The Children's Hospital Patient Guide

Page 1

Patient Guide 1

Top 10 Tips

from Patient & Family Advisory Council 1. You’ll find the FAQs on page 2 very helpful during your stay. This information comes from first-hand experience of other hospital guests. 2. Take charge. You are the most important member of your child’s healthcare team. See the tips on page 10 and speak up about your concerns. 3. Check ID badges and ensure staff identify and introduce themselves. Make sure staff members correctly identify your child as well. (Page 6 ) 4. Don’t be shy about asking your care team to wash their hands. 5. Check with admitting staff for items you may need in the event of a longer stay - extended parking passes, for example. 6. Feel free to leave your child’s room for a change of routine. Go for a walk or find a place to eat. 7. Take time to care for yourself. When you’re at your best, you’re the best manager of your child’s care. 8. Take advantage of free coffee refills at Kamp’s, located in the Children’s Atrium, third floor. 9. Ask providers or staff for suggestions about nearby options for banking, dining, fuel or groceries. 10. Take the NRC survey. Your feed back helps improve services for future patients.


to The Children’s Hospital

You have come to the right place. While being in the hospital isn’t what you would want, we welcome you. We hope to give you the best care and ease the stress and worry that often come with a hospital stay. The Children’s Hospital is just for kids. It is a place where doctors, nurses and team members are experts in the care of children. We know that a child is not a small adult; every piece of equipment, each test – all are made to meet the needs of small, growing bodies, and to help them to get better. Here, your child has the ability to get the newest, most advanced tests and tools to help healing. With a family-centered approach to healing, Children’s offers a wide range of resources, from pet therapy to child life specialists who help families cope with being here and not feeling well. Our staff know and help each child’s needs. We use words that help children understand every step of their care here. Sometimes, “medical play” is a way to explain tests. We spend time to teach parents and families, so they are able to give care when they return home. We are here to give you and your child every benefit of the skill gained through years of specialized training and experience.

Frequently Asked Questions

What and where can we eat? Cafeteria Children’s Café is located on the first floor of The Children’s Hospital near the east entrance.

Vending Machines Vending machines with beverages and snacks are located near the cafeteria and near Elevator L.

Hours: Monday - Friday, 6 a.m. to 1 a.m. Saturday & Sunday: 6:30 a.m. to 10 p.m. Subway Hours: 8 a.m. to 10 p.m Monday - Friday Weekends and Holidays: 11 a.m. to 7 p.m.

Other Campus Food Options Kamp’s | Third Floor, Children’s Atrium Hours: Monday – Friday, 6 a.m. to 8 p.m. Saturday, 8 a.m. to 5 p.m., closed Sunday (405) 271-2631

Select grocery items also are available in the cafeteria. Learn more at: You can also call (405) 924-1082 to order whole pizzas to go. Patient Meals: Room Service Dining (Order at no extra charge.) Hours: 6:30 a.m. and 6:30 p.m. To place your order, call (405) 271-4343. If your child is on a modified or restricted diet, our room-service associates will help with food selection. Guest Meals One complimentary meal for a family member is available during each meal time. Use Room Service as described above to order guest trays. Additional guest trays: $7.50 Call (405) 271-4343 between 6:30 a.m. and 6:30 p.m. Use any major credit card to order.


Nourishment Rooms Limited beverages and snacks are on each unit for your convenience. Check with your care team for the closest location. Chick-Fil-A OU Health Sciences Center campus Student Union 1106 N Stonewall Avenue Hours: Monday – Saturday, 6:30 a.m. to 10 p.m. Closed Sunday Patriot Café Pizza Shop Serves freshly made pizza, whole (16”) or by the slice. Ground floor of the VA Hospital 13th Street Hours: Monday – Friday, 10 a.m. to 4 p.m. Closed Saturday and Sunday For your convenience, a water fountain equipped with a water-bottle filler is located on the first floor, near Main Admitting.

