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A Family Guide
Your
Inpatient
Stay at
All
Children’s
Hospital
Main Phone Number: 727-898-7451
Or Toll-Free: 1-800-456-4543
All Children’s is a Smoke-Free Campus
Some Safety Tips
We ID for Patient Safety
Checking a patient’s ID helps us provide the right care to the right patient. We will look at your
child’s armband to check name, date of birth and medical record number. It’s OK to ask our staff
if they have checked your child’s armband, and be sure to tell us if the armband falls off.
Please Bring Your Child's HOME MEDICATIONS With You
Please bring all of the medications your child takes at home with you to the
hospital. This helps us continue those medications during your child's stay
and coordinate what your child will need when he or she is ready go home.
It's best to bring all of the medications with you so that we can see the
labels, but if that's not possible please make a list that includes: Medication Name:
Form it comes in: (example: liquid or tablets)
How much do you give? (example: 2 tsp)
Strength of the medicine: (example: amoxicillin 400 mg/5mL)
How often you give it (example: twice a day)
Route: (example: by mouth)
If you didn't have a chance to bring these with you, please ask a relative
if they can bring the medicine or create a list for you.
All Children's now has a free smart phone app called "All Children's Hospital
Pocket Doc" that lets you keep track of all of your child's medication.
Download it on your phone or web browser and check it out!
Scan here to download
Pocket Doc
Scrub A Dub Dub : Our Helpful H and Hygiene Video
Watch Scrub A Dub Dub, our award-winning hip-hop hand
hygiene video, to learn about the importance of hand
hygiene in preventing the spread of infection. Go
to the movie theater icon on GetWell Town and
look under “Health and Safety”….you’ll find
Scrub A Dub Dub in the Safety category.
You can also watch it by looking up
All Children’s Hospital on YouTube.
Welcome
A Message from the
Family Advisory Council
T
here are times when the hospital is the only place you and your child can
receive the care you need. We hope this guide will help you during your
stay by providing you with information about the facilities, routines and
policies at All Children’s and the many resources that are available to you. On some
of these pages we’ve included advice from parents who have been there—often
many times—-to guide you through your medical journey and ease your path.
We wish you healing.
Sincerely,
The All Children’s Hospital Family Advisory Council
The Family Advisory Council was established in 2008. It brings together patients,
parents and caregivers to look at ways to continue to improve the All Children’s experience. For more information, please contact: [email protected].
Have a
Safe Stay
W
e need your help to keep our
environment safe. If you have any
safety concerns, you can talk to your
child’s nurse or call our SAFETY HOTLINE
AT EXT. 78894 (or 727-767-8894). For more
safety tips, please see pages 16 and 17.
Everyday Safety
l Crib rails must be up at all times. Side
rails on beds should be up when your
child is sleeping or on medication.
l Make sure children do not climb on
furniture in patient rooms or in other areas.
l IV poles are not safe for children to ride on.
l Candles and appliances such as curling irons,
coffee pots and fans are not permitted.
l Frequent handwashing (or using hand
sanitizing gels) is the best way to prevent
the spread of infection (see page 7).
l Don’t leave valuables (purses,
laptops, cell phones) unattended.
Emergency Procedures
If there is an emergency in your room,
use the call button to get help.
If there is an emergency in the hospital,
like a fire alarm, STAY IN YOUR ROOM
WITH YOUR CHILD. A hospital staff
member will tell you if you need to leave.
Emergency Evacuation maps are located on all
floors. USE THE STAIRS during an emergency
evacuation. Do not use the elevators.
Call Security for a R ide
or for a Security Concern
Please call ext. 73300 or 727-767-3300
to reach our Security officers.
Table of Contents
The Basics. . . . . . . . . . . . . . . . . 2–5
Family-Centered Care
Family Presence
Visiting Policy & Hours
An Important Word About
Our Patient Directory
Badges
Food & Families
Cafeteria, Patient Meals/Snacks
& Room Service, Guest Trays,
Breastfeeding Moms, Coffee,
If Your Patient is NPO
Gift Shop
Retail Pharmacy
Parking
After-Hours Entrance to the Hospital
Information Desk
Ronald McDonald House
Phones
Computers, WiFi & CarePages
Privacy
U.S. Mail
ATM/Banking
Nearby Shopping
Smoke-Free Campus
No Fragrances, Flowers or Latex Balloons
Your Room & Other
Special Places . . . . . . . . . . . . 6–8
Your Hospital Room
Hand Hygiene
About Appliances & Electrical Outlets
Playrooms
Children’s Auditorium
Rooftop Terrace
Family Resource Center
Family Lounges
Chapel & Reflection Garden
Your Healthcare Team . . . . 9–12
What is a Teaching Hospital?
More About Doctors
More About Nurses & The Care Team
Where’s The Nursing Station?
Health Unit Coordinator
Other Members of the Clinical Care Team
Acute Care Rehab Team
IV Team
Pain Team
Skin Care Team
Asking Questions: Learning
About Your Child’s Care
Support for Families . . . . . 13–14
Patient & Family Care Coordination
Integrated Care Management
Child Life Department
Music Therapy
Patient Academic Services
Family Representatives
Pastoral Care
Interpreter Services
Support for Breastfeeding Mothers
Financial Questions
& Medical Records. . . . . . . . . . 15
Financial Questions
Getting Medical Records
Safety. . . . . . . . . . . . . . . . . . . 16–17
Hand Hygiene
Infection Control
Preventing Infections—You Can Help!
Help Us Keep Your Child Safe
CPR Classes
Child Passenger Safety
Safety Hotline
Patient Bill of Rights
& Responsibilities . . . . . . . 18–19
1
The Basics :
Family-Centered Care
We are committed to family-centered care and
we try to do the following:
l Place the patient and family
at the center of care
l Work to keep the family together
as a unit during a hospital stay
l Encourage the family’s participation
in decisions about care
l Promote the safety of patients,
families, visitors and staff
l Create a healing environment through
attention to psychosocial, environmental
and complementary therapies
Family Presence
Parents and guardians aren’t visitors. You
are a vital part of your child’s care team and
you can be with your child any time of the
day or night. You will receive a special badge
so you can have access 24 hours a day.
