Stories about: patient experience

A thank you from Gavin, the ‘biggest little fan’

Gavin is treated at Boston Children's Hospital for a tumor. My wife, Rebecca, and I are forever grateful for the compassionate care we received at Boston Children’s Hospital. This is our story — an emotional roller-coaster with a very happy ending.

In early March, our nanny Eida discovered a lump on the lower back of our infant son, Gavin.

As we began to see various doctors locally, we were told the lump was something common and benign, but we never got a solid diagnosis. Imaging was inconclusive and an oncologist told us over the phone, “I wish I could tell you this is benign, but at this point, I cannot.” One option presented to us was to remove the entire tumor without a diagnosis.

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Patient feedback matters: A look inside the emergency department

20160310_EDbadges-3Wearing their new color-coded badges: Dr. Matthew Eisenberg, Attending Physician, Emergency Medicine; Fran Damian, Nursing Director, Patient Care Services; Jason Dupuis, Director of Admitting and Emergency Services

If your child has spent time at Boston Children’s Hospital recently, you may have received a survey in the mail or by email asking about your visit. These surveys are part of a hospital-wide initiative begun almost a year ago, to help us evaluate our patients’ experience.

“Listening to patients and families helps us do our jobs better and improve the care future patients receive,” says Dr. Sara Toomey,  medical director of Patient Experience at Boston Children’s. Toomey’s colleagues get together every month to review the surveys and share out the learnings as appropriate.

Jason Dupuis, director of Admitting and Emergency Services, has received valuable feedback about the emergency department (ED) from the surveys. “Our families are very perceptive about what’s going on. Many of their comments are spot on.” The ED recently made three improvements in response to these comments.

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