Patient Family Experience

Giving families the best possible experience is the core of our mission, something we strive for each and every day. To measure patient satisfaction, the hospital has worked with NRC Health, an outside survey group, since 2012. Since we transitioned to a new vendor, we changed the way our performance is reported. Using an outside survey group ensures feedback is confidential and enables us to compare results with other hospitals.

How It Works

Surveys are routinely mailed to a sampling of families whose children have received care at Lurie Children’s. All data is provided as percentages and categorized by the hospital's fiscal year (September 1 to August 31). 

The following charts show our surveyed families’ responses to the question, "Would you recommend this hospital to your family/friends?” in each of our four main services: inpatient, emergency, surgical and outpatient.

PFE-ED-2021.jpg
Figure1:

Emergency Department
Chart displays the percent of respondents who chose the highest possible rating for the question, "Would you recommend this emergency department to your friends and family?"

Fiscal year 2016, 84.7% (n=346)
Fiscal year 2017, 81.9% (n=1055)
Fiscal year 2018, 83.1% (n=1700)
Fiscal year 2019, 86.2% (n=4628)
Fiscal year 2020, 82.7% (n=4698)

For fiscal years 2016 through 2018, the top box results were based on a 3 point scale. For fiscal years 2019 and 2020, top box results were based on an 11 point scale.

PFE-Inpatient-2021.jpg
Figure2:

Inpatient Services
Chart displays the percent of respondents who chose the highest possible rating for the question, "Would you recommend this hospital to your friends and family?"

Fiscal year 2016, 89.6% (n=845)
Fiscal year 2017, 89.6% (n=1187)
Fiscal year 2018, 88.7% (n=1320)
Fiscal year 2019, 88.4% (n=2423)
Fiscal year 2020, 88.9% (n=2890)

For fiscal years 2016 through 2018, the top box results were based on a 3 point scale. For fiscal years 2019 and 2020, top box results were based on an 11 point scale.

PFE-Surgical-2021.jpg
Figure3:

Surgical Services
Chart displays the percent of respondents who chose the highest possible rating for the question, "Would you recommend this outpatient surgical facility to your friends and family?"

Fiscal year 2016, 92.4% (n=408)
Fiscal year 2017, 89.8% (n=1194)
Fiscal year 2018, 89.4% (n=1602)
Fiscal year 2019, 93.5% (n=2876)
Fiscal year 2020, 93.8% (n=2926)

For fiscal years 2016 through 2018, the top box results were based on a 3 point scale. For fiscal years 2019 and 2020, top box results were based on an 11 point scale.

PFE-Outpatient-2021.jpg
Figure4:

Outpatient Services
Chart displays the percent of respondents who chose the highest possible rating for the question, "Would you recommend this provider's office to your friends and family?"

Fiscal year 2016, 90.6% (n=5113)
Fiscal year 2017, 92.0% (n=27,834)
Fiscal year 2018, 93.4% (n=36,362)
Fiscal year 2019, 90.7% (n=26,784)
Fiscal year 2020, 91.1% (n=28,916)

For fiscal years 2016 through 2018, the top box results were based on a 3 point scale. For fiscal years 2019 and 2020, top box results were based on an 11 point scale.

Changes We've Made

We believe honest feedback helps us learn what we do well, and what we can do better. In addition to surveys, we also gain valuable input through the Family Advisory Board, the Kids' Advisory Board and our commitment to service excellence.

Changes based on patient-family input includes:

  • Implementing room service 
  • Expanding clinical services at our outpatient centers 
  • Helping families better prepare to leave the hospital
  • Designing our state-of-the-art facility to best meet families’ needs. Learn more about our building.

Help Us Improve

Please contact Patient Relations at 312.227.4940 with any feedback or recommendations concerning your experience at Lurie Children’s.