August Patient Experience Update 2021

Patient Experience is a program set forth by Cincinnati Children’s Radiology Department to investigate and put into effect ways to make our patients’ and their families’ visit outcomes better. Implemented by our Quality Improvement and Compliance Division (QI), the program seeks to improve overall patient and family experiences. It’s not just about the type of care children receive, but also how they feel when they are here and how we can make it better. Examples of these implementations include redesigning our waiting room area, having our staff introduce themselves when they come and greet our patients, and escorting our patients back when their exam is completed.   

It’s good to know that all our efforts have yielded good results. Here is an update on March’s Radiology Patient Experience data and testimonials from our patients and families: 

August Radiology Patient Experience Update  

How are we doing? 

In August, 90.6 % of the 331 families surveyed gave us a 9 or 10 for “Overall rating of the facility” 

Radiology FY 22 PE Goal is 92.0% 9/10s “Overall Rating” 

Recent Survey Comments 

• You provided excellent care to our rather worried child, keeping him engaged with iPad games. Everyone working with him was explicitly clear as to the timeline of the process. We always are relieved with the quality of care at Children’s. 
• Everyone was amazing!!! Natalie from Child Life really made a connection with our daughter. She even asked about her the next day. Natalie is wonderful at her job!!! 
• I really enjoyed the MRI tech that did my MRI. She was courteous and welcoming especially in a scary time for me and my child. I would like to give her a shout out even though I don’t remember her name. She was absolutely awesome. Checked on me constantly throughout my MRI. Made sure I was okay, make sure my baby was safe and she was absolutely amazing. 
• Child Life Specialist Chelsey was amazing! The registration staff at Radiology was amazing!! Radiologists and techs were amazing! I accidentally locked myself and my child out of the car and Patient Advocate helped us coordinate help. I just can’t say enough about the care my child received and how helpful everyone was to us. 
• Joey the technician was great. Very friendly and informative! Dr. O’Hara was so nice and helped me feel comfortable about the test. He was also very informative and answered all my questions. 
• Everyone was amazing!!! Natalie from Child Life really made a connection with our daughter. She even asked about her the next day. Natalie is wonderful at her job!!! 
• The radiologist was patient with our son, compassionate and understanding.  She made sure he was comfortable and made sure all his questions, worries and doubts were answered. The Dr. was also very patient and answered all our questions and concerns. 
• Mariah was the tech for PET and she was fabulous! My daughter started throwing up with the saline flush (she gets them frequently w/chemo). Mariah tried preservative-free saline and it didn’t make her sick. It sounds like such a small thing, but it made a world of difference and was much appreciated! 
• The tech assistant was very nice and gave my daughter lots of information to prepare her for the test, and the doctor himself had a tremendously good bedside manner. He was kind, funny, made sure that we understood everything, and let us know how we could reach him in the future if we needed to. We really had a great visit. Thank you. 
• My daughter brought her stuffed animal as this has been a new comfort for her this year. I was involved in a very bad motorcycle accident at the end of last year. This year has been hard to say the least, so BunBun (stuffed animal) goes everywhere with us. One of the staff took the time when weighing my daughter to weigh BunBun as well. She even wrote it on the chart to make my daughter feel extra special. This made my day as I have worked in healthcare since 2007. Something so minor that made such an impact on my daughter. 
• Hi, we had a great experience and we always do at Children’s. The staff at the front desk who checked us in was very cordial and very helpful, professional and kind. The technologist who took my daughter in for an X-ray was also very nice and able to answer all my questions. Thank you. 
• Hi, my son is a difficult stick. He’s 14 and he was very anxious about getting an IV for the contrast. And I really appreciated how receptive the staff was to our request for the vascular access team. We didn’t mind waiting and the person who came down was really friendly. They were able to laugh and joke with my son and they got his IV in with the first try.  
• The technician who brought us back and explained the procedure was so kind, easy to talk to and very helpful. The man who took the MRI scans was very kind, caring and thorough too. Overall it was a great experience and they helped to keep my kid calm before and during the MRI. 
• Please tell Molly the ultrasound tech that we are so grateful for our interaction with her! She was extremely calm and careful with our child and talked us through the entire procedure. She eased our worries about the ultrasound procedure and made us all feel comfortable and safe! Children’s is lucky to have her as an outstanding employee! 
• Our daughter’s Child Life Specialist, Emily, and our daughter’s RN, Arlene, coordinated well together to make an extremely unpleasant imaging test (the VCUG) run as smoothly as possible. They both connected with the patient from the very beginning, putting her at ease. They then orchestrated the timing and setting to make it as calm as possible.   
• Every. Single. Staff. Member. From the time this process started to the minute we walked in the door, everyone was courteous and professional. I have never been treated so well as a parent and especially as a parent of a special needs child. The level of professionalism is outstanding! Your organization is OUTSTANDING! 
• Mindy and Gail, the MRI technologists, were great!  The whole process was perfect. 

Quality Improvement and Compliance Division, author; Glenn Miñano, BFA, editor; Meredith Towbin, copy editor