Patient Experience

At Children’s Mercy we strive to provide the best possible experience.

At Children’s Mercy we strive to provide the best possible experience.

We work hard to:

• give safe, high-quality care.
• listen to children and families.
• learn from feedback.
• make care better every day.
  
  

How We Ask for Feedback

We want to know what went well and what we can do better.

After your visit, you may get a survey through:

• MyChart
• Text message
• Email

Press Ganey, an independent company, sends the survey.

Why Your Feedback Matters

Your feedback helps us:

• learn what went well.
• understand your experience.
• find ways to improve.
• compare our care with other children’s hospitals.
  
  

How We Use Your Feedback

Every week, about 500 patients and families share their thoughts with us.

Our Patient Experience team:

• reads every comment.
• looks for common concerns and ideas.
• shares common themes with care teams and leaders.
• uses feedback to make changes and improve care.
  
  

Changes We Have Made

Because of family feedback, we have:

• improved parking options.
• added more family-friendly restrooms.
• offered more food choices.
• shared ideas for improvement with hospital leaders.
  
  

How Families Help Shape Care

Family voices matter.

The Office of Patient Experience works with:

• more than 200 Patient Family Advisors.
• more than 20 Patient Family Advisory Councils (PFACs).

These family members share their experiences and work with hospital teams to help improve quality, safety, and delivery of care.

Quarterly Net Promoter Score responses

Children’s Mercy patient experience – Net Promoter Score® (NPS)

The Net Promoter Score is measured directly from the question in our survey, ”How likely would you be to recommend this facility to your family and friends?” We know perfection is impossible, but we continue to strive for all ‘9’ and ‘10’ values for this rating. To better understand where we faltered in meeting expectations, we also ask our patients and families to rate other aspects of the experience.