With parental consent, grandparents can
be with the patient 24 hours a day.
Visiting Policy & Hours
For other family members and friends, visiting hours are usually 9 a.m. to 9 p.m.
Some Patient Care Units have special
rules about visiting—ask your nurse
or Health Unit Coordinator.
Please remind all visitors to stay home if they
have a cold or fever or if they have been exposed
to someone with a cold, the flu, or an illness
like chicken pox. This protects your child’s
health and the health of all our patients!
2
A n Important
Word A bout Our
Patient Directory
As part of the admitting process, your
child’s name is listed in the computerized
Patient Directory. Our phone operators
may use this Directory to transfer calls
to your child’s room (NICU rooms do not
have phones). Our Information Desk staff
use the Directory to give your child’s room
number to visitors who ask for a pass.
Please be aware: If you choose not to
have your child’s name listed in the
Patient Directory, our phone operators
and Information Desk staff will not
be able to tell relatives or friends that
your child is a patient here. They will
not be able to transfer phone calls to you or
send visitors to your child’s room or care
unit (unless you yourself have talked to that
person to give them the room number).
Please see the Admitting Department (1st floor)
if you want to make a change to your decision
about being included in the Patient Directory.
Badges
Parents, guardians and grandparents (with
parental permission) are given special badges.
Other visitors must get a new visitor pass
each day from the Information Desk on the
1st floor or the Information Desk on the
2nd floor of the Outpatient Care Center.
Food & Families
Cafeteria/Dining Room, ext. 73019
The All Children’s Cafeteria serves food from
7 a.m. to 12:30 a.m. It has indoor seating
plus an outdoor dining area (non-smoking).
The Dining Room sells pizza, rotisserie
chicken and other hot meals to go. There
are vending machines near the Dining Room
exit that are available 24 hours a day.
Meals for Patients: Room
Service, ext. 73663
Patients can order from the Room Service
menu between 7 a.m. and 11 p.m. There
are lots of great snacks and meals to choose
from, plus ICEE drinks and milkshakes.
Guest Trays
“Guest Tray” meals are available for family members
and other guests of patients and are delivered to
the patient’s room. You can purchase Guest Tray
meal tickets in the cafeteria or you can pay using
your credit/debit card when you order. The cost
is $5 for lunch and $6 for dinner. Call ext. 73663
to order the Guest Tray meal. Guest Trays are
available between 7 a.m. and 11 p.m. daily.
Coffee
Coffee is sold in the cafeteria, which is open 7 a.m.
to 12:30 a.m. every day. The Outpatient Care Center
Café (OCC 2nd floor) sells coffee from 7:30 a.m. to
4 p.m. Late at night, when the cafeteria is closed,
coffee is still available near the back entrance
to the cafeteria, near the vending machines.
If Your Patient is NPO
“NPO” means no food or beverages. NPO
patients may be more comfortable when parents/
visitors don’t have food or drink in the room.
Aiden’s favorite thing to eat
in the Hospital is “Cheerios &
Dream.” That means Cheerios
and Rice Dream (a non-dairy
beverage). A liver transplant
recipient with many food
allergies, Aiden can’t have
dairy or soy products.
When he’s hospitalized
the Dietary Staff
meets his
special needs.
Advice from Families,
for Families
If your child doesn’t seem to have
an appetite you may not feel
comfortable encouraging them to
eat. The Room Service menu has
kid-friendly choices that can be more
appealing than a traditional meal.
Patients can order snacks or meals
from the Room Service menu
throughout the day and evening, so
they can eat when they’re hungry
instead of on a regular schedule.
Things like milkshakes and ICEEs,
pizza, tacos, spaghetti and mac-andcheese are available. Encourage
your child to try something. If that
works, your child may be able to
eat a little more the next time.
Gift Shop
Ronald McDonald House
The Gift Shop on the 1st floor sells toys, foil
balloons, books, magazines, merchandise
with the All Children’s logo and other
items. Proceeds benefit All Children’s.
Ronald McDonald House is a “home away from
home” for out of town families whose children need
inpatient or outpatient care. There are three Ronald
McDonald Houses at All Children’s Hospital. All
three houses are smoke-free and alcohol-free.
R etail Pharmacy
The Retail Pharmacy on the first floor can
fill prescriptions your child will need after
leaving the hospital. It also sells non-prescription
medicines like Tylenol or Motrin and other
items. Call or stop by to see if they are on your
insurance plan. Phone: ext. 78933 or 767-8933.
Parking
The Family & Visitor Parking Garage is connected to the Outpatient Care Center and the
Hospital by overhead walkways. The address
for the garage is 651 5th Street South.
Valet parking is available at the main entrance of the
hospital from 5:30 a.m. to 5 p.m. for a small fee.
A fter-Hours
Entrance to the Hospital
The main lobby of the hospital closes at 9 p.m.
After 9 p.m., parents can enter the hospital
through the Family & Visitor Parking garage. You
can enter the Outpatient Care Center from the
2nd floor of the garage and then continue to the
hospital. You will need to display your parent
badge before the entry door from the garage
to the Outpatient Care Center will open.
Information Desk
There are Information Desks located in the
main lobby of the Hospital (1st floor) and on
the 2nd floor of the Outpatient Care Center
(you’ll see it if you use the walkway).
Ronald McDonald House East &
Ronald McDonald House West
The East and West houses have private bedrooms with
bathrooms. One bedroom is available per family, with
up to four people in a room. Families share common
areas that include a kitchen, dining room, living
room, recreation room, patio and playground. All
families help with the upkeep of the house by doing
a daily chore. Some meals are provided and basic
pantry items are available. Families are responsible for
their personal laundry and cleaning of their bedroom
at checkout. All Children’s Hospital security vans
provide service between the houses and the hospital.
