Likelihood to Recommend Packard Children’s Hospital’s Inpatient Obstetric Service

Patients’ and families’ likelihood of recommending Lucile Packard Children's Hospital's inpatient obstetric service (Maternity Unit) to others is one piece of quality data. Obstetric inpatients are pregnant women who stay at least one night in the hospital.
 
This data is collected through Press, Ganey patient satisfaction surveys.

Likelihood of Recommending Packard Children’s Hospital’s Inpatient Obstetric Service January 2010-December 2010

Last Updated: March 2011
 
What This Graph Says
The majority of patients indicated they would recommend Packard Children’s Hospital’s inpatient obstetric service to others. One of the best indicators of an overall experience is a patient’s/family’s “likelihood to recommend” our hospital to others. A higher likelihood to recommend has been shown to be strongly related to greater patient loyalty and overall satisfaction¹.
 
The graph above shows survey responses between January 2010-December 2010:

• 61 percent of families said there was a “Very Good” chance they would recommend Packard Children’s Hospital’s inpatient obstetric service to others
• 28 percent said there was a “Good” chance

¹Reichheld, Frederick F. "The one number you need." Harvard Business Review December 2003: 46-54.

Likelihood of Recommending Packard Children’s Hospital’s Inpatient Obstetric Service “Very Good” Scores for 2006 to 2010

Last Updated: March 2011
 
What This Graph Says
Our rating of “Very Good” is below the national average.
 
The blue bars above show the percentage of patients and families who said there was a “Very Good” chance they would recommend Lucile Packard Children's Hospital’s inpatient obstetric service to others.
 
The orange line is the benchmark national average score for the “Very Good” answer for academic hospitals. (Academic hospitals are affiliated with universities and train health care providers).

What We Are Doing to Improve Patient Satisfaction

We are working hard to move more patients from a “Good” to a “Very Good” rating. We are specifically focusing on improving areas that we know are important to our patients:

• Improving the care environment through facilities and furniture upgrades, noise reduction, and better visitor management processes
• Providing lactation assistance for new mothers
• Increasing “hotel” style amenities 
• Improving the effectiveness of our internal processes and communication to promote on-time discharges and more convenient patient flow