Quality Reports - Ear, Nose and Throat
Patient and Family Experience
Why we measure it - For us to understand how we are doing, we ask our patients and families to tell us about their overall care experience. Our goal is for everyone to have the best possible experience with us, so we use only "excellent" responses to track our progress. We also know that patients/families who rates their care as "excellent" will most likely refer others to our care.
What this means - Children's Hospital of Wisconsin uses a third-party vendor to survey patients and families and obtain feedback about their overall experience. Children's Hospital is committed to improving the patient and family experience and sets organizational goals based on the highest possible rating of "excellent." We strive for service excellence to all customers and are committed to improvement. In fact, approximately 75 percent of patients and families who rate their overall experience as "excellent" will recommend us to their family and friends.
About the data - This data reflects the percentage of patients and families who had a visit to the ENT Clinic and responded "excellent" to the survey question, "Overall how would you rate the care you received at this visit?" The response options are: excellent, very good, good, fair and poor.
Related dimensions of care:
  
What we're doing to provide the best care:
- To improve our clinic flow and patients' experience, we had parent focus groups help redesign our waiting room and teaching room in the ENT Clinic. We also are improving our teaching materials and working to reduce wait times and improve our patient satisfaction scores.
- We expanded our hours and now offer appointments in the evening.
- Our entire staff has been trained in good customer service and met as a team to identify ways they could improve patient satisfaction.
- We encourage partnerships with open, ongoing communication between family members and health care providers. Our Family Advisory Committee is made up of parents and hospital staff to improve communication, quality of care and hospital amenities.
- We regularly survey our patients and encourage them to share their opinions and suggestions.
- We review and implement changes based on patient satisfaction feedback.
- Our specialists see patients at a second location in Milwaukee (Greenway Clinic) to reduce the number of trips many families need to make to our hospital location.
Patients/Families - You may receive a patient satisfaction survey. Please share your experience with us. Let us know what is important to you and any suggestions you have for improvement.
If you have questions about this data or information, e-mail us or call (414) 266-6556.
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