Our commitment to care
Your experience matters
At Children’s Health℠, our patient experience vision is to deliver an unparalleled experience, one human connection at a time. We do this through our team’s commitment to providing care that is family-centered, high quality, safe, personalized and collaborative, all in a welcoming and healing environment.
Your voice matters
Patient experience survey process
We value your feedback at Children’s Health. The patient experience survey provides patient families with an opportunity to share feedback about the care they received. The information you provide gives us insights on how we are doing and where we can improve. After your visit, you may receive a survey from our third-party survey vendor, the National Research Corporation (NRC Health), via an email, phone call or text message. You may also be contacted by a Children’s Health team member to learn more about your experience.
Family Advisory Network (FAN)
The Family Advisory Network (FAN) is an active partnership of current and former Children’s Health patients, their families and our team members. This partnership allows us to enhance our patient experience by keeping the patient and family voice at the center of all we do.
We thoughtfully evaluate and select candidates to serve as family advisors who share in our commitment to advancing an unparalleled experience at Children’s Health. Learn more about our Family Advisor Network
Share your story
Did someone go above and beyond in providing you with an unparalleled experience? We want to know! Please share your story.
Nominate a nurse
Want to recognize an extraordinary nurse? Submit a DAISY Award nomination to thank them for the care they provide.
Concern about your care
Sometimes patients and families bring concerns to our attention during or after their visit. Our team will do everything possible to assist in resolving your concern in a timely manner. If you have a concern about your care, our Service Excellence team is here to help and can be reached through our Care Line at 214-456-2273. Additionally, our Patient Financial Services team can assist in questions about billing and insurance.
During your child’s stay
We agree that you know your child best and want your child to be comfortable and safe in our care. We invite you to take charge of your care and be involved with your child’s care plan.
Should you have any questions or concerns about the care your child is receiving, their condition, test results, or treatment plan, please speak with your nurse or a member of your care team.
After your child’s stay
After your visit, you will receive a discharge summary and instructions from your care team.
In addition, you will receive a survey to learn more about your experience during your recent visit. We strongly encourage our patient families to take a few minutes to complete the survey questionnaire to tell us how we did and/or how we can improve the experience for both you and your child. Without the voice and perspective of our patient families, we would not be able to make meaningful improvements.
Questions you may be asked, but not limited to, include:
- Rating your care team's communication
- Rating your care team's courtesy and respect
- Rating your input/say in your child's care
- Rating your likelihood to recommend Children's Health
We thank you for sharing your feedback and allowing us to continually improve the experiences we provide.
Recent patient experience data
For 2023, families completed an experience survey rating their likelihood to recommend Children’s Health based on their recent visit or stay. With over 74,000 survey responses, families rated us a 4.81 out of 5 stars. We are grateful so many families take our survey as it allows us to continually improve the care and experience we provide.