Where can we stay? Arranging overnight stays for your family may not be the first task on your mind at this time. You may choose to room with your child, or explore the many fine choices nearby. For other options offered by our non-profit partners, contact the Social Work team at (405) 271-4518. Patient Room Parents are encouraged to stay with their children for the duration of their hospital stays. See Visitor Guidelines on page 8 for more information. Hotels A number of hotels are located near The Children’s Hospital:

RV Hookups The Children’s Hospital offers a limited number of RV parking spaces with electrical hook-ups. If you would like more information, ask your care team to contact the clinical coordinator. Ronald McDonald House Ronald McDonald House Charities of Oklahoma City provides a home away from home for families with seriously ill or injured children. Location: The Children’s Hospital | Garrison Tower 940 NE 13th Street, Suite 3100 To arrange a stay, call (405) 271-4518

• Hampton Inn & Suites | 300 E Sheridan Ave. (405) 232-3600

• Kitchen & shower facilities

• Sleeping rooms for a brief rest Accommodations, up to three nights, require a referral placed by a hospital social worker.

• Aloft Hotel | 209 N Walnut Ave. | (405) 605-2100

• Candlewood Suites | 933 E Reno Ave. | (405) 605-1110

• Clarion Inn Suites | 2001 E Reno Ave. | (405) 595-5030

• Embassy Suites | 741 N Phillips Ave. | (405) 239-3900

• Mainstay Suites | 929 E Reno Ave. | (405) 600-7868

• Medical Inn | 1117 NE 13th | (405) 232-0404 (just east of The Children’s Hospital) Ask your Social Work team member for recommendations and information on available discounts.

Is there somewhere to do laundry, take care of personal business or just get away? Located on the sixth floor across from The Zone, the Ronald McDonald Family Room offers a casual area with the things you would find at home. Families of children in the hospital can relax and wind down in the comfort of this 2,000 square-foot facility, with access to:

• Washers, dryers and detergent • Internet access & reference books • Seating area with a television • Quiet room


Do you have Wi-Fi? Wi-Fi is available across the OU Medicine downtown campus. The name of the network is OU Guest. What about parking? Patient drop-off is accessible by the parking lot just off Children’s Avenue. Valet parking also is available. Families and visitors can access the visitor parking garage (P2) off Stanton L. Young Boulevard or Children’s Avenue. Daily parking validations are available at each unit’s security desk. Long term parking validations are available in the Admitting office on the first floor. Is there somewhere to play? There are many ways to get away and play. Most nursing units have a play room or toys available for children. Ask your child life specialist for guidance about the best options for your child. In addition to these unit play areas, The Zone and The Children’s Village are great places you and your child will both enjoy. The Zone is a 5,000 square-foot are that includes: • Play spaces for kids • Teen spaces • Infant and toddler play area • Outdoor garden • Theater • Space for community visitors

What to Expect During your Stay Hourly Rounding Because your child’s comfort and safety are so important, nurses will check in every hour. During this time, your nurse may ask your child to go to the restroom, make sure their pain is under control, and that they have what they need. Nurse Leader Rounding You and your family are an important part of your child’s care team. Expect a visit from a nurse leader during your stay. During overnight and weekend hours, on-site clinical coordinators are also ready to help. Physician Team Visits As a teaching hospital, a large number of doctors are on the team providing the high-quality care you expect at our hospital. These teams, which include medical attending physicians, students, residents and fellows, work together to improve your child’s care. An attending physician oversees your child’s care. Refer to page 6 to identify these different professionals and physicians. Daily Room Cleans Our goal is to ensure a clean and tidy room throughout your child’s stay. Patient rooms in The Children’s Hospital are cleaned daily. If you need additional help from housekeeping, call (405) 417-1417.

With a focus on interactive play, activities in The Zone help families cope with the anxiety and pressure that often accompany a hospital stay. Additionally, The Zone is home to "In the Zone TV," a programming channel that provides educational, entertaining and interactive activities, especially important for those patients who are unable to leave their rooms. Look for ITZTV on channel 90. The Zone is staffed by child life specialists trained in meeting the psychosocial needs of children in health care settings. In The Zone, these specialists engage children in developmental activities and provide social and emotional support for patients as well as families. The Zone is a “No White Coat” area. The Children’s Village is an open-air play area available year-round, with sixth floor entry access from the Atrium or just outside. Please check with your Child Life Specialist for the daily hours of The Zone. The Children’s Village is a safe place for a change of sceney, freedom of movement and fresh air open from dusk till dawn.


