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The approach to improving patient experience at children’s hospitals: a primer for pediatric radiologists

Authors
  • Bomher, Sean T.1
  • Munguia, Jose M.1
  • Albert, Marisa S.1
  • Nelson, Kimberly W.1
  • Bargmann-Losche, Jessey1, 2
  • Platchek, Terry S.1, 2, 2
  • Donnelly, Lane F.1, 2, 2, 2
  • 1 Lucile Packard Children’s Hospital – Stanford Children’s Health, The Barn, 700 Welch Road, Suite 125 (Room #104), Palo Alto, CA, 94304, USA , Palo Alto (United States)
  • 2 Stanford University, School of Medicine, Stanford, CA, USA , Stanford (United States)
Type
Published Article
Journal
Pediatric Radiology
Publisher
Springer-Verlag
Publication Date
Sep 15, 2020
Volume
50
Issue
11
Pages
1482–1491
Identifiers
DOI: 10.1007/s00247-020-04781-3
Source
Springer Nature
Keywords
License
Yellow

Abstract

Increasing attention is being given to improving patient experience in health care. Most children’s hospitals have a patient experience office or team that champions and measures patient experience and partners with operations to optimize performance in this area. We outline the activities that our patient experience team undertakes at our pediatric health system to advocate for, measure and improve the experience of our patients and families. The framework we propose for such activities includes those that are proactive in improving patient experience as well as those that are reactive to when patients and families have had a poor experience. Those reactive practices are often centered on the management of patient complaints and grievances and early intervention into patient complaints so that they do not become grievances.

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