A room request may be made up to 30 days
in advance. Confirmation is required the
day of arrival. Check in is daily from 10
a.m. to 9 p.m. (8 p.m. at West House).
Ronald McDonald House Central
Ronald McDonald House Central is located on the
first floor of the Outpatient Care Center, directly
across the street from the Hospital. Every day, from
10 a.m. to 4 p.m., any family with a child in All
Children’s Hospital can use the computers, television
and laundry facilities and enjoy snacks. Rooms for
showers and/or naps are available on a first come,
first serve basis. They cannot be reserved by phone.
There are also 14 bedrooms in McDonald House
Central for families with children in the intensive
care units. Check in is from 10 a.m. to 8 p.m.
To request a room at any of the three houses,
call ext. 77694 or 727-767-7694. A contribution of $10 per family per night is suggested.
Ronald McDonald House
East - 401 7th Ave. South
Ronald McDonald House
West - 702 8th Ave. South
Ronald McDonald House
Central - 601 5th Street South
4
Phones
If you’ve been a patient here before,
you may notice a change in our phone
system. Extensions now have five
digits. So if you’re calling another
area of the Hospital from your room,
you’ll dial a 5-digit extension.
Main phone number: 727-898-7451
Toll free: 1-800-456-4543
Thanks to a wireless distribution system
in the new hospital, most cell phones
should work from anywhere in the
building. However, a few cell phone carriers do not yet support this service.
Computers, WiFi
& CarePages
Wireless Internet access is available
throughout the Hospital. Our service set
identifier (SSID) is allkids (use lowercase
letters). Encryption is not available.
Bedside computers are for staff only. Computers
for families to use are available in some of the
Family Lounges, the Family Resource Center
(2nd floor of the Outpatient Care Center)
and in Ronald McDonald House Central
(1st floor of the Outpatient Care Center).
You can use a free service called CarePages to
create a website about your child’s progress and
then “accept” visitors to the CarePage. It’s easy
to set up. Go to www.allkids.org and click on
“CarePages” at the top of the page. Or use the parent
section of GetWell Town (and click on the tower).
Privacy
We work hard to respect your family’s privacy.
In turn, we ask you to respect the privacy of
other patients and families. Please don’t ask
our staff for information about other patients.
Families should not take pictures
or video of any other patients or any
areas where patients may be seen.
U.S. M ail
There is a mailbox in front of the hospital.
If friends and relatives want to send mail
to your child it should be addressed:
Patient’s Name & Room Number
All Children’s Hospital
501 Sixth Avenue South
St. Petersburg, FL 33701
ATM/Banking
There is an ATM located at the entrance
to the Cafeteria/Dining Room.
Nearby Shopping
There is a Publix Super Market located in the
University Village Shopping Center, 250 3rd
Street South FL 33701. The phone is 727-822-1125.
There is a CVS located at 301 3rd Street
South (across from the Publix listed
above). The phone is 767-822-7115.
Smoke-Free Campus
All Children’s is a smoke-free campus.
For the safety and health of our patients,
families, staff and visitors, smoking is
prohibited on our property. This includes
buildings, parking lots and garages.
No Fragrances, Flowers,
or L atex Balloons
Some of our patients and our staff have
allergies to perfumes, colognes, and scented
lotions. Please don’t wear fragrances when
you come to the Hospital. Flowers can cause
respiratory problems or carry infections. Please
don’t bring or send them to the hospital.
Latex balloons are a choking hazard and
are not allowed. Foil balloons, stuffed
animals and toys are good alternatives.
5
Your Room
& Other
Special Places
Your Hospital Room
Each room has zones for the
Patient, Family and Caregiver.
The Patient Zone has:
l A bed (or isolette or crib)
l The headwall and foot‑wall,
with a 42” HDTV
TV & GetWell Town
The patient’s TV is connected to GetWell
Town, a patient entertainment and educational
system. It has more than 60 games, cable TV,
on-demand movies for kids, and the Internet.
Internet access is standard, but parents can set
controls. (If you choose parental controls there
is a toggle switch to turn them on and off).
You can use GetWell Town to make some
requests (an extra blanket, for instance), rate
your experience at All Children’s, nominate
an employee for the Daisy Award (for nurses)
or for Employee of the Month (all employees, including nurses). GetWell Town aslo
provides you with education about asthma,
diabetes and other pediatric health issues.
The Family Zone has:*
l A comfortable sleep sofa
l Room for a sleep chair for a second
parent or family member
l A cabinet for personal belongings
l A small refrigerator
l A TV with cable stations
l A small safe for valuables, including
laptop computers and cell phones
*Because our NICU patients have different
needs, our NICU rooms have different features.
The Care Team Zone has:
l A bedside computer that’s just for
members of the Care Team
l A supply cabinet
l A sink
And speaking of sinks…
6
H and Hygiene
Hand hygiene (washing hands
with water or using the
alcohol-based hand rub) is
the most important way to
prevent the spread of infections. Hospital staff must wash
their hands before and after
patient contact. Family members
and visitors should do this too.
Always clean your hands:
Playrooms
There are four playrooms
to meet our patients’
different needs:
8th Floor:
This playroom is open to
all patients (with medical
clearance) and siblings. It
has a special features for young
children, but all ages are welcome.
l Before and after visits
7th Floor:
l After contact with body fluids, using
the bathroom or changing a diaper
This playroom is open to all patients
(with medical clearance) and siblings.
It has a special focus on older children
and teens, but all ages are welcome.
l After touching equipment or
removing gloves, gowns or masks
Wash your hands this way
to remove germs:
l Use warm water and soap
l Apply the soap and then scrub well for at
least 10-15 seconds to remove germs
l Be sure to scrub between fingers,
under and around nails
l Rinse hands and leave water running
l Dry hands with a clean paper towel
l Use the paper towel to turn off the water
When and how to use
alcohol-based handrub:
l You can use the handrub if your hands
are not visibly dirty (unless the nurse says
you always need to use soap and water)
Tactile Playroom-5 North
The Tactile Playrooms is reserved for CVICU
(and PICU patients) with limited mobility.
