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 care experiences. Our goal is for everyone to have the best possible experience with us, so while "very good" is a great answer, we use only the response "excellent" to track our progress. We also know that patients and families who rate their care as "excellent" will most likely refer others to our care.
What this means - This data reflects the percentage of patients and families who had a visit to the ENT Clinic and responded "excellent" or "very good" 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.
About the data - 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 uses the feedback from this survey to direct changes that will improve the patient and family experience.
Related dimensions of care:
  
What we're doing to provide the best care:
- To improve our clinic flow and patients' experience, we asked parents to help redesign our waiting and teaching rooms in the ENT Clinic.
- We also currently working to improve our teaching materials and patient satisfaction scores, as well as reduce our wait times.
- We expanded our hours and now offer appointments in the evening.
- Our entire staff has been trained in good customer service and meet 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.
- Based on the feedback we receive from patients and families, we continue to change current practices and implement new ideas to create a better patient experience.
- Our specialists see patients at two other locations in Milwaukee (Greenway Clinic and New Berlin Clinic) to give patients and families options for the location of their care.
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 information, e-mail us or call (414) 266-6556.
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