For Parents and Caregivers
A hospital stay can affect many areas of your family’s daily life. These resources can help you and your family cope during your child’s stay at Texas Children’s.
Top Numbers to Know
Operator - 737-229-2000
Accounting/Billing - 832-824-2300
Child Life, Education and Creative Arts - 737-229-3350
Family Advocacy - 737-229-3385
Financial Counseling - 737-229-2261
Guest Services - 737-229-4837
Language Services - 737-229-3355
Security - 737-229-5400
Social Work - 737-229-3399
Spiritual Care - 737-229-3350
Hospital Amenities
For your convenience, there is a Bank of America ATM located on level 1 of the North Austin Texas Children’s Hospital.
Child life specialists help prepare patients for medical treatments and procedures. Using teaching tools such as imagery, distraction and relaxation, our team members help patients reduce anxiety and learn coping strategies. Services include:
• Age-appropriate activities
• Animal-assisted therapy
• Family and sibling support programs
• Individualized explanations of medical tests, procedures and surgeries
• Music and art therapy
• School program
To reach a child life specialist, notify your clinical care team.
The Family Advocacy Department helps ensure that your stay at Texas Children’s is a positive experience. Family advocates can help with questions, concerns, compliments or suggestions about your experience. They can also help resolve issues, assist with communication between you and your health care team, and advocate for your patient’s rights and responsibilities.
Call 737-229-3385 to reach the Family Advocacy Department during business hours or email northaustinfamilyadvocacy@texaschildrens.org. If you need an advocate after hours, please speak with your nurse, charge nurse or nurse manager.
North Austin Campus, Level 2 PA.0290.69
The Family Resource Center and Family Health Library offer a variety of resources for patients and families, including:
• Books available for checkout (leisure and medical education)
• Business center with computers, printers, copiers, fax and scanning
• Chargers for cell phones and electronic devices
The center also offers a helpful online tool to search and connect with hundreds of supportive programs and resources. Visit txchfamilyresources.org for more information.
We strive to provide a variety of food options while you are here. Onsite options listed below. Visitors can also order from a food delivery service (such as Door Dash, Grubhub or others) and meet the driver at the first-floor desk.
Café
North Austin Cafe, Level 1 (near main entrance & Paseo)
• Weekdays 7:00 a.m. - 11:00 p.m.
• Weekends 7:00 a.m. - 7:00 p.m.
Coffee Corner
North Austin Cafe, Level 2
• Open 7:00 a.m. - 3:00 p.m. seven days a week
• Grab and Go/Self Check out 3:00 p.m. - 7:00 a.m.
We understand that insurance and billing can seem complicated. We make every effort to prepare families for anticipated care expenses. These may include:
• Co-insurance amounts
• Co-pays
• Deductibles
• Self-pay or non-covered expenses
For services provided at Texas Children’s, you may receive invoices from our hospital, Texas Children’s Physician Group or other partners such as Baylor College of Medicine, Pediatric Anesthesia Services and Pediatric Pathology Consultants.
To learn whether Texas Children’s and our providers are in your insurance network, please get in touch with your insurance carrier or your employer’s benefits department.
Financial assistance
Texas Children’s provides financial assistance to eligible patients and their families. Our team of specially trained financial counselors is available Monday-Friday to help you understand your options and apply for assistance. They can also speak with you about payment arrangements if needed. Call 737-229-2261 or visit the Admissions Office on Level 1 through main entrance.
Ways to pay
For your convenience, you can pay your Texas Children's Hospital bill and your Texas Children's Physician Services Organization (TCPSO) bill by mail, phone, online or through MyChart.
To pay online, please visit your MyChart portal. You may also pay as a guest at https://mychart.texaschildrens.org/MyChart/billing/guestpay. To pay as a guest, you will need your account number.
To pay by phone, please call 832-824-2300.
Customer service
Customer service representatives can assist you with questions about bills. Please email customerservice@texaschildrens.org or call 832-824-2300 or 800-722-2570.
The Paseo
North Austin Campus, Level 1
This relaxing outdoor space that provides seating and tables for patients and families, who want to spend time together, enjoy a meal or spend time outdoors without leaving the hospital.