Visit for more information about The Zone and our Child Life department.

Is there a convenient ATM I can use? An ATM is located just outside the cafeteria in the vending machine area. TransFund machines accept most major bank cards. There also is a full-service BancFirst branch with postal services on the third floor of The Samis Family Education Center, off the Children’s Atrium.

Additional Resources Telephone All patient rooms have phones. To call locally, dial 9 + the number. To place a long-distance call, dial 9 + 0 + area code + phone number. The operator will answer the call, and you may charge the call to your calling card. A calling card may be purchased in the gift shop. Gift Shops Call the shops if you would like to have a gift brought to a patient’s room. The Red Shelf (405) 271-1931 Location: Second floor in the Children’s Atrium The Red Shelf Too (405) 271-4784 Location: First floor near the cafeteria Services for Hearing Impaired & Translation If you or your child need translation services or sensory aids to help communicate with the healthcare team, including a sign language interpreter or TDD, contact your nurse or any care team member; they will request these services for you. Mail & Flowers Mail and packages are delivered by hospital volunteers. Flowers are delivered directly to patient rooms. Please note that flowers are prohibited in intensive care units. Encourage family and friends to visit our website to send an e-card. You may take outgoing mail to the nursing station or give to your nurse. Postage stamps are available in the gift shops, and there is a post office on the third floor of the Children’s Atrium. Notary Public Located on the third floor of the Samis Family Education Center just off the Children’s Atrium, BancFirst offers these services Monday through Friday, during normal business hours.

Lactation Resources At The Children’s Hospital, we have a team of board-certified lactation consultants who help moms successfully provide milk for their babies. Lactation consultants are experts in all breastfeeding topics and are ready to address your questions or concerns. Six pumping rooms with more than 40 pumps support our breastfeeding moms. Breastfeeding Hotline: 1-877-271-6455 (MILK) Breastfeeding Clinic: (405) 271-9494 Lactation Rooms located within The Children’s Hospital:

• Room 2106

Pastoral Care & Chapel Call (405) 271-5758 to reach a chaplain at any time. The chapel is on the second floor behind the light wall in the Children’s Atrium. Support Groups Several support groups are available to parents and children. For more information, contact Pastoral Care at (405) 271-5758 or Social Work at (405) 271-4518. Walking Paths The hospital grounds offer many opportunities for a pleasant walk. As a caregiver, it is very important to take time for yourself. Ask your nurse or any volunteer to point you in the right direction. If your child is able, he or she may go with you.


Patient Safety, Security & Visitor Guidelines The staff at The Children’s Hospital care deeply about safety. Our goal is to make the environment safe and secure for patients, families and visitors. We need your help in following rules that make sure you and your child are safe. Do not leave the unit with your child without telling the nurse. If your child is able to visit another area of the hospital, he or she may ride in one of our wagons or wheelchairs. Please bring all wagons and wheelchairs back to their home units. Infant Security Desks/Procedures To promote and maintain safety, The Children’s Hospital has a process for checking in visitors in patient care areas. Pediatric and neonatal departments follow a check-in process before entrance to the locked units is allowed. Upon arrival to the unit, a visitor is greeted and asked for a photo identification (driver’s license or passport, for example), which is scanned into the check-in system. A photo is taken and a disposable badge with the photo ID is provided for the visitor’s use in the unit. Visitors follow this process each time they access the unit, receiving a new badge for each visit. Children visiting these units receive ID badges that match the responsible adults accompanying them. There may be times, such as cold and flu season, when children visitors may be subject to health screenings to ensure their visits don’t pose a health risk to patients. Visitor Guidelines We know how important it is that children in the hospital have their caregivers near. We want parents to stay overnight with their children when possible. With the exception of special care units, sleeping spaces such as chairs or beds are available in all patient rooms to allow at least one caregiver to stay overnight. We have sheets and pillows for your use. In many cases, siblings may stay overnight if approved by the caregiver and the healthcare team. To provide a quiet and safe place for healing, we ask that visitors follow these rules: • If you have a cold, sore throat, contagious disease or do not feel well, do not visit the patient. • Be kind to other patients and please be as quiet as possible.