PICU Playroom (55)
For our Pediatric Intensive Care Unit Patients
Hematology-Oncology
Playroom - 7 South
This playroom in the Hematology-Oncology
Unit is limited to 7 South patients because
they are at high risk for infections.
Children’s Auditorium
l Pump some handrub onto your
hands, then rub together
The Children’s Auditorium is on the 2nd
floor. Video Bingo is broadcast from here
every week. The Auditorium also hosts Movie
Nights and special events and performances.
l Be sure to rub between fingers,
under and around nails
Rooftop Terrace
l Do not rinse the handrub off with water
A Note A bout A ppliances
& Electrical Outlets
Do not use small appliances like coffee makers,
curling irons, etc. in your child’s room. Electric
holiday decorations and candles also are not
permitted. Cell phone chargers, hairdryers and
computer equipment are OK. Be sure to use
the regular outlets and not the red outlets.
There is a Rooftop Terrace on the 2nd floor.
It’s a nice place to sit and enjoy the outdoors.
There is a small play area for patients and
siblings. (Your child’s healthcare team
needs to give the OK to visit the Terrace).
There is no smoking anywhere on the ACH
campus, including the Rooftop Terrace.
7
Family R esource Center
Library, ext. 73880
or 727-767-3880
The Family Resource Center Library is on
the 2nd floor of the Outpatient Care Center.
Patients and their families can use the Center’s
collection of books and magazines, videos/
DVDs, computers and online resources to learn
about medical topics. The Family Resource
Center Library has a professional librarian
who can help you find information and can
talk to you in a private conference room.
There are comfortable areas for
reading, using the computer stations,
and watching videos and DVDs.
Family Lounges
Each Patient Care Unit has a Family Lounge.
Ask where to find the Family Lounge for your
area. It’s a good place to visit with family
members or take a break from the bedside.
Chapel &
R eflection Garden
The chapel on the first floor provides a
welcoming environment for people of all
faiths. The chapel is open 24 hours a day.
An outdoor Reflection Garden is
located next to the chapel. Smoking
is not permitted in the Garden.
(See p. 14 for information on Pastoral Care)
Advice for Families,
from Families
Having a child in the hospital can be
very stressful. Taking care of yourself
will help you cope with stress. Try to
get enough rest and have healthy meals.
Taking a little time away from your
child’s bedside can help you “regroup.”
You may find that after a short break
you’re able to be more relaxed and
reassuring with your child. If you need
to have conversations—in person
or by phone—that may be stressful for your child, it’s best to find a
place away from your child’s room.
If you have other children here
with you at the hospital, they may
appreciate some time with you
away from the bedside, too. This
can make it easier for you to focus
just on them for a few minutes.
8
Your
Healthcare
Team
A
s a teaching hospital, All Children’s
uses a team approach to provide comprehensive care. Your
Healthcare Team may
include doctors, nurses,
respiratory therapists,
OT, PT or speech therapists,
phlebotomists (staff members who
draw blood samples) and other professionals.
Families are an important part of the team!
What is a
Teaching Hospital?
Teaching hospitals link patient care, clinical
medical education and clinical research. We
train medical school graduates in pediatric
care (these are called resident physicians) and
provide learning opportunities for medical
students. We also help train nurses, pharmacists and other child health specialists.
Teaching hospitals create an
environment that promotes:
l Availability of the newest
treatments and technology
l Shared expertise of highly trained
pediatric subspecialty physicians
l A multi-disciplinary team approach to care
Because we’re a teaching hospital, quite a few
people may come into your room to talk about
your child’s diagnosis and care. You may hear
them talk about different treatment options.
Sometimes this is because there is more than
one standard treatment, while other times the
discussion is part of the teaching method.
Patients and families can be teachers, too. You
can help the team get to know your child and
how to relate to patients and parents. You can
help them understand the life of a family with
a child who has serious illness or injury.
Advice from
experienced patients
Hi, my name is Jaclyn. I’ve been
an ACH patient since birth.
It’s very important to write down
any questions or concerns you or
your family may have during your
visit. When the doctors and Care
Team members enter your room,
sometimes their time is limited.
Writing questions and concerns
down ahead of time makes it easier
to get answers as soon possible.
Even a silly question is important!
—
Jaclyn D.
If you don’t understand something,
ask questions. Everyone is here
for you. This is All Children’s
Hospital and you are All Children.
Tell your Care Team what is going
on with you. You know your body
better than anyone else does, and
the more your Care Team knows
the more they can do to help you.
Don’t worry about grossing out your
nurse…whatever is happening, he
or she has probably seen worse.
—Mary L.
9
More A bout Doctors
The Attending Doctor is the physician in
charge of your child’s care or who performs
your child’s surgery. The attending physician
may change according to your child’s condition
or special needs. The attending doctor may be
a pediatric subspecialist, a pediatrician who
has completed years of advanced training
in a particular area of child health. If your
child is in the NICU, the attending physician
will be a neonatologist. If your child is in
the PICU or CVICU, the attending physician
may be an intensivist—a doctor whose
subspecialty is pediatric critical care.
A Hospitalist is a pediatrician who specializes
in taking care of hospitalized patients. A
hospitalist may be your child’s attending
physician, or the hospitalist may work with
several subspecialists to coordinate your
child’s inpatient care and discharge plan.
A Resident Physician (or resident) is a medical
doctor who has graduated medical school and
is completing advanced training in pediatric
care. Residents are very involved in patient care
at teaching hospitals like All Children’s. An attending physician always supervises their work.
A Fellow is a physician who has completed a
residency and is now doing advanced training
in one particular area of pediatric care. An attending physician always supervises their work.
Other people who may assist your child’s doctors:
A Medical Student is a future doctor who
learns by participating in the healthcare team
and is supervised by an attending physician.
