As part of our commitment to quality and patient satisfaction, we listen to what families have to say about their experiences and continually work to make improvements to our delivery of care. Our consistently high performance scores in patient satisfaction make the hospital a benchmark of excellence for all hospitals, not just children’s hospitals.
Throughout the year, hundreds of telephone surveys are conducted with randomly selected parents (or guardians) of patients discharged from the hospital. Input from our patients and their families is essential in helping us to improve the quality of care at Children's Hospital & Research Center Oakland.
Below is a sample of comments received from the parents of our patients. We aim to achieve a “perfect” score of 10, but are very proud to have consistently achieved scores of 9 and higher.
Recent patient and parent comments:
“I wish to commend with all my heart the entire staff at Children’s Hospital!! …we had NO idea just how top-notch every employee would be.”
“It seemed obvious that customer service/customer relations is taken extremely seriously in your facility. Each employee truly cares and everyone was attentive, courteous, and helpful at all times.”
“The front desk receptionist had a truly beautiful personality and though we were very stressed, she treated us with great sensitivity and nice conversation.”
“I thank Oakland Children’s Hospital’s entire staff for taking such excellent care of patient and family. It was nothing short of light at the end of a dark tunnel. We are all so grateful your facility is available. Thank you!”
“I am very grateful for Children’s Hospital. They were very helpful for me and my daughter.”
“They are the best hospital ever. We love them.”
“Everyone was so educated and the staff there was always helpful. Everyone in my family loves Children’s Hospital.”
“A great place with great doctors.”
What We Have Learned:
On a scale from one to ten, patients and families have rated our care overall as excellent.
Most recently, our families scored our services with a near perfect 9.6 in the areas of satisfaction with physician service quality, as well as with the likelihood of recommending our services to others. Children’s Hospital & Research Center Oakland is a benchmark of excellence for other hospitals and all our employees are charged with maintaining that level of satisfaction.
What We Are Doing to Improve:
Equally important is the feedback highlighting opportunities for improvement in both our inpatient and outpatient care. All feedback is reviewed on a quarterly basis and incorporated into our ongoing improvement strategies.