Patient and family experience

Why we measure it - It's important that we understand how we are doing, so we ask our patients and families to tell us about their care experiences. Our goal is for everyone to have the best clinic experience possible. We ask patients and families to rate their clinic experience on a scale from 0 to 10 where 0 is the worst clinic experience and 10 is the best clinic experience. We only use the responses 9 and 10 to track our progress. We know that patients and families who rate their care at a 9 or 10 will most likely refer others to us.

imgPatFamExp

What this means - We have consistently high patient and family satisfaction ratings. Approximately 80 percent of our families who respond to our surveys rate their care a 9 or 10. This graph shows the percent of patients and families who gave a 9 or 10 rating in response to the survey question,"Using a number from 0 to 10, where 0 is the worst clinic experience possible and 10 is the best clinic experience possible, what number would you use to rate this clinic during your child's stay?"

About the data - Children's Hospital of Wisconsin in Milwaukee 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:

imgEffective imgPatientcentered imgTimely

How we provide the best care

  • At Children's Hospital, our focus is on family-centered care. We want our family members and health care providers to work together as partners.
  • Our Family Advisory Committee is made up of parents and hospital staff who work together to improve communication, quality of care and hospital services for families.
  • We value patient and family feedback. Our staff members are constantly updating our current practices and implementing new ideas to ensure greater patient safety and a more pleasant overall experience.
  • We have reorganized and expanded our clinic and diagnostic space to improve efficiency and patient flow. We also extended our clinic hours which includes an evening clinic for adult congenital heart disease patients.