Children's Hospital serves a large population of children and families from diverse backgrounds. Many are newly arrived immigrants, often not speaking English. In an effort to improve services to such families Children's Hospital hired PRR to conduct a series of key informant interviews with ethnic community leaders, as well as to conduct a series of focus groups with patients, families, referral sources, and Children's hospital staff and physicians. The information from these outreach activities is now being used to develop a train-the-trainer workshop with the ultimate goal of training Children's Hospital staff to better meet the needs of their diverse patient population. Beyond staff training, this research has provided direction to Children's Hospital in regard to structural and procedural changes that can be made to increase satisfaction with their services.