Frequently Asked Questions (FAQ) | Overview
Many questions can also be answered by reading through the entire Emergency Department admittance process and in PDF format Emergency_Department_Process.
Billing and co-payments
If you have a billing question for a hospital bill you can call 617-355-7086. This is our customer service line. If you have received a bill we encourage you to look for a phone number on the bill as the bill may actually be a Physician bill which is not handled through Children’s Hospital. If you are unsure, please call the Emergency Department at 617-355-6611 and we can assist you in finding the correct billing office.
Appointments and follow-up
After your Emergency Department visit you will receive discharge instructions that provide information about appropriate follow-up form the Emergency Department visit. If you do not have these discharge instructions please call the emergency department at 617-355-6611 and ask to speak with a physician about your recent visit.
Unfortunately you cannot make an appointment to be seen in the emergency department. All children who arrive for care are evaluated by a nurse who determines which patients are sickest or most injured and require immediate care. These children may be seen ahead of your child. In addition, some children are cared for in a separate area and may be moved to the Fast Track Reception Area to await care in a different section of the department.
All children who arrive for care are evaluated by a nurse who determines which patients are sickest or most injured and require immediate care. These children may be seen ahead of your child. In addition, some children are cared for in a separate area and may be moved to the Fast Track Reception Area to await care in a different section of the department.
Amenities
The hospital has an excellent cafeteria as well as an Au Bon Pain in the main lobby. Please speak with the Emergency Department staff while here as the hours of operation for both places may vary depending on the time or day. Of note, after presenting to the Emergency Department it is important to check with your nurse or a clinician before you, or your child, eat or drink as this might impact the patient’s plan of care.
Questions and concerns
Our goal is to provide excellent care for all patients so your feedback is very important to us. The best way to let us know that you have concerns about the care you received is to contact our Patient Relations office at 617-355-7673. They will coordinate your concerns with the Emergency Department Leadership.
As much as we would like to help with your child’s condition, Federal regulations prohibit us from providing medical advice over the phone. We encourage you to call or visit your PCP with questions or, if you feel your child has an emergency condition, please come directly to the Emergency Department and we will be glad to provide you with an appropriate medical screening and care.
During your visit to the emergency department if you have questions or concerns that your child's doctor or nurse cannot answer, please ask to speak to the attending physician or charge nurse.
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