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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:
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?"
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.
The above chart represents patient experience scores for January through June (Q2) 2018.
The percentages below highlight our sentiment rating for online review sites including Google, Yelp and Facebook:
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.
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.
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:
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.