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Leaders at Lurie Children’s drive these response rates up

Disparities in care quality are an unfortunate feature of the American healthcare system. Serving an equitable care experience to all populations has emerged as an urgent priority for health-organization leaders across the country. Attempts to pursue healthcare equity, however, frequently encounter a major hurdle: data disparity.

Due to language barriers, statistical underrepresentation, and other structural obstacles, many institutions simply do not have the data they need to make meaningful improvements to minority-group care. This was the case at Ann & Robert Lurie Children’s Hospital of Chicago (Lurie Children’s).

Because Lurie Children’s serves a sizeable cohort of Spanish-speaking patients, leaders there wanted to ensure that these patients experienced a quality of experience that was on par with their organizational standards. However, when they consulted family-feedback surveys, leaders found themselves hemmed-in by low response rates among Spanish speakers. Without robust feedback data, they were unsure where to focus their efforts.

To improve the experience for Spanish speakers, leaders needed to drive these response rates up. To do that, they turned to NRC Health’s robust data.

Read the full case study to find out how.