A Physician Assistant (PA) has advanced
clinical training and may work closely with
your child’s physician. He or she can perform
some of the same tasks that doctors do.
More A bout Nurses
& the Care Team
You and your child will interact the most
with nurses during your stay. There are
different kinds of nurses who have different
10
roles, and all of them are dedicated to
your child’s needs. Please ask them any
questions you have about your child’s care.
Registered Nurse (RN) : Your child’s daily
care will be directed by a registered nurse.
The nurse is the key contact person between
you, your child and the other members of
the healthcare team. Nurses work in “shifts.”
Most of the time your child will have two
or three nurses during a 24-hour period.
Patient Care Assistant (PCA) : Patient
care assistants may check vital signs
(temperature, blood pressure & more), ask
about pain, and help with patient care.
Nurse Practitioners (ARNP or NNNP)
and Clinical Nurse Specialists : These
nurses have graduate level education and
certification. They often have an active
role in a patient’s care. Nurse practitioners
may perform some of the same functions
as physicians or physician assistants.
Charge Nurse : During each shift, the charge
nurse is the acting supervisor and is the “go
to” person on the unit for other nurses.
Department Director : Each nursing
unit has a Department Director
who oversees all nursing care.
Where’s the
Nursing Station ?
The design of our new hospital may be different
from what you’re used to. Instead of having
to go back and forth between patients and
a centralized “nursing station,” your nurse
will use the computer in your child’s room
or one of the computers in the hall close
to your child’s room. This means the nurse
will be closer to you for more of the time.
Health Unit Coordinator
As you enter your Patient Care Unit you’ll
be greeted by the Health Unit Coordinator,
who is the first contact point for visitors.
Other Members of the
Clinical Care Team
Other people who may take
part in patient care include:
Dietitian : Many children have
special nutritional needs. The
dietitian will review these needs and develop
menu plans or formulas for the patient.
Respiratory Therapist (RT) : A health
professional who helps with breathing
problems and special equipment for
breathing or lung disorders.
Pharmacist : A pharmacist may help a
patient learn how to use certain medications
(like asthma inhalers) and answer
questions about your child’s medicines.
IV Team
An IV (intravenous
needle) may be part
of your child’s care.
An IV may be used
to give medicines or
fluids. Sometimes the
IV is started in a treatment room to make the
process easier for the child and the nurse. The
nurse inserting the IV will choose the best
vein. In infants and babies, choices include
the hand, arm, foot, scalp and neck. For scalp
IVs, some hair may need to be removed. If
possible, the IV nurse will avoid using the feet
in children who are able to stand and walk.
Depending on each patient’s needs, some
additional Teams may also provide care:
Even though IVs are checked often, problems
can still occur. Tell your child’s nurse right
away if you see or feel any redness, swelling,
pain, wetness or rash near the IV site, or
if the alarm sounds on the IV pump.
Acute Care R ehab Team
Your nurse can tell you about the IV and
answer any questions.
Our Acute Care Rehabilitation (Rehab) Team
works with patients who need help with
speech and communication, motor skills,
cognitive problems after injuries, and activities
of daily living. A physician referral is needed
for these services. The Acute Care Rehab
team helps families plan for the discharge
home and can make referrals to other All
Children’s rehab centers close to home.
Team members may include:
Audiologist : A specialist who can identify
possible hearing problems and provide
follow-up if hearing devices are needed.
Occupational Therapist (OT) : A
specialist who helps patients with a range
of skills and activities of daily living.
Physical Therapist (PT) : A specialist
who helps with exercises and other physical
treatments designed to improve movement.
Speech-Language Therapist : A specialist who helps children with swallowing or
feeding problems and language development.
Pain Team
Helping kids be as comfortable as possible
while they heal is one of our most important
goals. The Pain Team works with parents
and healthcare providers to prevent and
manage a child’s pain. Team members
have different ways to evaluate your child’s
pain based on age and development.
Talk to your child’s doctor or nurse if you have
concerns about pain. The attending doctor
orders pain medicines and therapies, and
may choose to consult the Pain Management
Team. The nurse specialists on the team may
suggest additional medicines and/or techniques
like guided imagery, breathing techniques,
music and other complementary therapies.
Let the nurse, doctor or another Care
Team member know if you are interested
in complementary therapies like aromatherapy, massage, self-hypnosis, therapeutic
touch and other healing therapies.
11
Skin Care Team
Our nurses monitor your child’s skin for changes
like rashes or wounds. Sometimes illnesses,
medicines or changes in activity can cause skin
problems that may be difficult to heal. Your
child’s doctor or nurse may consult the Skin
Care Team. The Team’s nurses will discuss these
concerns and make recommendations. Talk to
your child’s doctor, nurse, or other healthcare
provider if you have questions about skin care.
A sking Questions :
Learning A bout
Your Child’s Care
Parents know their child best. We want
you to be a partner with us in caring
for your child. Please feel free to ask us
about any concerns that you may have.
You should ask your child’s nurses and
doctors any questions you have about your
child’s medical condition, treatment and
hospital experience. The Family Information
Board in your child’s room has a place to
write down questions
or messages.
Advice from Families
—for Families
As parents or guardians we are important
members of the healthcare team
because we know our children best.
You can take an active role in helping
your child get well. For example:
l If a care team member you don’t
know comes into your child’s
room, ask for an introduction.
l Be honest. Tell the Care Team everything they need to know about your
child—even if it’s something that makes
you a little uncomfortable to talk about.
l Let kids speak for themselves
when possible. We try hard to take
care of our child’s needs—but kids
should be able to answer questions
directly (and ask them, too)!
l Don’t be embarrassed or afraid to
ask for a simpler explanation of
your child’s condition. If you hear
medical words or abbreviations you don’t
understand, ask for an explanation.
l When you are worried or
sleep-deprived it can be hard to
understand or remember what
a caregiver tells you. Write down
information you’ll want to remember.
l Tell the team if your family has any
special religious, cultural, home
care and/or financial needs that will
affect the treatment plan and your
child’s care after you return home.
l If something “just doesn’t feel right,”
please speak up. You are an expert about
your child, and your concerns are important.
l The Family Resource Center Library
(located on the 2nd floor of the
Outpatient Care Center) is a good
place to learn more about specific
illnesses and child health problems.
