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 or 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

For 2018, families rated their experience a 9 or 10 (on a scale of 0 to 10, with 10 being the highest) 82.3% of the time. Since 2008, our hospital has consistently increased our overall experience rating year after year.

How do families rate us on social media?

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

  • 78% positive
  • 2% neutral
  • 20% 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 and 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, and 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.

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

Patient-family needs Keep me safe Heal me Be kind to me Ease my burden
Care team promise I will keep you from harm's way. Your health is my first consideration. I will be fully present and attentive when I am with you. I will help minimize your stress and anxiety.
Care team behavior Pause to care Manage comfort level Listen carefully Introduce self and answer all questions
Care team behavior Promote a questioning attitude Explain things often and in a way that is easy to understand Respond timely to requests Ask about concerns and fears
Care team behavior Wash hands and use two patient identifiers Give clear discharge/after visit instructions Treat everyone with courtesy and respect Keep care areas quiet

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.

Email us to connect with the Patient Family Experience team