Emergency Department Satisfaction Scores

Nationwide Children's Hospital collects patient satisfaction information about our emergency department services. Surveys are randomly distributed to one of every four families that experience our emergency department.

The survey asks patients and their families to rate the care they received on the scale below:

5 = Very Good
4 = Good
3 = Fair
2 = Poor
1 = Very Poor

Our goal is to achieve a perfect score of 5 on all surveys. While we have not yet achieved this very high goal for ourselves, we promise to work continuously to improve our performance so that ALL of our patients and their families will feel we deserve a score of 5.

Listen to Dr. Leslie Mihalov Discuss Emergency Department Patient Satisfaction

Emergency Dept Patient Satisfaction Survey Responses
Survey Questions - On a scale of 1 (very poor) to 5 (very good), how would you rate the emergency department care received in the following areas?	April - June 2012	July - September 2012	October - December 2012	January - March 2013
Arrival	NCH Goal = 5.0	NCH Goal = 5.0	NCH Goal = 5.0	NCH Goal = 5.0
Waiting time before staff noticed your arrival	4.2	4.5	4.2	4.2
Helpfulness of the person who first asked you about your child's condition	4.2	4.3	4.2	4.2
Comfort of the waiting area	3.7	4.2	4.0	4.0
Waiting time before your child was brought to the treatment area	3.6	4.1	3.4	3.5
Waiting time in the treatment area, before your child was seen by a doctor	3.5	3.7	3.3	3.1
Availability of things to do to keep your child from becoming bored	3.1	3.3	3.2	2.9
Nurses	NCH Goal = 5.0	NCH Goal = 5.0	NCH Goal = 5.0	NCH Goal = 5.0
Courtesy of the nurses	4.3	4.4	4.3	4.2
Degree to which the nurses took the time to listen to you and your child	4.3	4.4	4.3	4.2
Nurses' attention to you and your child's needs	4.3	4.3	4.2	4.1
Nurses' concern to keep you informed about your child's treatment	4.2	3.7	4.1	4.0
Nurses' concern for you and your child's privacy	4.3	3.3	4.4	4.3
Doctors	NCH Goal = 5.0	NCH Goal = 5.0	NCH Goal = 5.0	NCH Goal = 5.0
Courtesy of the doctor	4.3	4.5	4.3	4.3
Degree to which the doctor took the time to listen to you and your child	4.2	4.4	4.2	4.1
Doctor's concern to keep you informed about your child's treatment	4.1	4.3	4.1	4.0
Doctor's concern for your child's comfort during treatment	4.1	4.3	4.2	4.0
Tests	NCH Goal = 5.0	NCH Goal = 5.0	NCH Goal = 5.0	NCH Goal = 5.0
Courtesy of the person who took your child's blood	4.0	4.3	4.3	4.2
Concern shown for your child's comfort when his/her blood was drawn	3.9	4.2	4.3	4.1
Waiting time for radiology tests	4.0	4.1	3.9	3.8
Courtesy of the radiology staff	4.4	4.4	4.4	4.4
Concern shown for your child's comfort during the test	4.3	4.3	4.3	4.3
Personal/Insurance Information	NCH Goal = 5.0	NCH Goal = 5.0	NCH Goal = 5.0	NCH Goal = 5.0
Courtesy of the person who took your personal/insurance information	4.2	4.4	4.3	4.2
Privacy you felt when asked about your personal/insurance information	4.2	4.3	4.3	4.2
Ease of giving your personal/insurance information	4.3	4.4	4.4	4.3
Personal Issues	NCH Goal = 5.0	NCH Goal = 5.0	NCH Goal = 5.0	NCH Goal = 5.0
How well were you kept informed about delays	3.3	3.6	3.2	2.9
Staff's sensitivity to your fears and concerns	3.9	4.0	3.9	3.7
How well your child's pain was controlled	3.9	4.0	3.7	3.7
Information you were given about caring for your child at home (e.g. taking medications, getting follow-up medical care)	4.1	4.3	4.2	4.1
Cleanliness in the Emergency Department	4.0	4.4	4.5	4.2
Staff treated you with respect	4.3	4.4	4.3	4.2
Overall Assessment	NCH Goal = 5.0	NCH Goal = 5.0	NCH Goal = 5.0	NCH Goal = 5.0
Overall rating of care received during your child's visit	4.0	4.2	3.9	3.9
Likelihood of your recommending our Emergency Department to others	4.0	4.3	4.0	3.9

Nationwide Children's Hospital
700 Children's Drive Columbus, Ohio 43205 614.722.2000