIENT- AND FAMILY-
CENTERED CARE
Children’s Hospital views
the family as a child’s main
source of strength and
support. Our health care
professionals recognize and
value the important role
families play in the health
and well-being of infants,
children, adolescents and
family members of all ages.
Inside Children’s Hospital6

7. We encourage you to keep family and friends updated on
your child’s condition. We understand this may include
photographs or videos of the patient at Children’s Hospital.
However, for security and privacy reasons, please do not
take photos or recordings of:
• Procedures
• Other patients, without permission of the patient and
family
• Areas in the hospital with patient information
• Children’s Hospital employees or providers, without
permission of the Children’s Hospital staff
@EastTennesseeChildrensHospital @EastTnChildrens
Connect with us
Photography and Video Policy
PHOTOGRAPHY
AND VIDEO
We encourage you to keep
family and friends updated on
your child’s condition. We
understand this may include
photographs or videos of the
patient while inside Children’s
Hospital. However, for security
and privacy concerns, we do
not permit families to take
photos or recordings of
procedures, other patients,
areas in the hospital with
patient information, and
Children’s Hospital employees
or providers without permission
of the Children’s Hospital staff.
BILLING
At Children’s Hospital, no child
is turned away because of a
family’s ability to pay or the type
of insurance they have. Your
claim is filed with your insurance
company after discharge.
Call our business office at
(865) 541-8187, Monday
through Friday, 8:30 a.m. to
4:30 p.m., if you have questions
regarding your account or your
insurance coverage.
PASTORAL CARE
Our chaplains are available 24
hours a day to provide spiritual and
emotional support and to consult
on ethical issues. You can ask your
nurse to contact or have a hospital
switchboard operator page the
chaplain at your request. The
hospital chapel is located on the
first floor and is always open.
TOBACCO-FREE
ENVIRONMENT
Children’s Hospital is committed
to providing a healthy environment
for our patients, families, visitors,
physicians and staff. As a result,
our medical center campus is
a completely tobacco-free and
smoke-free, both indoors and
outdoors. This includes the use of
chewing tobacco and e-cigarettes.
IDENTIFICATION
(ID) BAND
When your child is admitted to
the hospital an ID band is
placed on his or her wrist. The
band provides identification
and assures care is given safely.
Please keep your child’s ID band
on at all times. Treatment cannot
be provided without it.
CARE COORDINATION
The care coordinators at East
Tennessee Children’s Hospital are
an important part of your health
care team. Thisteamofspecialists
includes social workers, case
managers, and patient navigators
who will talk with you to find out
more about yourchild’sandfamily’s
needs and offer support. This
could include help with things such
astransportation,rehabilitation,
clothing, housing, emotional
support and making decisions.
To contact the Care Coordination
team, call 8457 from any phone
inside the hospital. Outside of the
hospital, call (865) 541-8457.
7
Julia,
age 4
with her dad

8. EMERGENCY DEPARTMENT
• Open 24 hours a day.
• Only 2 people may be in the exam and
treatment areas, including family.
• 2 passes will be issued at check-in.
PEDIATRIC INTENSIVE CARE
UNIT (PICU)
• Visiting hours are 7:15 a.m. to 6:45 p.m.
and 7:15 p.m. to 6:45 a.m.
• Only 4 people may be in the room at
a time, including family.
• Only 1 parent may sleep at the bedside.
• Visitors must be at least 3 years old.
NEONATAL INTENSIVE CARE
UNIT (NICU)
• Visiting hours are 8 a.m. to 6:45 p.m.
and 7:30 to 10 p.m. every day.
• Only 4 people may be in the room at
a time, including family.
• Visitors must be at least 16 years old.
8 Inside Children’s Hospital
Log on to see your child’s:
• Appointments• Prescriptions• Visit history• Lab and test results
• Discharge information
• Billing information
All visiting hours are subject to change,
based on our patients’ individual
treatment and comfort needs, house-
wide infection prevention and control,
or security concerns.