• Look at signs before entering the room. These may tell us that a visit is not appropriate at the time.

• Smoking is not allowed.

Infection Control & Use of Personal Protective Equipment Hospitals are places where people get well, but there’s also a chance that we can come in contact with others who are sick. Please follow these tips to lessen your chance of getting sick:

1. Clean your hands. • After touching hospital objects or surfaces • Before eating • After using the restroom

2. Ask hospital staff members to clean their hands. This is our practice, but even staff members may forget. Don’t be afraid to remind them or to ask them to wear gloves when touching you or your child. Ask visitors to clean their hands, too.

3. Cover sneezes and/or coughs. To stop the spread of germs, sneeze or cough into tissues and promptly throw them away. Do not touch other people until you have washed your hands. Ask the staff if there are other ways to contain germs, such as wearing a mask.

4. Keep an eye on bandages and dressings. If a bandages on a wound or IV becomes loose or wet, tell your child’s nurse. Also, if your child has any type of tube, tell your nurse if it becomes loose or removed.

5. Keep vaccinations up to date. Vaccinations can be quite effective in preventing certain diseases. To protect your child as much as possible, ask hospital staff about any vaccines that are safe and appropriate to receive at this time.

Cleaning Tip:

Use soap and water or hand sanitizer under your nails, in between your fingers, and on the palms and backs of your hands. Rub for 15 seconds – roughly, the time it takes to sing Happy Birthday.

Tell friends and family not to visit if they are sick, and make sure all your guests wash their hands when they enter your room. Condition Help During your child’s stay, you have access to a special service called the Condition Help Team. You can call this service, and a critical-care team will check on your child and provide help before an emergency should occur. When to Call Condition Help • Changes in heart rate or drop in blood pressure • Change in breathing rate or oxygen levels • Changes in urine output (much more or less urine) • Change in mental status or level of consciousness • Something that doesn’t seem right • Any change in your child’s condition that needs immediate attention and the healthcare team is not responding, or if you continue to have serious concerns after speaking with the healthcare team How to Call Condition Help • Dial 34357 on bedside phone. (If calling from a cell phone, dial (405) 271-8001, press 1, and dial 34357.) • Tell the operator your name, room number, patient’s name and your concern to have the Condition Help Team sent to your room.

Safe Sleep The safety of your child’s hospital sleeping environment is important. Crib rails and bedside rails must be up and securely latched when your child is in bed. If your child is able to stand and move about in the crib, a crib dome will be added to the top of the crib to stop him or her from falling over the top of the rails. If your child is younger than one year of age, follow the rules for safe sleep below. ensures the safest situation for them. Rules for Safe Sleep: • No pillows or blankets should be placed in the crib. The baby could become tangled and unable to breath. • No toys should be left in the crib. They can be choking hazards. • Don’t take your baby into your bed. An adult can too easily roll over and suffocate a sleeping infant. • Place baby in the crib on his or her back - not on the belly - to avoid risk of suffocation.


Your Healthcare Team Attending Physician An “attending” is the lead doctor of each team. Every patient will have an attending physician, who is considered an expert in his or her field. The attending wears a red physician badge.

Residents/Fellows These doctors are training for advanced skills under the leadership of an attending physician. Residents have finished medical school and may be in a range from year two to year seven in these advanced studies. Residents wear blue physician badges.


Medical Students Medical students follow physicians and other members of your child’s care team. They may interact with patients and families as learners and help improve the quality of your child’s care.

Interns Interns are doctors in their first year after finishing medical school. They practice under the supervision of an attending physician. Residents wear a blue physician badge.

Advanced Practice Providers (APPs) APPs work with doctors and can care for your child independently. APPs include advanced registered nurse practitioners (ARNPs) and physician assistants (PAs). APPs identify and treat patients’ conditions and can prescribe medicines.

