Abstract
Summary This study evaluates the benefits of a leadership-strengthening intervention to improve family experience in a tertiary care pediatric setting in Pakistan. The intervention uses a theory-of-change model to improve four factors centered around employee engagement: vison and purpose, engaging managers, hearing employees, and demonstrating integrity. Subsequently, engaged employees led several quality improvement projects for enhanced patient and family experience. Family experience was measured using the Urdu version of the Child Hospital Consumer Assessment of Healthcare Providers and Systems survey during hospitalization. Overall experience improved (to 92.2% from 74.1%) within the 18–27 months after intervention. During the intervention period, families were three times more likely to recommend the hospital; child comfort, nurse–patient communications, and keeping parents informed about child’s care were indicated as significant drivers of experience. The authors conclude that leadership interventions to promote human-centered practices can improve family experience in health care settings with hierarchical cultures.
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