9. PARKING
helpful
numbers
Dial from any
hospital phone.
Information desk
Switchboard operator
Cafeteria menu
Lost and found
Care Coordination
Child Life
Pastoral Care
Patient Experience
Legal Aid
Housekeeping
Security
8109
0
8643
8000
8457
8909
8476
8724, 8586
2145
8599
8479
SECOND, THIRD, AND FOURTH
FLOORS
• Parents or caregivers are encouraged
to stay 24 hours a day.
• Visiting hours are 8 a.m. to 10 p.m.
every day.
• Visitors younger than age 14
must be with an adult.
After hours (between 10 p.m. and 8 a.m.):
• Only 2 people may stay at the bedside.
• Those staying must be age 18 or older.
• If the patient is sharing a room, only
1 person may stay at the bedside.
• Security will hand out family passes
to those who are spending the night.
This happens between 6 p.m. and 9 p.m.
each day.
9

10. PAIN MANAGEMENT
We take your child’s pain
seriously and believe you and
your child are the best source
of information about the pain
your child is experiencing. As
a result, you or your child may
be asked to use pain scales to
show how much pain your child
is having. Knowing the level of
your child’s pain helps us to treat
it. Children’s Hospital’s Pain and
Palliative Care team may be of
additional assistance. Ask your
nurse for more details.
Inside Children’s Hospital10
Lost a personal item on our campus?
Call the hospital switchboard at (865) 541-8000.
You must provide a detailed description of the item to claim it.
Articles not claimed within six weeks will be disposed of or donated.
LOST AND FOUND
PLAYROOMS
We know that children enjoy
getting out of their rooms.
There are playrooms, available
24 hours a day, on all three
inpatient floors to allow
children to do this. Child Life
staff provide activities and
materials, appropriate for your
child’s level of development
and medical condition, in each
room. If your child is unable to
visit the playroom, please have
your nurse contact the Child Life
department. We ask that all
children be supervised by an
adult while in our playrooms.
LATEX ALLERGIES
Many people at the hospital
have an allergy to latex. Latex
balloons also pose a choking
hazard for children. For these
reasons no latex balloons can be
brought into the hospital. Mylar
balloons are acceptable. The
Children’s Hospital Gift Shop has
a selection of mylar balloons.
Jenayah, age 7
and Julianna, age 9

11. ISOLATION PRECAUTIONS
Children are placed in isolation
for a number of reasons.
To inform people of the isolation,
a sign will be placed on the door
of your child’s room. It is
simply a way to protect your
child, and others, from the
spread of infection.
WHEN TO WASH
• When arriving at your child’s room.
• Before touching your child.
• Before feeding your child. Have your child
wash their hands too.
• Before eating.
• After changing a diaper or helping your child in
the bathroom.
• After blowing your nose or touching your nose
or mouth.
• After helping your child blow his or her nose.
INFECTION CONTROL
Patients are frequently treated
at Children’s Hospital with
contagious diseases. Our staff
wants you and your child to stay
as healthy as possible while you
are with us. To make sure this
happens:
• Please do not visit in
other patient’s rooms.
This protects you and the
other patients.
• Wash your hands
Hand hygiene is the single most
important procedure that prevents
the spread of infection. Feel
comfortable asking your doctors,
nurses or healthcare workers if
they have washed their hands.
ENVIRONMENTAL
SERVICES
A member of the hospital’s
housekeeping staff cleans your
room daily. If you have a
housekeeping need, please
contact your nurse.
11

