Why should you care?
At Children's Mercy Hospitals and Clinics, we believe being
extraordinary includes taking responsibility for the
quality of service we provide. Asking patients and families about
our service is an essential part of measuring our
performance and outcomes. We love positive feedback but also
welcome suggestions for improvement.
For example, we ask specific questions about the Patient/Family
Experience at our hospital and gather responses on the critical
question of whether those we serve would recommend Children's Mercy
One critical target this year is to have at least 86 percent of
respondents answer "Yes, definitely" to the survey question "Would
you recommend this hospital to your family and friends?" Achieving
this 86 percent positive response rate would put Children's Mercy
in the top 25 percent of children's hospitals nationwide and
provide an initial step toward the hospital's ultimate goal of
being one of the best in the world by achieving a rating in the
Who is impacted?
Patients - Determining our strengths and
opportunities for improvement as perceived by our patients and
parents ensures continuing service excellence and efficiency, ultimately the health of the patients we serve.
Parents - Giving parents the opportunity to
provide direct input about how we are performing conveys the
message that we value their opinions and are truly committed to our
mission. Parents appreciate and support an organization that cares
enough to ask how we are doing. Families are viewed as an important
part of our health care team and have important information about
their child and their experience here that can help improve the
quality of our treatment. While doctors are the experts on the
disease, families are the experts on their child and measuring
their perspective is an essential component in analyzing our
performance and advancing our programs, facilities and systems.
Staff - Outcome measures teach us, on a large
scale, how the treatment we provide helps the patients we care for.
This information helps us learn how we can continue to improve our
patient family centered focus. We also measure how well we perform
Our hospital - Measuring performance allows
Children's Mercy to gauge how well we are serving the patients and
families who entrust us with their care. When possible, we evaluate
how care and services compare to national standards and benchmarks
by looking at our care compared to other leading children's
What does all this mean?
Measurement allows us to evaluate our performance, learn from
experience, celebrate our successes, improve upon the care we
provide and build confidence in our hospital among the patients and
families we serve.
At Children's Mercy, we want to know if patients and families,
based on their experience, would recommend our service to others.
The percentage score is the percentage of patients and families
that identified they would "Yes, definitely" recommend Children's
Mercy to family and friends.
What do the most important people say?
Here is a sample of parent comment acknowledging the effort we
make to measure our performance by asking for input:
The doctors and nurses were amazing, and very supportive of
our needs and wishes for our son, and let us be a partners in his
treatment and care. Our input was always welcome and taken into
consideration. Thank you all so much!
The Children's Mercy team nurtures the children and
families who are going through the most extraordinary life
experiences…they offer more than medical attention-they offer
We cannot begin to express in words our experience at
Children's Mercy Hospital. The emotions we felt cannot be
accurately described. In the simplest terms, we would say: We came
in fear; we stayed and were comforted; we left grateful.