About the Department of Family Relations

mother and baby At Children's Hospital of Philadelphia (CHOP), we have long included family members and guardians of patients as partners in care. We recognize that families — however they’re defined — bring unique knowledge and understanding about their children that is critical to providing the best and safest care. By respecting each family’s background, needs and desire to be involved in the care of their children, we promote the overall health and well-being of our patients.

We cannot achieve our mission without the voices of the families we serve. That’s why we practice family-centered care not just when treating patients, but also when developing new patient safety programs, designing our facilities and more. Family members play a variety of roles at the hospital, including:

  • Family Consultants are employees whose children have been treated at CHOP. Their primary focus is integrating the family voice to help support and advance family-centered care.
  • Family Partners are volunteers who are parents/caregivers of CHOP patients. They play an important role in providing input and reviewing information on programs, policies and initiatives across the hospital.

Feedback from patients and families

Every day, everyone at CHOP works to ensure excellence in patient care and, by extension, a positive patient and family experience. One of the best ways we can monitor the quality of the care experience is by listening to families’ feedback and incorporating it into our policies, procedures and daily operations.

The Office of Feedback serves as a central location for patients and families to provide feedback both positive and constructive. We are responsible for managing the follow up and response process as it relates to patient and family concerns.

The Office of Feedback is responsible for:

  • Collecting feedback from patients and families. 
  • Sharing families’ feedback with teams throughout CHOP so they can use it to make improvements.
  • Following up with families about their concerns.
  • Advocating for patients and families to ensure that their concerns are resolved in a timely manner.

To share your feedback, please call the Office of Feedback at 267-426-6983 or email us at familyrelations@chop.edu. We are available to speak with you Monday through Friday from 8:30 a.m. to 5:00 p.m. You can also submit feedback through the Your Voice Matters online form. (En Español  -- بالعربي  -- 中文)

The principles of family-centered care

These are the core values of family-centered care and what you can expect from us.

family Dignity and respect: We listen to and honor your family's perspectives and choices. We incorporate your knowledge, values, beliefs and cultural background into your child's care planning and delivery.

Information sharing: We communicate and share complete and unbiased information with your family in affirming and useful ways. You and your child will receive timely and accurate information so you can effectively participate in care and decision-making.

Participation: We encourage you to participate in care and decision-making at whatever level you choose.

Collaboration: We invite your family and your child to work with our care providers and with hospital leaders on policy and program development, execution and evaluation; in healthcare facility design; and in professional education and care delivery. Your voice matters to us!

Access: The care we provide is equitable and flexible, and is delivered as efficiently as possible.

Care Coordination: We are here to help coordinate your child's care and meet your family's needs. Our healthcare teams are trained, and our systems are designed, to support transition, integration and continuity of care. We are committed to building long-lasting, healing relationships with patients and families.