12. HOSPITAL
REFRIGERATORS
We welcome you to use the
family refrigerators on the
Second, Third and Fourth floors
and in the Pediatric Intensive
Care Unit waiting area of the
hospital during your child’s stay
here. However, please note that
due to food safety guidelines,
cooked foods brought from
home or from a restaurant to the
hospital for yourself, family or
child may be kept for only up to
24 hours. Cooked foods must be
labeled with the patient’s name,
room number and the date the
food was placed in the
refrigerator. After 24 hours,
food in the refrigerators must be
thrown out.
CAR SEATS
Bring your child’s car or booster
seat to the hospital for your trip
home. Tennessee law states a
child must ride in a car or
booster seat until he is nine
years of age or 4’9” tall. If you
have any questions regarding car
seats or need a car seat, please
contact Care Coordination at
(865) 541-8457 or ask your nurse.
MEDICATIONS
Non-hospital medications and
medical equipment can only be
brought to the hospital at the
direction of your doctor. Patients
and families are not allowed to
administer their own
medications while in the hospital.
Only medications prescribed by
your child’s doctor and recorded
in the medical record may be
given.
RAPID RESPONSE TEAM
If you are concerned about a
significant change in your child’s
condition, notify your nurse
immediately. Describe the change
in your child’s condition and why
you are concerned. If you feel
your child needs additional help,
call the Rapid Response Team:
• From a hospital/room
phone, dial 8911.
• Tell them who you are
and that your child needs
to be seen by the rapid
response team.
• Tell them you child’s
name, room number,
location (if not in the
room) and why you are
concerned.
SECURITY
Security officers are on duty 24
hours a day and are committed
to the safety and security of all
patients, visitors, staff and
property of East Tennessee
Children’s Hospital. Contact your
nurse for security issues. In an
emergency, call 4444 from any
phone inside the hospital.
CPR CLASSES
CPR is a needed skill for parents
and families. Weofferopportunities
to learn CPR at Children’s Hospital.
Classes are offered on the fifth
floor, across from the family
lounge, and the classes are free.
Please talk with your nurse about
scheduling a time.
Weekly times:
Infants up to 12 months:
• Monday,Wednesday,Friday
at1:30p.m.
• Sunday at 5 p.m.
Children 1 to 8 years
• Friday at 4 p.m.
Special needs (those with
tracheostomies, age 9 or above,
or in need of translation)
• Friday at 10:30 a.m.
If you need CPR training after
discharge, please visit
www.etch.com/healthykids.
The cost is $25 per person.
Child Life specialists help children cope with their
fears and stress while in the hospital. They do this
through age-appropriate information, play and activities.
Our Child Life staff is available from early morning until
late evening. Ask your nurse for more details.
CHILD LIFE
12 Inside Children’s Hospital

13. Why did the fish go to the doctor?
Because he was sea-sick.
GIFT SHOP
Visit our gift shop in the North Tower’s main
lobby on the first floor for plush animals and
toys, mylar balloons, personal care items,
magazines, snacks and many other items.
The gift shop also has gift baskets available
in several themes that can be delivered to
patient rooms.
All proceeds from the gift shop help purchase
medical equipment and supplies, and to fund
hospital programs. For questions or to order
a gift basket, call (865) 541-8103 or dial 8103
from any hospital phone.
Hours of operation:
• MondaythroughFriday:
9a.m.-8p.m.
• Saturday:11a.m.-5p.m.
• Sunday:12:30p.m.-5p.m.
Each month, hundreds of
women, men and teens give
of their time and love to our
patients and their families. Our
volunteers make a significant
contribution to the mission of
Children’s Hospital. If you would
like to volunteer at the hospital
contact Volunteer Services at
(865) 541-8136.
VOLUNTEER SERVICES
Molly (left)
and Angel,
2018
VolunTeens
13
Why did the spaceman get a
time-out?
Because he was astronaut-y.
What did one plate say to the
other plate?
Dinner is on me.
How do
you get a
tissue to
dance?
Put a little
boogie in it.
Laughteris the best medicine.

14. Inside Children’s Hospital14

15. MOVIE CHANNELS
CHANNEL RATING
70.1 Movie Schedule
71.1 - 74.1 G
75.1 - 79.1 PG
80 - 83.1 PG-13
87.1 The San Diego Zoo
EN ESPANOL
Canals 84.1, 85.1, 86.1
DVD PLAYER INSTRUCTIONS
To access the DVD player use your Nurse Call remote.
Press 133 on your remote to access the DVD channel.
Then press the “DVD” button to control the DVD player.
To get back to TV channels press “TV” then either use
channel UP/DOWN buttons or press numbers buttons
to correspond with channel number desired.
WI-FI CONNECTION
Children’s Hospital offers free wi-fi connection for
patients and families.
For internet access contact your nurse.
CHANNEL STATION
9.1 WKOP-HD (PBS)
11.1 WKNX
12.1 WVLT-HD (CBS)
13.1 WBIR-HD (NBC)
14.1 WTNZ-HD
15.1 WATE-HD (ABC)
18.1 WBXX-HD (WBN)
19.1 SEC-HD
20.1 Cartoon Network
22.1 History Channel
26.1 Syfy Channel
32.1 Bravo
33.1 E!
36.1 AMC
41.1 FSSE
42.1 NBC Sports
45.1 ESPN
46.1 ESPN2
CHANNEL STATION
48.1 Fox News
49.1 CNN
50.1 Headline News (CNN)
51.1 MSNBC
52.1 CNBC
53.1 The Weather Channel
54.1 USA
55.1 TNT
56.1 TBS
57.1 A&E
58.1 HGTV
59.1 Food Network
60.1 Lifetime
63.1 Disney
64.1 Nickelodeon
66.1 Discovery
TELEVISION AND MOVIE CHANNELS
~
Bryan, age 13
15