Members of Your Healthcare Team Case Managers focus on discharge planning and resource management. Our specialized team of nurses and social workers provide resources and help families plan for a successful discharge. Chaplains recognize that health is more than physical. Our pastoral care team provides a broad range of services that support the emotional and spiritual needs of patients and their families, with understanding and respect for cultural and traditional religious practices. Child Life specialists focus on physical as well as emotional well-being to help the healing of the whole child. They use play while also preparing and educating your child so they know what is coming up while in the hospital. Dietitians offer information about foods to promote healthy eating, to help your child get better faster. Nurses provide direct patient care, overseeing most day-to-day treatment, under the direction of your child’s doctor. Our nurses have special training and experience in the care of sick or injured children. Occupational therapists work with patients who may have lost their ability to do normal activities for daily living, such as dressing, bathing or eating, due to injury or other illness. Physical therapists may use forms of exercise, massage, devices and patient education to help movement and physical function that may be different due to disease, injury or other disability. They also may take care of any wounds your child may have.

Providers of alternative therapies apply the creative powers of art and music to keep a sense of self-worth, hope and courage. As a child’s outlook improves, healing also occurs. In addition, facility therapy animals can bring a calm to situations and help to reduce anxiety. The connection formed between patients and pets is positive and memorable. Respiratory therapists use their skills to help patients breath better. Working with doctors and nurses, they treat long-lasting diseases, such as asthma. Speech-language pathologists assess, diagnose, treat and help prevent illnesses that that may make talking, eating and swallowing difficult. Students of all specialties support the roles of other providers in direct patient care. They are learners who are part of OU Medicine’s mission to provide excellent medical education to train the next generation of healthcare providers. Technical support staff are specially trained in areas of radiology, EEG, EKG and echo and perform tests that will provide your child’s doctor with information they need to help your child get better. Volunteers are an extra layer of support while your child is in the hospital. They help each patient feel like a kid, even though they are in the hospital. Volunteers smile, laugh, play and create to make this time as fun as possible. Other providers are important members of your child’s healthcare team, depending on the illness, condition or diagnosis. Feel free to ask each provider about his or her role in caring for your child.


Codes & Emergency Preparedness Codes In case of fire, Code Red will be announced over the hospital’s paging system. Hospital staff will provide further instructions to visitors and patients. In case of severe weather, Code Black will be announced over the paging system. All visitors should move to center rooms of the hospital away from glass; hospital staff will give additional instructions as needed.

• Check IDs. Many people are involved in caring for your child. Ask to see the ID of all persons who enter the room. If you do not see an ID badge, contact your nurse immediately.

To report or discuss any safety issues, please contact the safety officer at (405) 271-3731.

• Staff members should verify your child’s name and birth date every time. If they do not, inform the unit charge nurse or supervisor. This may seem repetitive at times, but it’s a process that ensures the best care.

Security For safety and security of our patients and staff, visitors are not allowed to bring any weapons on hospital property. This includes guns, knives and any other weapons. OU Health Sciences Center Police are available to escort visitors to parking areas as needed at any time. Call (405) 271-4911 for help.

Educate yourself. Learn about your child’s medical condition, tests and treatment options so you know why following his or her care plan is so important. • Find a support person to help you advocate for your child during this stay.

Smoking Use of any tobacco product, whether smoked or smokeless, is not permitted anywhere in the hospital or on hospital grounds. Electronic smoking devices are also banned.

• Know your child’s medications. Understand what conditions or symptoms are being treated, why these medications are being used, and how they should be taken for best results.

Be A Leader in Your Child’s Care

Ask yourself: Is there anything the hospital should know about to help my family’s experience?

You are the center of your child’s healthcare team. This guide will help you achieve the best results during your child’s stay. Speak up. If you have questions or concerns, you have the right to expect your doctor or nurse to respond with answers that make sense to you. Sharing the information below with members of staff will help: • What is your preferred language? • Do you need glasses, hearing aids or other devices to help communicate with staff? • Do you prefer to hear, see or read information? • Do you have any special needs related to culture, ethnicity or religious faith?


