At Children’s Mercy, we believe every patient and family experience is unique and important. The Office of Patient Experience is committed to providing collaborative efforts between the health care staff, patients and families for ongoing opportunities to improve the quality of care and experience we deliver.
Our team offers the family perspective on projects and committees, utilizing hundreds of trained Patient Family Advisors through individual improvement-focused engagements and in group work via Patient Family Advisory Councils.
We support the health care team by offering family feedback data from NRC Real-Time surveys and by conducting Family Experience Tracers, gathering rich, qualitative feedback. Our team creates valuable education for new staff onboarding as well as ongoing learning modules, focused on improving the patient and family experience.
Additionally, we serve as liaisons between the patients, families and hospital staff. Patient Advocates work directly with families to resolve issues related to the patient experience. We utilize feedback from patient families to inform us about improvement opportunities.
The Office of Patient Experience oversees three main areas:
- Patient Advocates: This team problem-solves and facilitates communication in resolving issues related to the patient experience.
- Patient Experience: This team measures our performance and outcomes, looking for ways to improve loyalty through families recommending Children’s Mercy to their family and friends.
- Patient and Family Engagement: This team collaborates with families and staff to improve the quality, safety, and experience of care.