Children's Hospital Colorado

Patient Experience at Children's Hospital Colorado

We value your experience here

It's important to us that every patient and family has an excellent experience at Children's Colorado. And it is just as important that we ask the right questions to learn more about your time here.

We ask parents and patients for specific input on their whole experience, including: 

  • How easy was it to get an appointment?
  • How did we communicate with your family?
  • Were you comfortable in our hospital?
  • Did you understand the next steps in your child’s care?

How we measure patient experience

We measure patient and family experience through telephone and email surveys about a child and family's experience. This measure is based on how each patient/family answers the question: "Using any number from 0 to 10, where 0 is the worst facility possible and 10 is the best facility possible, what number would you use to rate this facility?"

A third-party company conducts these surveys on our behalf, and then compiles the patient experience data for our hospital, the Breathing Institute and the Orthopedics Institute.

Recent patient experience results

In the second quarter of 2018, families rated their experience a 9 or 10 (on a scale of 0 to 10, with 10 being the highest) 82.4% of the time. Since 2008, our hospital has consistently increased our overall experience rating year after year.

82% Of families rated our Anschutz Medical Campus and Denver metro satellite locations a 9 or 10
85.1% Rated our South Campus in Highlands Ranch a 9 or 10
81.4% Rated our Southern Colorado locations (Colorado Springs and Pueblo) a 9 or 10
A bar graph with three vertical blue bars. It is titled "2018 patient experience scores." The y-axis is labeled "Percent of total responses." The x-axis is labeled "Patient experience ratings." The first bar is the tallest and is labeled 81.2%, illustrating 81.2% of individuals who took the survey rates patient experience at Children's Hospital Colorado a 9 or 10. The second bar is much shorter and is labeled 14.1%, illustrating 14.1% of individuals who took the survey rate patient experience at Children's Colorado an 8 or 7. The third bar is labeled 4.7%, illustrating 4.7% of individuals who took the survey rate their hospital experience at Children's Colorado between 6 and 0.

The above chart represents patient experience scores for January through June (Q2) 2018.

How do families rate us on social media?

The percentages below highlight our sentiment rating for online review sites including Google, Yelp and Facebook:

  • 86% positive
  • 2% neutral
  • 12% negative

How are we working to improve the patient experience at our hospital?

We read all of the feedback we get from patients and families and then share it at all levels of our hospital.

By gaining feedback about what we're doing well and what we could do better, we're able to continually improve the level of care and the overall experience that we provide for our patients and their families.

To that end, we have several patient/family experience teams that work with our staff to help us deliver outstanding care and service to each patient every day. We also host several Family Advisory Councils to gain feedback on ways we can improve directly from our patients and families.

We're always working to resolve complaints and grievances

Sometimes patient families bring issues to our attention such as communication, quality of care, courtesy and respect, financial concerns or accessibility to care.

By monitoring these complaints and grievances on a consistent basis, we're able to make ongoing improvements.

We set high standards for your care experience

Quality is part of our culture; our team members practice Experience of Care standards throughout each child's visit. These standards serve as a reminder that caring for the whole person makes a profoundly positive difference on a family's experience with our organization – and often, on the patient's outcome.

These are our standards for our patients' and families' care experience:

Infographic of Children's Hospital Colorado's experience of care standards: keep me safe, heal me, be kind to me, ease my burden.

Your feedback matters

Our entire organization and various teams use your input to identify areas where we can improve the service we provide. We continually track patient experience and publicly report this information quarterly here on this website.

If you ever feel that something is not excellent about your care, please let us know so we can work with you to resolve any problems.

And if you receive a patient experience survey phone call, please take the time to share your honest feedback. It helps us learn more about how we can exceed your expectations.