16. CafeteriaThe cafeteria is located on the ground floor of the North Tower and offers
a wide selection of items including a salad bar, hot entrees, made-to-order
grill specialties and pre-made items.
Clayton Cafe
The Clayton Café is located on the
South Tower’s second floor.
Enjoy craft coffee, tea and smoothies,
as well as soup and hot sandwiches.
Hours of operation:
Monday through Friday: 6 a.m. - 4 p.m.
VENDING MACHINES
Vending machines are available on the
ground floor across from the cafeteria.
ATM
An ATM is located on the first floor of the
North Tower near the main lobby.
Inside Children’s Hospital
View our menu:
www.etch.com/menu
Decker, age 2
16
Weekends and holidays:
Breakfast 7-10 a.m.
Lunch 11:15 a.m. - 1:30 p.m.
Dinner 5:30 - 7 p.m.
Hours of operation:
Weekdays:
Breakfast 6 – 10 a.m.
Grill 6 - 10:30 a.m.
Lunch 11:15 a.m. - 1:30 p.m.
Salad bar: 11:15 a.m. - 2 p.m.
Grill: 11:15 a.m. - 2:30 p.m.
Dinner 5:30-7 p.m.

17. Aladdin’s Grill & Pizza
1723 Cumberland Ave. (0.4 mi)
(865) 291-0481
Brenz Pizza Company
1705 Cumberland Ave. (0.5 mi)
(865) 525-2882
Chipotle Mexican Grill
1701 Cumberland Ave. (0.4 mi)
(865) 525-0585
Cook Out
2135 Cumberland Ave. (0.12 mi)
(865) 547-0011
Copper Cellar
7315 Kingston Pike (0.3 mi)
(865) 673-3422
Domino’s Pizza
2104 Cumberland Ave. (0.2 mi)
(865) 673-3030
Jason’s Deli
2120 Cumberland Ave. (0.15 mi)
(865) 247-5222
Jimmy John’s
1903 Cumberland Ave. (0.14 mi)
(865) 637-1414
Hibachi Factory
1815 Cumberland Ave. (0.3 mi)
(865) 521-6555
House of Dragon
1907 Cumberland Ave. (0.14 mi)
(865) 546-2565
Mellow Mushroom
2109 Cumberland Ave. (0.10 mi)
(865) 687-4766
McDonald’s
1720 Cumberland Ave. (0.4 mi)
(865) 537-4148
Moe’s Southwest Grill
1800 Cumberland Ave. (0.22 mi)
(865) 637-2700
Niro’s Gyros
1823 Cumberland Ave. (0.18 mi)
(865) 546-5868
Noodles and Company
1700 Cumberland Ave. (0.32 mi)
(865) 540-1655
Oscar’s Italian Restaurant
1840 Cumberland Ave. (0.26 mi)
(865) 292-0063
Papa John’s Pizza
1819 Lake Ave. (0.3 mi)
(865) 522-7272
Panera Bread
2000 Cumberland Ave. (0.12 mi)
(865) 524-2253
Stefano’s Pizza
1937 Cumberland Ave. (0.09 mi)
(865) 522-4151
Subway
2104 Cumberland Ave. (0.2 mi)
(865) 522-4146
Sunspot Restaurant
2200 Cumberland Ave. (0.17 mi)
(865) 637-4663
Tropical Smoothie Cafe
2012 Cumberland Ave (0.1 mi)
(865) 312-9470
Victor’s Taco Shop
2121 Cumberland Ave. (0.13 mi)
(865) 633-0330
Zaxby’s
2024 Cumberland Ave. (0.17 mi)
(865) 545-4416
Restaurants
& Carry-out
Within walking distance of Children’s Hospital
17

