Patient Experience

We use a measure called “Patient Experience” to understand how patients and families rate the hospital based on their most recent visit. This measure helps us identify specific issues and areas for improvement.

Why the patient experience survey is important

The patient experience survey provides you an opportunity to share thoughts and concerns about the care, services and respect you received during your stay in the hospital. Your responses on the survey help us identify ways of improving our practice.

How we measure

We use the patient experience survey to look for ways we can improve the care we deliver and the services we provide. We also compare ourselves to other children’s hospitals across the country.

Patient experience surveys are performed via phone call to a random sample of patients after they have been discharged from the hospital. This is being done by a third-party surveying organization, Press Ganey. The survey results are compiled and reports of the results are readily available to review. We look at the percentage of patients who rate our hospital a 9 or 10, on the scale of 0 being worse to 10 being best. We consistently look at questions needing improvement and put in place programs designed to improve those questions.

For the most recent 12-month measurement period, 85.1 percent of our families scored us a 9 or 10. Our goal is currently at 83.0 percent.

What we are doing to improve your experience at Le Bonheur Children’s

We partner with families to provide high-quality care and a safe and nurturing environment for delivering healing and hope. We listen when you speak for your children, and we find ways to give you all the information you need to make good decisions and involve you in their care. We encourage you to give us feedback on how we are doing because we are looking for ways to improve your experience while in our care.

The Family Partner’s Council helps us improve the care we provide. They give us input on hospital policies and teach our staff how to better communicate with families.