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About Sickkids
About SickKids

May 30, 2011

SickKids launches new Child and Family Relations service

Patients and families have another avenue to discuss their care experience at SickKids with the launch of the new Child and Family Relations service.

Replacing the Patient Representative Service, Child and Family Relations is committed to building positive relationships with patients and families. Developed through consultation with patients, families, staff members and considering practices of other hospitals in North America, Child and Family Relations is based on a model and process that is transparent, timely and consistent.

“We strongly encourage all patients and families to pass on compliments or discuss any concerns directly with their care teams or unit managers,” said Karima Karmali, director of the Family Care Portfolio. “Many issues can be resolved right when they are noticed.”

When this is not possible, or a family desires further contact, Child and Family Relations is available to assist patients, families and SickKids staff to reach a resolution. Child and Family Relations team members can offer information, help manage relationships between families and care teams and assist families in learning to communicate effectively with staff (and staff to better communicate with patients and families).

“Helping our patients and families have a positive experience here is important to everyone,” said Karmali.  “No matter who you contact at SickKids, we will take the time to listen and take your concern seriously.”

Child and Family Relations will work with internal Hospital departments to monitor trends, provide staff education and act as a staff support.

Child and Family Relations is also based on SickKids’ refreshed Values and Expectations. Taking the place of the Family Rights and Responsibilities, the Values and Expectations were created with input from staff, patients and families. It clearly outlines how our patients and families expect to be treated by SickKids staff, and also describes the expectations SickKids has of patients and families to best contribute to the best health outcomes.