18. Policy Statement
Title VI, Civil Rights Act of 1964
Section 504, Rehabilitation Act of 1973
Section 1557, Affordable Care Act
East Tennessee Children’s Hospital Association Inc.
(“Children’s Hospital”) complies with the provisions
of the Civil Rights Act of 1964 and the Rehabilitation
Act of 1973, Section 1557 of the Affordable Care Act
and all requirements imposed pursuant thereto. No
person shall, on the grounds of race, color, religion,
national origin, age, sex, gender identity, limited
English proficiency, or physical or mental disability, be
excluded from participation in, be denied benefits of,
or otherwise be subjected to discrimination in the
provision of any care or service.
Our commitment includes (but is not limited to) the
following:
1. Inpatient and outpatient care is provided on a
nondiscriminatory basis. All patients receive care
without regard to race, color, religion, national
origin, age, sex, gender identity, limited English
proficiency, or physical or mental disability.
2. All patients are assigned to rooms, floors, and the
like without regard to race, color, religion, national
origin, age, sex, gender identity, limited English
proficiency, or physical or mental disability.
3. Patients will not be asked if they are willing or
desire to share a room with a person based on
race, color, religion, national origin, age, sex, gender
identity, limited English proficiency, or physical or
mental disability.
4. Employees are assigned to patient services without
regard to the race, color, religion, national origin, age,
sex, gender identity, limited English proficiency, or
physical or mental disability of either the patient,
parent/guardian or the employee.
5. Staff privileges will not be denied to qualified
personnel on the basis of race, color, religion,
national origin, age, sex, gender identity, limited
English proficiency, or physical or mental disability.
Inside Children’s Hospital18
Everyone is welcome.
Learn more about our inclusion resources at www.etch.com/diversity.

19. 9. We provide free language services to people
whose primary language is not English, such as
qualified interpreters and information written in
other languages. If you need interpretive services,
please notify any staff member or the Care
Coordination department at (865) 541-8457.
10. The nondiscriminatory policy of the institution
applies to patients, parents/guardians, physicians
and all responsible employees. Under no
circumstances will the application of this policy result
in the segregation or resegregation of buildings,
wings, floors, or rooms for the reasons of race, color,
religion, national origin, age, sex, gender identity,
limited English proficiency, or physical or mental
disability.
6. All facilities of this institution will be utilized without
regard to race, color, religion, national origin, age, sex,
gender identity, limited English proficiency, or physical or
mental disability.
7. Transferofpatientsfromtheroomsassignedand/or
selectedwillnotbemadebasedonrace,color, religion,
nationalorigin,age,sex,genderidentity,limitedEnglish
proficiency,orphysicalormentaldisability.Anypatient
mayrequesttochangetheroomassignedand/orselected
providedthattheroomrequestedisreadilyavailable.
8. We provide free aids and services to people with
disabilities to communicate effectively with us,
including qualified sign language interpreters. If you
need interpretive services, please notify any staff
member or the Care Coordination department at
(865) 541-8457.
19
Questions/concerns?
You may contact our Office of Patient Experience at (865) 541-8724 or (865) 541-8586. If you still have concerns
after speaking with us, you may contact the agencies listed below. If you believe that Children’s Hospital has failed
to provide required services or discriminated in another way on the basis of race, color, religion, national origin,
age, sex, gender identity, limited English proficiency, or physical or mental disability, you can file a grievance with
the Office of Patient Experience, Children’s Hospital, 2018 Clinch Avenue, Knoxville, TN 37916, (865) 541-8724 or
fax (865) 541-8778 or email at tvandyk@etch.com. You can file a grievance in person, by mail, by fax, or by email.
You may also contact and/or file a grievance with:
The Tennessee Department of Health
Office of Civil Rights ompliance
Bureau of Licensure and Regulation
665 Mainstream Drive, Second Floor
Nashville, TN 37243
This information is provided in compliance with
Section 1557 of the Affordable Care Act.
Office of Civil Rights
U.S. Department of Health and Human Services
200 Independence Avenue, SW
Room 509F, HHH Building
Washington, D.C. 20201
(800) 868-1019 | (800) 537-7697 (TDD)