12
Support
for Families
M
edical issues are just part of a family’s
concerns when a child is hospitalized.
We also try to help children and
families with the social and emotional concerns
that may go along with illness or hospitalization.
Many staff members at All Children’s can help,
especially when your child has a serious illness
or may be in the hospital for an extended stay.
Patient & Family Care
Coordination: Child
Life, Social Work,
Case M anagement
Our Division of Patient & Family Care
Coordination helps in many ways. Not every
family will need these services, but many
do—and we are happy to be of assistance.
Each Patient Care Unit has a Social Worker,
Case Manager and Child Life Specialist
The administrative office for Patient
& Family Care Coordination is located
on the first floor of the hospital.
Integrated Care
M anagement, ext.
74147 or 727-767-4147
The Department includes social workers
and nurse case managers who are here to
support you through your stay and to help
you prepare for discharge from the hospital.
Social workers can help you to:
l Communicate with your Care Team to
help you understand the treatment plan
l Cope with worries and fears about your
child’s illness, treatment, return to home
or school, and possible ongoing needs
l Decide how to explain your child’s condition
to siblings, relatives, friends and teachers
l Receive emotional support and resources
during grief, loss and bereavement
l Find resources in the community for
potential help with financial, psychological
and medical aspects of your child’s illness
Case Managers can help you to:
l Communicate with your Care Team
about your child’s needs during the
hospital stay and after discharge
l Communicate with health insurance
providers about your child’s care
l Plan for your child’s discharge
from the hospital
l Arrange for follow-up care that
may be needed after your child is
discharged from the hospital
Child Life Department, ext.
74323 or 727-767-4323
Child Life Specialists understand the
special needs and concerns of hospitalized
patients. They can help children to:
l Understand why they are in the hospital
and cope with fears and worries
l Use medical play to get ready for procedures
l Express feelings and questions
l Cope with pain, discomfort and stress
l Enjoy activities like Video Bingo, pet
therapy, and activities in the playrooms
or the Children’s Auditorium
l Help celebrate a child’s birthday that
occurs during your hospital stay
Music Therapy, ext.
78513 or 727-767-8513
A board-certified Music Therapist is a member
of the healthcare team who uses music to help
with relaxation, pain management and coping.
13
Patient Academic
Services, ext.
74130 or 727767-4130
The Patient Academic Services
Coordinator can help patients
with school support while they are
hospitalized. This includes homework,
school absence concerns, school plans (if the
doctor says your child will need to be out of
school for more than 3 to 4 weeks), and special
needs when the patient returns to school.
Family R epresentatives,
ext. 72110 or 727-767-2110
All Children’s Hospital Family Representatives
are here to be your advocate.
They can help with:
l Communicating concerns or requests
l Contacting hospital departments
and services on your behalf
l Discussing any other special
concerns or needs you have
l Providing extra support during
your hospital stay
Pastoral Care, ext.
74258 or 727-767-4258
A hospital stay can be a time of emotional and
spiritual distress. Our Pastoral Care program
can provide spiritual support while honoring
your family’s religious traditions. If you would
like, we can encourage a religious leader of
your choice to visit you at the hospital.
Our chaplains are on campus daily from 7 a.m.
to 7 p.m. and also are on call for emergencies.
Our chapel on the first floor is welcoming to
people of all faiths and is open 24 hours a day.
It’s a place for prayer and quiet meditation.
There is a Reflection Garden next to the chapel.
14
Talking with a chaplain
can be especially helpful
in emergencies, at a
turning point when it
may be time to reconsider
treatment options, or
with bereavement issues.
They also help families
explore medical ethics issues
with All Children’s Advisory
Committee on Human Values &
Ethics or the Institutional Review Board.
Interpreter Services, ext.
74147 or 727-767-4147
We can provide language or sign interpreter
services to you if needed, at no charge.
Interpreter services may be provided by phone.
Each care unit has a double-handset phone
that can be used to connect the caregiver
and the parent/guardian at the same time
with medical interpreters in more than 150
languages. We also can provide TDD phones.
To meet your needs, it helps us to be able to plan
in advance. Please call ext. 74147, or 727-7674147 from outside the hospital, to let us know
if someone in your family needs an interpreter.
Support for
Breastfeeding Mothers
Our BEST Program (Breastfeeding Support
& Education Team) is available to assist
you. Call ext. 78686, or 767-8686 to
learn more about BEST and the Mother’s
Milk Depot (72929 or 767-2929).
Advice from Families,
for Families
Don’t hesitate to ask for services if
you think they will meet your needs.
If you think you may need services
that are not listed here, talk to
a Family Representative.
Financial
Questions
& Medical
R ecords
Financial Questions
O
ur financial counselors are available
to answer questions about insurance
issues and hospital charges. Please
call them at ext. 74163, 78874 or 78016.
Advice from Families,
for Families
You may wind up talking to several people
at your health insurance company or
other offices. Try to write down their
names, titles and phone numbers and
the date/time of the call. You can use
the pages at the back of this book or get
a small notebook to keep with you.
If your child will have an extended
hospital stay, organizing a three-ring
binder that contain medical and insurance
information you need can be very helpful.
Don’t be afraid to ask questions!
Getting M edical R ecords
Please talk to the doctor or nurse if
you would like to discuss your child’s
medical record or protected health
information during a hospital stay.
You can visit the Health Information
(Medical Records Department) on the
first floor of the Outpatient Care
Center to request medical records.
You can also print out a request form
on our website, www.allkids.org.
The phone number for our Health
Information Management department
is ext. 74281, or 727-767-4281.
