At Dayton Children’s our goal is to provide an exceptional patient experience, not just sometimes, but with every single family and every single interaction. Patient experience is a key part of Destination 2020, our strategic roadmap for the future. We want to go above and beyond with every patient we treat.
how do we collect patient experience data?
Patient experience is measured through surveys given to patients by phone or email. We ask patients with questions such as:
- Using any number from 0 to 10, where 0 is the worst hospital possible and 10 is the best hospital possible, what number would you use to rate this hospital during your child’s stay?
- During this hospital stay, how often did your child’s nurses encourage your child to ask questions?
- How often was there good communication between the different doctors and nurses?
We also survey patients who visit our outpatient clinics. Comments and star ratings on specific physicians from these surveys can be found on individual doctor bios throughout our website.
how do we measure patient experience?
We measure patient experience using a "net promoter score." A net promoter score is a simple, easy to measure way to track customer loyalty. Net promoter is based on the questtion "how likely are you to recommend Dayton Children's on a scale of 0 - 10. Net promoter score is broken into three parts:
1) Promoters = 9-10 - Promoters are loyal and enthusiastic. 9-10 are loyal enthusiasts who will keep buying and refer others, fueling growth.
2) Passives = 7-8 - Passives are satisfied (for now), but are easily swayed by experience and will go elsewhere. 7-8 are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
3) Detractors = 0-6 - Detractors can threathen your reputation. 0-6 are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.
Your net promoter score = % of promoters - % of detractors
patient family comments
"I just want to say how fortunate we feel to have been surrounded by care during my son's recent hospitalization. I don't think there was a person who left our room-whether it was a nurse, social worker, personal care assistant, or doctor -without asking if we were doing okay and asking if we needed anything. They made sure to involve the family in the child's care and listened to the needs of the patient. This was a difficult experience for my son, but the staff at Dayton Childten's went above and beyond in every capacity. Please let everyone know how grateful and appreciative we are for the care we received during my son's stay!"
"I was very impressed with how well the nurses and staff treated us and especially our daughter. They were all very helpful and kind."
"I just wanted to say I really appreciate how nice and informing everyone is and I didn't feel like we just got forgotten about in a room or anything and I really great with the kids. And so just want to say thank you."
"We were very happy with the care that we received. We are grateful that all the doctors and nurses spoke with us with respect and we would definitely be back in recommend the hospital to anyone."