Dayton Children’s receives record high customer satisfaction scores
customer satisfaction “excellent” for FY2012
The Children’s Medical Center of Dayton ended its fiscal year with record high customer satisfaction scores of 91.2. This is highest organization wide score that the hospital has seen. The scores for inpatient and outpatient were also at record highs.
“It has truly been an outstanding year relative to past performance,” says Matt Graybill, chief operating officer of Dayton Children’s. “Dayton Children’s is committed to providing the highest quality of care for our patients and families. Service excellence is a major component of our work and we take our job of listening to our patients and families very seriously.”
At Dayton Children's achieving the highest level of customer satisfaction is a key quality measurement and area of focus for every staff member.Dayton Children's organization-wide goal is to achieve at least a 90 percent overall rating. This has been achieved each year since FY 2009. Compared to other hospitals who participate in the same national benchmarking survey, Dayton Children’s scores rank above the median.
Highlights from this past year’s scores include:
- Record-high organization-wide score of 91.2 (1.0 above previous high)
- Record-high inpatient score of 88.3 (1.0 above previous high)
- New record-highs for inpatient unites three west and three east (87.4 and 88.8 respectively)
- 40 inpatient questions setting new highs. These include every nursing indicator, every physician indicator and many personal issues questions that contribute to overall satisfaction.
- Record-high outpatient score of 94.2 (0.7 above previous high)
- Four outpatient areas setting new record-highs. These include emergency, day surgery, specialty clinics and cardiology/EKG.
- Across nine outpatient surveys, 60 individual indicators set or tied their all-time high scores.
“There have been a number of measures that we have taken over the past few years to increase customer satisfaction,” says Renae Phillips, RN, MSN, NEA-BC, FACHE, vice president for patient care services and chief nurse executive at Dayton Children’s. “Our goal is to provide patients and families with the very best care in a child-friendly and healing environment.”
Some of the ways Dayton Children’s has improved with customer satisfaction include:
- Implementation of room service in the inpatient units for food delivery and on-demand meals.
- Renovated inpatient rooms and emergency department.
- Centralized registration area that opened in 2012.
- Family Centered Rounds initiated in all pediatric units.
- Pre-surgery Clinic improved patient flow, reduced no-shows and increase parent understanding/compliance.
To gauge patient satisfaction, Dayton Children's uses a combination of written surveys and telephone interviews with parents who recently received care for their child in one of the major clinical areas of the hospital, including both inpatient and outpatient areas. Parents are also able to provide any comments, suggestions or feedback related to their child’s care. Some of the comments that have showcased the increased customer satisfaction include:
- Outstanding staff- friendly, thorough, informative, warm, caring, eased fears, professional, compassionate, unrushed
- Very friendly and helpful at check-in
- We drive from Greenville because there is no better place!
- The staff takes great care of little ones! Amazing!
“We are thrilled that our scores have reached a record high this year,” says Phillips. “We look forward to continuing to raise our score by increasing patient satisfaction and achieve our vision of being the first choice for children’s health.”
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