We’re Listening

We want to hear about the experience of our patients and families while our pediatric patients are under our care. Striving to provide the highest care possible care to our patient population, we are committed to measuring the patient experience. To do so, we use the HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) survey to help us evaluate the experiences that families and children have when a child is a patient in our hospital. The information we gather in the survey is critical to understanding the quality of care received. We participate in the HCAHPS survey because it is the first national, standardized, publicly reported survey of patients' perspectives of hospital care.

Following discharge, our families are asked to complete a patient satisfaction survey questionnaire should they receive one in the mail. Our survey questionnaire is sent to families by National Research Corporation (NRC). Patient and families’ feedback about their experience at UCSF Benioff Children's Hospital Oakland helps us to identify ways to continually improve the care and services we provide. The overall level of patient satisfaction or "patient experience" is formed by a combination of many factors:

  • Communication
  • Scheduling
  • Patient advocacy
  • Available treatment and medication information
  • Pain management
  • Satisfaction with doctors and patient care staff
  • Teamwork among nurses, doctors and support staff
  • Hospital cleanliness and environment

Putting Patient Satisfaction First

Over the past year, we have been focusing on improving communication between our doctors and nurses so that sharing of information is clear concise and accurate at all times. We believe providing good communication among staff and to our patients and families is key to improving the patient experience and outcome. While we have room for improvement, our survey results in the area of communication continue to improve as we compare ourselves with other children’s hospitals.

We’re listening because your opinion is the heartbeat of our organization.

We strive to make the children within our community healthier. We strongly encourage our families to complete our patient experience survey questionnaire to tell us how we did when caring for their child. Without the voice and perspective of our patients and families, we can’t improve.