mother and son in hospital room with nurses

Patient and Family Centered Care

kid in bed with mom
A Parent's Perspective:
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High-Performing Patient and Family-Centered Academic Medical Centers
Read the Picker Institute report about Upstate's patient and family centered care > PDF document

The healthcare team at the Upstate Golisano Children's Hospital is committed to creating an atmosphere that is warm and welcoming. We recognize that the most important thing in a child's life is their family.

Our philosophy of care, called PATIENTSfirst!, is centered around meeting and exceeding the needs of our patients and their family members.

Patient and Family Centered Care is grounded in mutually beneficial partnerships among health care providers, patients, and families and focuses on three core concepts:

  • Collaboration that is based on respect of patients and families and their choices
  • Communication between healthcare providers and families and patients is complete and unbiased
  • Control is established by the patient. S/he determines who is family and the degree of control s/he has

The Patient & Family Centered Care philosophy encompasses all aspects of a patient's hospital experience. Our goal is to make everyone and everything associated with the hospital more friendly, approachable and accessible to the patient and their family members.


Design elements of the Golisano Children's Hospital that support patient and family centered care include:

  • Family sleep space in the patient's bedroom
  • Toilet/shower access in the patient's room for the family
  • Family work area that includes writing surface, internet access, telephone and TV/DVD services in the patient's bedroom
  • Family Resource Center for obtaining medical and other healthcare-related information
  • Lounge areas that allow for downtime away from the patient's bedroom and provide opportunities to network with other families
  • Eating area that is accessible to families and includes the ability to reheat food brought from home
  • Laundry facilities for families of extended stay patients
  • Private, comfortable consultation spaces to meet with the healthcare provider team
  • Access to meditation or chapel space
  • Adequate, convenient parking
  • Handicap accessibility in all areas