20. Patient and Family Rights and Responsibilities
We care about the rights of all of our patients and families.
Rights
We know that it is a privilege to care for your child.
To make sure that you and your child get the best
care, we will:
• Tell you and your child what is going on in a way
both you and your child understand.
• Provide interpretive services if you need them.
• Tell you and your child who we are, what job we
do, and what role we play in your child’s care.
• Listen to you and your child.
• Work as a team with you and your child.
• Encourage you and your child to help create a plan
of care that is best for him/her.
• Make you and your child feel at ease. Please talk
to us about any concerns, fears, or complaints you
may have.
• Provide a safe environment that is free from
neglect, harm, and abuse.
• Try to make your child feel better if he/she hurts
or is uncomfortable.
• Encourage your family and friends to be with you.
• Support your freedom to observe and celebrate
special traditions.
• Respect any request for more information, to
refuse care, or to get a second opinion.
• Protect your and your child’s privacy and personal
health information.
• Prohibit discrimination based on age, race,
ethnicity, religion, culture, language, physical
or mental disability, socioeconomic status,
sex, sexual orientation, and gender identity or
expression.
Responsibilities
We want to do all we can to help your child feel
better, but we need your help. Please:
• Tell us true and complete information about
your child’s health, symptoms, and any medicine
he/she takes.
• Work with our doctors, nurses, and care team to
plan the best care for your child.
• Tell us if you do not understand the care plan,
diagnosis, or treatment.
• Follow the care plan that you and the care team
have agreed upon.
• Give only the medicine the doctor says your
child should have.
• Tell us if you have any concerns about your or
your child’s safety.
• Talk to us about your family’s needs, worries,
and concerns.
• Ask questions to help us keep you informed.
• Tell us your ideas about how we can meet you
and your child’s needs.
• Respect the privacy and the rights of other
patients, families and staff.
• Help other patients rest by keeping noise at a
level that can be heard only inside your room.
• Bring your child’s favorite toy or blanket, but
leave your other valued items at home.
• Follow Children’s Hospital policies involving
visiting, use of tobacco products, alcohol, illegal
drugs, weapons and firearms.
• Keep track of your personal items and take them
with you when you go home.
Questions/Concerns? You may contact our office of Patient Experience: (865) 541-8724 or (865) 541-8586.
If you still have concerns after speaking with us, you may contact:
Tennessee Department of Health
Division of Health Care Facilities
Centralized Complaint Intake Unit
665 Mainstream Drive, Second Floor
Nashville, TN 37243
Phone: 1-877-287-0010
Office of Quality and Patient Safety
The Joint Commission
One Renaissance Blvd.
Oakbrook Terrace, IL 60181
Fax: 630-792-5636
Email: complaint@jointcommission.org
Inside Children’s Hospital20

21. Our Core Values
Respect
Weuseourdiversestrengthsinmeetingourmission.
Wearecompassionatetotheconcernsandneedsofeveryone.
Wecommunicateopenlyandsensitively.
Welistentounderstandandadjustourbehavioraccordingly.
Excellence
Wesetthehigheststandardstodeliverqualitypatientcare.
Wearedeterminedtoachieveresults.
Weconstantlyimprovebybeingagile,flexibleandinnovative.
Teamwork
Wecollaboratewithoneanother,ourpatients,theirfamilies
andthecommunity.
Wearewillingtoquestionandbequestioned.
Weareencouragingandinclusive.
Wemanagesolutionstoconflictfairlyanddiplomatically.
Integrity
We are honest and trustworthy.
We are responsible stewards of all our resources.
We do what we say we will do.
We take responsibility for our actions and outcomes.
Enthusiasm
We possess an optimistic outlook even in times of change.
We demonstrate our ability to enjoy and have fun at work.
We are committed to being selfless servants.
21

