Frequently Asked Questions

How soon can I get an appointment?
Patients may self present in the front lobby from 7am-11pm. From 11pm-7am, patients must present to the Emergency Room located in the back of Green Oaks Hospital.

What happens during an assessment?
Patients will meet with a qualified mental health care provider in order to review current symptoms and behaviors and then determine an appropriate level of care.

Do I need to bring a list of my current medications with me when I come for an assessment?
Yes, please bring a current list of your medications (or your family member’s medications) to the hospital.  The staff can discuss any questions or concerns you may have about your medications.

What if I have a complaint about my care?
At Green Oaks, we want you to be satisfied with you or your family’s care.  If you have any concerns or comments about the care given, please contact our Patient Advocate at 972-770-0853 and leave a message or call (972) 991-9504 and ask to speak with a nursing supervisor.

How does a patient pay for care?
We accept most private insurance plans, however some patients may qualify for NorthSTAR, which provides behavioral healthcare for residents of Collin, Dallas, Ellis, Hunt, Kaufman, Navarro and Rockwall counties.

What if I don't have insurance?
Patients have the option of using self-pay. Arrangements must be made with the billing office. Appropriate referrals to local community services will be provided.

How long is treatment?
Green Oaks Hospital is a short-term, crisis-oriented hospital. The average length of stay for inpatient treatment can last anywhere between 1 to 7 days. The length of outpatient treatment varies from 1 to 6 weeks. Treatment duration is determined by doctor recommendations and appropriate level of care.

What are the visiting hours?

	Tuesday	Thursday	Saturday
Adult 1	7:00pm - 8:00pm	7:00pm - 8:00pm	3:30pm - 4:30pm
Adult 2	7:00pm - 8:00pm	7:00pm - 8:00pm	3:30pm - 4:30pm
Adult 3	7:00pm - 8:00pm	7:00pm - 8:00pm	3:30pm - 4:30pm
Adult 4	7:00pm - 8:00pm	7:00pm - 8:00pm	3:30pm - 4:30pm
Adult 5	7:00pm - 8:00pm	7:00pm - 8:00pm	3:30pm - 4:30pm
Adolescent	7:00pm - 8:00pm	7:00pm - 8:00pm	3:00pm - 4:00pm
PCSU	No Visitation	No Visitation	No Visitation

Is there a bus line close to Green Oaks?
Yes. The 451 bus line is located directly in front of the hospital within walking distance. The Forest Lane train station is located 4 blocks from the hospital.

What can I expect if my loved one was brought in by the police?

1. Your loved one will be assessed and seen by a physician as soon as possible, but may remain at the hospital for up to 24 hours depending on the individual situation.
2. In order to check on the status of your loved one, you will need a 3-digit code. Your loved one is the only person that can provide you with this number. This policy complies with our Hospital's Notice of Privacy Practices.
3. Once an evaluation has taken place, appropriate ongoing care will be determined (i.e., home, outpatient treatment, inpatient stay, transfer to another appropriate facility, etc).
4. You are welcome to call in and check on the status of your loved one at any time. However, you need to be on the list before the physician or discharge planner can speak to you. Please keep in mind that the discharge planners are working with several patients and may need to return your call if they are busy. You will be required to provide the 3-digit code at the time of your call.
5. If your loved one is unable to provide you with the 3-digit code due to their mental state, then the ONLY assistance we can provide is to take your name and number. We will do our best to get a message to your loved one so they can release this information to you. This in no way reflects that we acknowledge that your loved one is a patient at our hospital. We must abide by the confidentially laws imposed by the State of Texas.
6. We do not accept personal items (i.e. clothes for your loved one) while they are in the Psychiatric Emergency Services (PES) unit. The only items we will accept are cigarettes. While staying in PES, your loved one will have all the items they need, and will be welcome to use the phone if they are physically able to do so.
7. During the first 24 hours, we suggest that you please return home and get some rest. It is important for the families of loved ones to take care of themselves during this time. The discharge planner will call you with an update on your loved one's condition once the patient has signed a release of information to speak to you. At that time, you can be given an update on your loved one's condition.
8. If you would like to provide the discharge planner with pertinent information about your loved one and/or leave contact information so that they can call you, then please complete the attached sheet and return it to the receptionist.
9. If you would like information about support groups in your area, please go to www.namitx.org, (National Alliance on Mental Illness). NAMI is a national non-profit organization which uses support groups and education to help families and loved ones who are suffering from mental illness and substance abuse.