Support Team – For Patients, Families and Workforce

Seattle Children’s Support Team is a partner to patients, families, and workforce members. We use feedback and other data to foster collaboration and connection between patients and families and the Seattle Children’s workforce. Our goal is to create support systems that empower patients and families while supporting resilience and connection for everyone at Seattle Children’s.

Meet Your Support Team

What does the Support Team do?

The Support Team serves as a bridge between Seattle Children’s workforce members and patients and families. We foster partnerships and collaboration by providing services such as:

• Managing feedback from patients and families, including all active complaints and grievances.
• Using the Adaptive Social Response model to engage with those who need additional support, to match their need with the appropriate resources. Within this model, the Behavior Support team and the Center for Diversity and Health Equity will collaborate closely with the other support providers in a holistic approach. Read more about adaptive social response.
• Working with clinics and programs to provide insight into feedback trends, to continually improve services for patients and families.
• When appropriate, meeting with patients, families, and workforce members to discuss any concerns:
  • Please ask your nurse to speak with us or you can reach out to us directly at 206-987-2550.
  • If we are unable to resolve concerns in the moment, we will work with you on submitting a complaint and will work with the departments involved on a path toward resolution.

What can I expect will happen if I file a complaint?

• Once you have contacted the Support Team, you will be assigned a consultant who will be your point of contact. We will facilitate a review of your concerns with the leadership team of the department involved.
• During the review, it is helpful for us to know what outcome you are hoping to achieve from the review process.
• We will communicate with you (or the patient directly, if over age 18) during the process via email or phone depending on your preference. If the patient is currently receiving inpatient care, we can meet in person.
• Once the department leaders have reviewed your questions and concerns, we will contact you to discuss them. We move to resolve your concerns as quickly as we can while acknowledging that questions and concerns are often complex.
• If you have filed a complaint or grievance, you can expect written acknowledgment from us within 7 days. If additional time is needed, we will give you an estimated date for a final response.

Contact Us

Telephone

206-987-2550

Email

family.feedback@seattlechildrens.org              

Mail

Support Team
Seattle Children's Hospital
PO Box 5371, MI-10
Seattle, WA 98145-5005