Patient and family experience

What families are saying

At Children’s Minnesota, your feedback matters. After each visit, we ask families to share their experience through the NRC Real-time Patient Experience Survey — the same survey used by many children’s hospitals nationwide. We use this feedback to track experience across every department in our hospitals and clinics. Results are routinely updated and shared with staff. Beyond the survey, we routinely listen to, learn from, and co-create with patients and their families through our Families as Partners Program. This collaboration helps us create the best possible care experience for our patients and their families.

Measuring loyalty: Net Promoter Score (NPS)

One key question we ask is on the post-visit survey: “How likely are you to recommend Children’s Minnesota to others?” Families respond on a scale from 0 to 10, and we use those answers to calculate our Net Promoter Score (NPS), a nationally recognized measure of patient loyalty:

• Promoters (9–10) – Highly likely to recommend
• Passives (7–8) – Satisfied, but not enthusiastic
• Detractors (0–6) – Unlikely to recommend

NPS goes beyond satisfaction—it helps us understand how families truly feel about their overall experience and trust in our care.

Image credit: NRC Health

This chart shows the Net Promoter Score
When reading the chart, higher is better.