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Golisano Children's Hospital / CARES Center / Complex Care Program


Complex Care Program

Mother holding babyThe mission of the Pediatric Complex Care Program is to provide telemedicine-based care management and clinical services for medically complex children. Our team will work with you, in addition to your child’s primary care provider and care team, to support in problem-solving issues, obtaining access to care, and preventing the need for emergency room visits when possible. We utilize telemedicine visits so that you can easily access the support of a medical provider when needed.

Our team works with patients from birth to age 21. Once enrolled in the Complex Care Program, we will be available as long as you need us. If you feel you no longer need support from the program, move out of area or age out, we will discuss disenrollment and next steps in your care.

Our Services

Our team will help you manage your child's medical needs. They will help:

  • Advocate for your child’s healthcare needs
  • Help coordinate care when your child is admitted to the hospital
  • Assist with a smooth transition from hospital to home
  • Coordinate and schedule outpatient visits, including transportation
  • Connect with your child when you are at home to assess the needs outside the hospital
  • Be available between visits with your primary care team to answer questions and address coordination issues
  • Improve communication with your child’s healthcare providers

Program Hours

Our program hours are Monday-Friday, 8 a.m.-4:30 p.m. You should contact your child’s primary care provider outside of our program hours. If you are experiencing a medical emergency, call 911.

Enrolling in the Program

To enroll in the Complex Care Program, you will need to complete a consent that will allow us to text and email with you so that we can communicate easily about your child’s medical needs. You will also need to complete a Release of Information for each of your child’s care team members outside of Golisano/URMC so we will be able to send and receive personal health information.

These consents are included in the Welcome Packet we provided to you. Please sign and date each of these consents and return to the Complex Care Program.

Heart hands around baby feet

Call Us When...

  • Your child was recently discharged from an inpatient stay and requires a follow-up visit
  • Your child is experiencing a non-urgent medical issue
  • You need assistance with scheduling medical appointments or transportation
  • You have general questions pertaining to your child’s medical care or require assistance obtaining medical equipment

Role of Your Care Coordinator

A care coordinator is a trained health professional that helps manage your child's care. The care manger will help with:

  • Setting up many appointments for the same day
  • Scheduling transportation
  • Providing resources in your community
  • Assisting and completing relevant paperwork
  • Help obtain insurance through the New York State of Health Marketplace