You can get a CD with copies of radiology
studies (x-ray, CT, MRI) on the day of
discharge. Go to the Radiology Department
on the Hospital’s 1st floor for this request.
15
Safety
H and Hygiene
Hand hygiene is the number one way to prevent
the spread of infections in the hospital. See page
7 for instructions on cleaning hands with soap
and water or with alcohol-based handrubs.
Infection Control
You may see a sign on the door to your
child’s room with instructions for preventing
infections. These signs tell Care Team
members, family members and visitors when
preventive measures (mask, gown and/or
gloves) may be needed. Sometimes these
items will only be needed by people who will
touch the patient or the bed, or come within
a certain distance of the patient or the bed.
If you have any questions about infection control precautions for your child,
ask your nurse for more information.
Preventing Infections
—You Can Help!
Hospital rooms can contain germs that can
cause serious infections, especially for:
l Patients with weakened immune systems
l Patients who have had surgery
l Patients with catheters or other
tubes inserted in the body
Families and patients can play an
important role in reducing the risk of
infection. Here are some tips:
Help us keep your room clean!
Just like at home, your hospital room should
look and smell clean. Our patient rooms are
cleaned daily by our Environmental Services
staff, but there are ways that you can help.
16
The places that people touch frequently are
most likely to contain germs. These “hightouch surfaces” include: bed rails, bedside
tables, IV poles, call bells, door handles,
bathroom surfaces and computer keyboards.
Our Environmental Services staff members
should put on a new pair of gloves when they
enter your room and focus on cleaning the
high-touch surfaces. You can watch to make
sure that the high-touch areas are being
cleaned. Don’t be shy—if you believe they have
missed something, please let them know!
If you have questions, call the Environmental
Services office or ask your nurse to
call. Sharing your concerns can help
ensure a clean, healthy environment.
Don’t add clutter
Limit personal items, and store them in the
cabinet for family items. This makes it easier to
clean the room. Use the safe in your room to
store valuables like laptops and cell phones.
Keep personal items off the floor and away
from waste containers. When you have items
for the trash, throw them away immediately.
Keep the over-the-bed table clean
Your over-the-bed table should be disinfected at
least once a day. The Environmental Services
staff will do this once a day, but you can clean
it with soap and water at other times. It’s a
good idea to clean the table just before a meal
is delivered. Don’t keep trash on the table.
Never use a dirty pillow
If your pillow falls on the floor or becomes
soiled, ask for a new one. You can tell your
nurse or request one through GetWell Town.
Visitors carry germs
Don’t let visitors sit on your bed or touch
your equipment—including the keyboard or
pillow speaker for GetWell Town. Ask visitors
to sanitize their hands when entering and
leaving your room. This prevents them from
bringing germs in or carrying them out.
Friends or family should not visit if they
are sick, or if in the last three days they
have had: nausea, vomiting, diarrhea, fever
(or feeling feverish), cough or a rash.
Take slippers & socks off
To keep germs from the floor from contaminating the bed, patients should remove slippers,
socks or “footies” before putting their feet on
or in the bed. (If cold feet are an issue, socks
can be worn in bed—but always put on slippers over the socks when getting out of bed).
Here are more important ways
that you can support a safe
hospital environment:
l No curling irons, coffee pots,
candles, or electric decorations
l Do not plug personal equipment (laptops,
phone chargers, etc.) into red outlets
l Do not prop doors open
l Do not coil restroom pull cords around the
handrails—they must hang free for use
l Do not tape over door latches
or closures
l Don’t use a room fan without
first getting approval from
our infection prevention,
nursing and safety staff
l Don’t use push pins or
tacks in your room--use
magnetic strips instead
l Create a scrapbook or
“treasure box” for cards
or letters to reduce clutter
Help Us Keep You and
Your Child Safe
In our hospital community, we rely on
everyone to keep their eyes and ears
alert for anything unusual. We have zero
tolerance for any kind of abuse or threats.
Some of the things to be aware of are:
l People hanging around for no obvious reason
l Anyone wandering in and out of rooms
l Anyone “checking out” cars in the garage
l Any unknown persons asking personal
and/or inappropriate questions
If you see anything out of the ordinary or
witness anyone (visitor or staff) abusing
or threatening anyone, please tell your
nurse or call Security at ext. 73300.
CPR Classes
American Heart Association “Family and Friends”
CPR classes are offered every week for family
members of any of our patients. There is “handson” teaching with an instructor. If you’d like to
find out about these free classes, ask your nurse.
Our Community Education Department
also teaches Infant & Child CPR classes. Call
ext. 74188, or 727-767-4188 for a schedule
of class times and information about fees.
Child Passenger Safety
Safety is as important as health.
Please be sure you have a child
passenger safety seat that’s right
for your child’s height and
weight. Your child will need
to be in the car seat when
it’s time to return home.
If you have questions
about proper car seat
use, call our Safe Kids
Coalition at 1-800-756-SAFE.
SAFETY HOTLINE—
ext. 78894 or 767-8894
Please call the Safety Hotline to
report a safety concern.
17
Patient Bill
of R ights and
R esponsibilities
l To receive access to medical treatment
or facilities no matter your race, sex,
creed, sexual orientation, nationality,
religion, disability, or source of payment.
l To be given, upon request and before
treatment, a reasonable estimate
of charges for health care.
A ll Children’s Health System
l To be given a copy of your bill and to have
the charges explained, upon request.
