Every parent knows, kids are gonna eat what they're gonna eat. And if they don't like it? Forget it. That was the situation in Panorama City Medical Center, where only half of the parents surveyed said their kids liked the food. That's a recipe for unhappiness. The pediatrics team then worked with Fontana Medical Center which had success with kid-friendly cuisine. They created restaurant-style menus with images of zoo animals, and offered items like peanut butter and jelly sandwiches. Their service scores for satisfied parents soared to 87.5 percent in 10 months.
Here's What Worked
- Following the successful practice of another team that solved the same problem
- Offering kid-friendly food like peanut butter and jelly sandwiches
- Creating restaurant style menus with imagery of zoo animals
What can your team do to listen to the voice of the patient? And how could your team learn from other teams that have tackled challenges similar to yours?