22. Inside Children’s Hospital22
East Tennessee Children’s Hospital focuses
on providing family-centered care.
That’s why we encourage you to
SPEAK UPabout your child’s health care.
S P E A K U PSpeak up
if you have
questions
or concerns
about your
child’s care.
Pay
attention
to the care
treatment
and
medicines
your child
is given.
Remind
staff to
check
your child’s
armband.
Educate
yourself
about
your
child’s
illness.
Ask your
caregivers
if they
have
washed
their
hands.
Know
what
medications
your
child takes
and why.
Use a health
facility
that has
nationally-
recognized
quality
and safety
standards.
East
Tennessee
Children’s
Hospital
is proudly
accredited
by the Joint
Commission
and
Solutions
for Patient
Safety.
Participate
in all
decisions
about your
child’s
treatment.
www.etch.com
You and your
child are the
center of the
health care
team. Joint Commission:
www.jointcommission.com

23. Elijah, age 7,
with nurse Casey

24. Patient Safety
Be an active member in your child’s health care team
and SPEAK UP if you have any questions or concerns.
24

25. Bedside Reporting
Happens every day when our nursing staff changes shifts.
Nurses will meet with you in your child’s room so you can:
• Meet the oncoming nurse
• Listen to the nurse handoff report
• Ask questions about your child’s care
How can you
participate?
Listen. You are an important
part of the health care team.
We want to make sure you have
complete and timely information
about your child’s care.
Speak up. If you have
questions or concerns about
anything you have heard, the
nurse bedside shift report is the
perfect time to ask. If needed, the
nurse coming on duty may come
back after bedside shift report to
spend more time discussing your
concerns.
Join us at the bedside
Consider these questions...Was there
anything the
nurses said that
was confusing?
Do you have
any concerns
about your
child?
What are your
goals for your
child in the next
12 hours?
25

26. What is a pediatric hospitalist?
Pediatric hospitalists are doctors who devote their practice to caring for children who are hospitalized. The
hospitalists at East Tennessee Children’s Hospital are board-certified pediatricians. They take care of patients
who have been referred to the hospital by primary care doctors, emergency department physicians and other
subspecialty physicians. Hospitalists do not follow patients after they have been discharged from the hospital.
Why is a hospitalist caring for my child?
Your child’s primary care physician or subspecialists may request a hospitalist be in charge of your child’s care
during a hospital stay. This gives you the benefit of having your child cared for by a physician whose entire
focus is caring for your hospitalized child or adolescent.
What is the relationship between the hospitalist and my child’s primary care physician?
The two groups work together. Your primary care physician provides information about your child’s medical
history and the current illness to the hospitalist. The hospitalists notify your primary care physician of your
child’s admission and discharge from the hospital and provide a detailed report of the treatment plan. Your
child’s pediatrician can visit your child and discuss care with the hospitalist anytime during the hospital stay. At
discharge, your child will be returned to the care of your primary care physician.
Our team consists of physicians, residents,
physician assistants and nurse practitioners.
Physicians: We have 19 physicians who see patients. A physician will see your child each day to direct the
treatment plan and will be available overnight to handle and problems with your child’s care.
Residents: We provide hospital-based pediatric education for family practice residents from the University of
Tennessee. Working under a physician’s direct supervision, a resident may be assigned to assist in the care of
your child.
Physician Assistants and Nurse Practitioners: Working under the supervision of the hospitalist, they may see
your child daily to help with your child’s care.
What if my child needs another specialist while in the hospital?
Consultations with other doctors are sometimes necessary while your child is in the hospital. Arrangements for
this can be made through the hospitalist service. If your child is already under the care of a Children’s Hospital
specialist, please let us know so we can inform him or her of your child’s admission to the hospital.
How to contact us
If you would like to speak with a hospitalist while your child is in the hospital,
just ask a nurse to page one of our doctors.
Inside Children’s Hospital26

27. Pediatric Hospitalists
at East Tennessee Children’s Hospital
Cathryn Angel, MD Julia Arana, MD Michael Blake, MD Yolanda Chen, MD Shannon Cohen, MD
Heather Edgley, MD Kristin Farr, MD Charalene Green, MD Priya Gyani, MD Christina Han, MD
Deann Holbrook, MD Joni Oberlin, MD Lisa Padgett, MD Jeanann Pardue, MD Amit Patel, MD
Marymer Perales, MD Kristen Sheets, MD Cassandra Susman, MD AlariceTan-Jauregui, MD
27

28. We provide interpretive services.
Stay connected.
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and for all the latest hospital news.