Child and caregiver voices about inpatient care: What do they report as positive and as needing improvement?

Abstract

PurposeIn pediatric healthcare, patient satisfaction queries exclude children and solicit quantitative ratings from caregivers. We sought satisfaction perspectives from hospitalized children 7 to 17 years and their caregivers by qualitatively analyzing interview responses. Design and methodsEnglish and Spanish-speaking children and their parents on five inpatient units completed two open-ended questions about their satisfaction at hospital discharge (T1, face to face) and 7 to 10 days later (T2, telephone). The questions asked about what was good and what could be better at the hospital. Responses were analyzed using descriptive semantic content analysis and consensus coding methods. ResultsPatients' mean age was 11.9 years (SD = 3.17); 51% were male. At T1, 362 patients offered 833 responses; 600 parents offered 1496 responses. At T2, 252 patients offered 552 responses; 488 parents offered 1290 responses. At T1 and T2, the most frequent patient response to what was good was ‘Staff took good care of me’ and for caregivers was ‘Staff behaving professionally’. At T1, the most frequent patient response about what could be better was ‘more activities for kids’, and at T2, ‘Nothing’ and ‘More food options and better food quality’; for caregivers at T1, ‘Nothing’ and ‘Not liking the physical space’, and at T2, ‘Nothing’, and ‘More communication and professionalism from hospital staff’. ConclusionsPediatric patients and their caregivers are willing and able to offer perspectives about satisfaction with care, and suggestions for improvement before discharge. Practice implicationsPediatric patients and their caregivers' perspectives about care yield actionable recommendations for hospital systems.