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

Patients’ and families’ likelihood of recommending Lucile Packard Children's Hospital's pediatric inpatient service to others is one piece of quality data. Pediatric inpatients are children 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 Pediatric Service January 2010-December 2010

Last Updated: March 2011
 
What This Graph Says
Our patients indicate a strong likelihood of recommending our inpatient pediatric 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 Press, Ganey patient satisfaction survey responses between January 2010-December 2010:

• 79 percent of families said there was a “Very Good” chance they would recommend Packard Children’s Hospital’s inpatient pediatric service to others
• 15 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 Pediatric Service “Very Good” Scores for 2006 to 2010

Last Updated: March 2011
 
What This Graph Says
Our “likelihood to recommend” scores are consistent with other children’s hospitals around the country.

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 pediatric service.

The orange line is the benchmark national average score for the “Very Good” answer for 56 other children’s hospitals.

What We Are Doing to Improve Patient Satisfaction

We are continually seeking improvements to move more patients from a “Good” to a “Very Good” rating. We are specifically working on areas we know are important to our patients:

• Improving the patient's experience with how pain is managed and controlled, particularly with blood draws and IV starts
• Involving families in their child's plan of care by including them on daily rounds with MDs and RNs
• Implementing a new model of nursing care called Relationship Based Nursing. In this model, the focus of nursing care is on developing relationships with patients and families. The goal is to create greater continuity and coordination of care among all team members, especially patients and families.
• Improving the discharge process by:
  • Better anticipating discharge times
  • Supporting patients and families through the discharge process
  • Ensuring comprehensive discharge teaching is completed so that families feel prepared to care for their child at home