FAQ

Below are some common frequently asked questions for your reference. If you have a question not answered below, please feel free to call us at 904.396.4223 or email us, and we will do our best to help.

When should I call the doctor immediately and when should I wait for normal business hours?

Call IMMEDIATELY if your child exhibits any of the following:

• fever over 101 by mouth, ear or under the arm (Do NOT take a rectal temp)
• vomiting more than twice in one hour or once an hour over a period of 3 hours.
• bleeding you are unable to stop
• chicken pox

Call the clinic during normal hours if your child exhibits:

• mouth sores, earache, cold, flu, sore throat, constant headache, rash, or itching
• redness or swelling at injection site
• fainting
• increase in bruising, paleness, or petechiae (pinpoint purple-red spots on the skin)
• pain during bowel movement or urination or no bowel movement for 2 days
• infected hang nail or ingrown nails
• excessive thirst or urination, especially while on prednisone
• check with clinic before undergoing any dental cleaning, treatment, or other procedures or getting any vaccinations

Your doctor or nurse may be reached Monday – Friday, 8 AM to 4:30 PM at 904.697.3789 or 800.767.5437 (800.SOS.KIDS ext.3789). After hours, weekends and holidays call 904.697.3600 or 800.767.5437 and ask for the doctor on call for Hematology/Oncology.

What should I expect for an outpatient visit to Nemour Children’s Specialty Care?

• The outpatient clinic is open Monday-Friday from 8:00 AM-5:00 PM. You can call 904.697.3789 or 800.SOS.KIDS ext. 3789 to reach the clinic.
• Call your primary care physician or case manager for authorization before your visits to Nemours Children’s Health.
• Be sure to bring all insurance cards or Medicaid cards with you to your first visit. You will be asked for a lot of information at this visit (insurance, address, emergency contacts, etc.).
• On your visit, you should park in the Nemours parking garage and register your child on the first floor. If your child is sick, has any kind of rash, or has had direct exposure to chicken pox, notify the clinic before arriving so that your child can be properly screened.

What should I expect for an inpatient visit to Wolfson Children’s Hospital?

• A comfortable family room located on 3 Wolfson & staffed by Ronald McDonald volunteers is provided for your convenience.
• Patient rooms are all private and are equipped with a bathroom. All patient rooms have VCR/DVDs, are equipped with a television and receive basic cable service. Each patient room has a window seat that may be used as a bed for a parent or parent substitute (18 years or older) staying overnight.
• Parents may visit a child at anytime. Visiting hours for all others are from 8 AM to 8 PM.

What is Ronald McDonald House?

• The Ronald McDonald House of Jacksonville contains bedrooms for 20 families, each with a private bath. Families share sunny living facilities including laundry room, large kitchen and activity rooms. Families can bring and prepare their own meals. There is also a stocked pantry and volunteers provide dinner most evenings. Known as “The House That Love Built,” the Ronald McDonald House requests a donation of $10 per night per room, but no family will be turned away because of inability to pay. Staff and volunteers assure that families’ needs are met. For further details, please speak with a clinic or hospital social worker.

How will I pay for my child’s treatment and where do I go for Financial help?

• Although your first priority is to do everything you can for your child, you may be concerned about the cost of the medical care and how to pay for it. See your social worker to find out about possible financial aid.
• If you have health insurance call the insurance company or your employer to find out the coverage details.
  • Request that a case manager be assigned to your child’s case so you have a main contact for any coverage issues related to your child’s care. You should be aware of any limitations on your policy, particularly if there is a calendar and/or a lifetime maximum of services.
  • If your child has an unexpected admission to the hospital, it is important that you call your insurance company. This is called PRE-CERTIFICATION. If you don’t call or wait too long, the insurance company can make you pay all or most of the bill. If you have problems with your insurance company, or are unable to pay your part, contact one of our financial counselors.
  • It is YOUR responsibility to obtain your referral to a specialist at the time of the visit. Ask your primary care physician to give you enough referrals so you don’t have to go back to their office frequently.
• If you do not have insurance, there are several programs that may be able to help your child. Financial counselors at the hospital and clinic will talk to you about your family’s financial situation to determine if your child is eligible for any of these programs. You may be eligible for Medicaid or Children’s Medical Services (CMS). If you do not qualify for these programs, financial counselors in the hospital and clinic are available for assistance.
  Nemours Children’s Health Financial counselors:
  Teresa Powers – 904.697.3721
  Diane Reese – 904.697.3602Baptist Medical Center / Wolfson Children’s Hospital:
  Financial Counseling – 904.202.1233
  Patient Accounts – 904.202.2092

What Support Groups are available and how will they help?

• Families who have a child diagnosed with cancer may feel overwhelmed, frightened and alone. Several groups have been organized to help you through the days ahead. Support groups offer a time for people to connect with others facing similar situations, for learning they are not alone and for joining others who really understand. For more information on a particular group the hospital social worker or a social worker at the clinic can assist you.
  • Child and Adolescent Group: This group is facilitated by the oncology Child Life Specialist and Clinical Social Workers of Nemours Children’s Health. Please contact Nemours oncology staff regarding the scheduled meetings.
  • R.O.C.K. Camp (American Cancer Society): Children ages 7-17 years who are diagnosed with cancer are eligible for this summer camp program. The child must not have been off treatment for three years. During the week your child is at camp, he/she will have medical personnel available for care. The Nemours Children’s Health and Wolfson Children’s Hospital social worker can provide additional information.