Lori’s Gift Shop
Forgot something? Lori’s Gift Shop is located on Level 2. Our gift shop offers merchandise for all ages and occasions, including a selection of greeting cards, fresh flowers, balloons, plush toys and personal care products. Additionally, the gift shop will carry home décor accents, clothing, fun accessories, snack and more.
Hours of Operation:
Monday through Friday: 9:00 a.m. to 5:00 p.m.
Texas Children's Guest Services Department can assist with your family's non-medical and unexpected needs while at our hospital. Representatives are available from 8:00 a.m. – 5:00 p.m. to answer your questions and provide information on:
• Access to fax machines, copiers and other office equipment while at the hospital
• Activities and attractions for patients, siblings and adults
• Area maps and directions (e.g., washer dryers, gift shops, food courts, ATM/banking)
• Dining options within walking distance
• Non-clinical services, hospital programs and events available to families
• Parking options and transportation
• Places to stay nearby
• Shopping
• Special requests for birthdays, holidays or other family celebrations
Contact Guest Services at 737-229-4837 or notify a care team member.
Antibacterial hand sanitizing dispensers are located throughout the hospital. Please sanitize your hands often while on our campus.
Wireless access is available throughout the hospital campus. Under wireless connections, select CareWIFI for access you must read and accept the acceptable use policy. Computers with internet access and other office amenities are in the Resource Center on Level 2.
To request in-person interpreters, notify a care team member or call Language Services at 737-229-3350.
Free, self-serve washers and dryers are available to families. Contact Guest Services at 737-229-4837 for information.
Surface Parking lots and garages
Surface parking
Surface parking is available for our patients, families and visitors on both sides of campus.
Self-parking garages (open 24/7)
Our parking garage is available for our patients, families and visitors with accessible walkway on 2nd Level.
Contact Guest Services at 737-229-4837 for up-to-date lodging information near campus.
Patients and their family members or visitors are generally permitted to take photos or recordings at Texas Children’s under these conditions:
• The photography or recording does not interfere with patient care.
• The photography or recording does not infringe on the privacy of other patients and families.
• Physicians, nurses and others on a patient’s care team must give verbal consent before being photographed or recorded.
• Photographs or recordings during medical procedures are not allowed unless the patient’s physician or other provider approves.
• Please ask your nurse if you have any questions about what you can or cannot photograph/record.
The safety and security of our patients, families and employees are important. If you have any security concerns, officers are always on duty to ensure your safety. Call 737-229-5400 to access security 24/7.
Texas Children’s social workers are specially trained, licensed professionals here to help you and your family cope with the life changes brought on by your child’s hospitalization. They provide an array of services, including:
• Help with finding community resources
• Crisis interventions
• Counseling
• Education about your child’s diagnosis
Hundreds of medical providers, information centers, support groups, nonprofit agencies, home care services, schools, and federal, state and city programs are available to assist families in need. Our social workers are available 24/7 to help you find the resources you need — whether your child is in the hospital or has returned home.
To reach a social worker, notify your clinical care team.
North Austin Campus, Level 2 (near monumental Stairs), Open 24/7
The Children’s Chapel is a unique space for families, patients and staff to pray, meditate or attend religious services.
We understand the importance of having family members present during a child’s hospitalization. Having loved ones nearby is vital to the healing process. For the safety and protection of our patients, including the most vulnerable, our visitation policies may change due to COVID-19 protocols or seasonal illnesses such as the flu. We screen visitors for flu-like symptoms at the inpatient unit level each day. Visitors who are sick will be asked to leave the hospital until fully recovered. Please check our webpage for the most current visitation information.
Texas Children’s is honored to be ranked as the best children’s hospital in Texas and among the best in the nation by U.S. News & World Report. This recognition starts and ends with having an amazing team, including wonderful volunteers who help provide the best care possible to children and their families. It takes a team to heal a child, and Texas Children’s volunteers are essential to this effort.
Texas Children’s Volunteer Services assigns volunteer positions based on the hospital’s current needs and the volunteer’s availability, interests and skills. For more information, contact Volunteer Services at 737-229-3388 or volunteerservices@texaschildrens.org.
