Hospitals in pursuit of excellence

Quality Care for All

Providing high-quality care to every child has always been the objective at Children's Mercy Hospitals and Clinics in Kansas City, MO. "Extending that idea" helped prompt the equity and diversity initiatives at the 314-bed hospital, says John (J.C.) Cowden, M.D., medical director, Office of Equity and Diversity. Five years ago, Cowden teamed with Karen Cox, executive vice president and chief operating officer, to lay the groundwork. The hospital created an Equity and Diversity Council, with a diverse group of employees, and the Office of Equity and Diversity. Gaby Flores, director, works on strategic planning using the National Quality Forum's framework. Four EDC workgroups focus on areas based on NQF domains, including workforce diversity, patient and family experience, health care and outcomes, and community engagement. In addition, Cowden created the CHICOS Clinic, which trains and supports qualified pediatric residents who speak Spanish to become certifiably bilingual and culturally sensitive. Feedback from residents, patients and families has been overwhelmingly positive, and the hospital is now measuring patient satisfaction and outcomes. In 2010, Children's Mercy released its first Equity & Diversity Annual Report. For more information, contact Flores at giflores@cmh.edu.