Be alert. Always double-check that your child is getting the right treatments and medicines from the right hospital staff. Mistakes can happen, but there are ways to avoid them:

Websites & Links The information at helps kids facing surgery understand the different events that will happen while they are at the hospital. As a result, they may be less scared and worried. Ehealth Visit Ehealth at This free, online resource provides tips on general health, women’s health, stress management, calorie intake and more. This non-profit social media site lets families create their own personal pages to share information with friends and other family members. Visit for more information. Nominate a Nurse for Daisy Award Has your nurse gone “above and beyond” to take great care of your child? Nominate him or her for a DAISY Award. This world-wide honor recognizes nurses who show outstanding care and compassion in the course of performing their duties. Nomination forms may be found at about-ou-medical-center/nurses/daisy-award

Patient Portal The Patient Portal is your gateway to the personal health information that’s part of your child’s medical records. Using the Patient Portal, all these important details are at your fingertips, anytime, anywhere. The Patient Portal gives you access to information about:

• Allergies

• Conditions

• Discharge summaries

• Discharge instructions

• History of hospital visits

• Lab results

• Medication list

• Radiology reports

• Upcoming appointments

To set up your account, go to: oumedicine/ou-medical-center/hospital-Information/patients-and-visitors/ou-medical-system-patient-portal Be prepared to give the patient information provided at time of registration. You also will be asked for your email address and Medical Record Number or Unit Number. If you need assistance, contact Patient Portal Support at (844) 875-5476


Important Telephone & Contact Information

Hospital Operator Cell Phone: Bedside:

(405) 271-4700 1-4700

Childbirth & Parenting Classes Cell Phone: Bedside:

(405) 271-5000 1-5000

Children’s Admitting Cell Phone: Bedside:

(405) 271-4481 1-4481

Children’s Outpatient Clinic Appointments Cell Phone: (405) 271-2222 Bedside: 1-2222 Children’s Social Work Cell Phone: Bedside:

(405) 271-4518 1-4518

Children’s Volunteers Cell Phone: Bedside:

(405) 271-4870 1-4870

In-Room Dining Cell Phone: Bedside:

(405) 271-4343 1-4343

Lactation Center: Cell Phone: Bedside: Medical Records: Cell Phone: Bedside: OU Police: Cell Phone: Bedside: Poison Control Center: Cell Phone: Bedside:

(405) 271-MILK (6455) 1-6455 (405) 271-5606 1-5606 (405) 271-4300 1-4300 (405) 271-5454 1-5454

For more information on the resources available at The Children’s Hospital, visit


TV Guide

Each patient room has a TV. See channel listings below. Be aware that some areas have hospital-specific or area-specific channels.

Channel Listing






























FOX News Channel




In the Zone CCTV








Floor 1











Floor 3



Directions to The Children’s Hospital

From the West From I-40 East, take the Oklahoma Health Center Exit 151-C. This puts you on 1-235. Next, take the University of Oklahoma Health Sciences Center Exit 1-D (second exit on the right), which becomes Lincoln Boulevard. Continue north to NE 13th Street and turn right.

From Yukon


235 Downtown


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35 235 Lincoln Blvd.



From Guthrie


Broadway Ext.


N.W. Okarche Expr essw ay


OU Health Sciences Center

N.E. 10th St.


From Midwest City


35 240 ailey Turnp ike

From the North From I-235S/US-77S, take the University of Oklahoma Health Center/University of Oklahoma Health Sciences Center Exit 1-G to NE 10th Street. Turn left on N.E. 10th Street. Turn left on Lincoln. Go to NE 13th Street and turn right.

From Edmond

H.E. B

From the South From I-235N/US-77N, take the University of Oklahoma Health Sciences Center Exit 1-D (second exit on the right), which becomes Lincoln Boulevard. Continue north to NE 13th Street and turn right.


From Lawton

From Shawnee

From Norman

From the East From I-40 West, take the Oklahoma Health Center Exit 126 onto I-235. Next, take the University of Oklahoma Health Sciences Center Exit 1-D (second exit on the right), which becomes Lincoln Boulevard. Continue north to NE 13th Street and turn right.


Suggested Questions For Your Care Team

• What are the reasons and side effects for this new medicine? • What is the plan for today? Tomorrow? • When will we know about test results? • How can I help care for my child? • When can we go home? • What do I need to do to be ready when we do go home?

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