As a patient of the All Children’s
Health System, you and your
family have the right:
l A patient who is on Medicare has the right
to know, upon request and before treatment, whether the health care facility and
providers accept Medicare Assignment rates.
l To expect privacy and respect while
you receive your health care.
l To know if medical treatment is
for experimental research and to
say yes or no to the treatment.
l To always receive polite and respectful care.
l To expect timely and reasonable
answers to your questions.
l To know who is in charge of approving
and doing your procedures or treatments.
l To know the name and professional status of your caregiver.
l To be informed of rules that
apply to your conduct.
l To be educated about patient safety issues
and how to communicate concerns to staff
related to safe patient care and environment.
l To know what services are available to
help you, including an interpreter.
l To take part in decisions about
the plan of your health care.
l To have access to professionals to help you
with emotional and/or spiritual care.
l To practice your cultural values and spiritual
beliefs, as long as they do not interfere with
the well-being of others and are within
the limits of hospital policy and the law.
l To be given care that is sensitive
to one’s developmental needs.
l To take part in the discussion of
ethical matters about your care.
l To be told by your health care
provider of your condition, plan of
care, risks, benefits, and outcome.
l To talk with another doctor or specialist at
your own request and expense, or to ask for
a transfer to another health care provider,
providing it is medically acceptable and the
other provider will accept your transfer.
l To be told of medical choices
for care or treatment.
l To treatment for any emergency medical
condition that will get worse if not treated.
l To refuse treatment, except that
written by law, and to be told of
the effects of your choice.
l To expect a timely response
when you complain of pain.
l To be given complete information
and advice on the financial resources
and payment plans, upon request.
18
l To participate in decision-making
and be informed of your options
in pain management.
l To inspect and obtain a copy of your
designated record set, in accordance with
policy. A designated record set is basically
a group of records ACHS uses to make
decisions about individuals, such as the
medical records and billing records.
l To request amendment to your designated
record set in accordance with policy.
l To receive an accounting of your
medical information disclosures
in accordance with policy.
l To request restrictions concerning how
ACHS uses or disclose your medical
information in accordance with policy.
l To request that ACHS communicate
with you about medical matters in
a certain way or at a certain location in accordance with policy.
l To receive a copy of the ACHS
Notice of Privacy Practices.
l To discuss advance directives and/or
appoint a surrogate to make health care
decisions on your behalf to the extent
permitted by law for adult patients.
You and your family are
responsible for:
l Giving true and complete information
about your present and past health.
l Telling your doctor or other health
care provider when you are in pain
and if your pain is being relieved.
l Asking questions when you do not understand what you have been told about the
your care or what you are expected to do.
l Responding timely to requests
for release information.
l Not photographing, videotaping,
or audio-taping patients or other
individuals while at the Hospital,
except for your family members.
We ask and expect you to let us know of
any concerns by communicating them
verbally to a member of our staff for
informal resolution. Alternatively, you may
contact the Risk Management Department
(727-767-8575 or call toll free at 1-800456-4543) to initiate the Hospital’s formal
grievance process. If you believe we
have not been able to adequately address
your concerns, you may contact The
Agency For Health Care Administration,
Consumer Assistance Unit by calling
1-888-419-3456 or write 2727 Mahan Drive,
Bldg. 1, Tallahassee, FL 32317-4000.
l Telling your doctor or other healthcare
provider of any change in your health.
l Telling your doctor or other healthcare
provider if you understand your plan
of care and what is expected of you.
l Following the plan of care to
which you and your doctor or other
healthcare provider have agreed.
l Keeping appointments and, if you
cannot, telling the right person.
l Being responsible for your actions if
you refuse treatment or do not follow
the plan of care you and your doctor or
other healthcare provider agree to.
l Paying your medical bills.
l Being considerate of the rights of
others and following the rules.
19
Notes :
20
Notes :
21
Notes :
22
Your Guide
To Patient
Care Units
5 North: Heart Center & CVICU
(Cardiovascular
Intensive Care Unit)
5 South: PICU (Pediatric
Intensive Care Unit)
6 North: All Children’s Hospital
Guild NICU (Neonatal
Intensive Care
Unit)—NICU C
6 South: All Children’s Hospital
Guild NICU (Neonatal
Intensive Care Unit)
—NICU A & B
7 North: Surgery & Neuroscience
7 South: Vincent Lecavalier
Pediatric Cancer
& Blood Disorders Center
8 North: Pediatric Medicine
8 South: Pediatric Medicine
Helpful
Phone Numbers
From a Hospital phone, dial
the 5-digit extension listed here
From outside the hospital,
dial the 7-digit number (plus
the area code if you’re calling
from outside Pinellas County)
Toll-Free from outside Pinellas
County, dial 1-800‑456‑4543 and
ask for the extension you need
Security & Transport. . ext. 73300
Safety Hotline . . . . . . . ext. 78894
Retail Pharmacy . . . . . ext. 78933
Cafeteria Hours &
Daily Menu . . . . . . . . . ext. 73019
Interpreter Requests. . ext. 74147
Main Hospital
Operator . . . . . . . . 727-898-7451
4th Ave S
4th St.S.
changes to
two-way
Rehabilitation Center
BAT Business & Technology Center
EPG Employee Parking Garage
RMHW Ronald McDonald House West
CRI
JDS
RMHW
RMHE
7th Ave S
CDRC
9th Ave S
BAT
EPG
4th St S
8th Ave S
3rd St S
Visitor Parking
ECC
6th St S
OCC
ACH Main Entrance
Emergency Center Entrance
Bayfront Baby Place Entrance
ACH All Children’s Hospital
OCC Outpatient Care Center
CRI Children’s Research Institute
ECC Education & Conference Center
JDS J. Dennis Sexton Building
RMHE Ronald McDonald House East
CDRC Child Development &
5th Ave S
All
Children’s
Hospital
5th St S
St. Petersburg
Bayfront
Medical Center
6th Ave S
ACH
4th St S
7th St S
8th St S
9th St S
TO
275 I-175
501 6th Avenue South
St. Petersburg FL 33701
Directions to
A ll Children’s Hospital
& Outpatient Care Center*
From I-275:
Take Exit 22 (for I-175 East).
Turn right onto 4th Street South (where highway ends).
Go one block to first traffic light.
Turn right onto 6th Avenue South.
For Family/Visitor Parking Garage: Turn left onto
5th Street South and then enter garage on the right.
Phone: 727-898-7451 or 1-800-456-4543
*See www.allkids.org for directions to other buildings
Rev. March 2013
www.allkids.org