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In This Issue:
One Year of Press Ganey Results Show Upward Trend in Patient Satisfaction
Center for Clinical Excellence - Care Improvement Teams
Since January 2001, Press Ganey Associates, Inc., has administered patient surveys to assess quality and improvement at BWH. The most recent results, based on 2,271 survey responses from January to March 2002 (Q5), provide the first twelve-month comparison of patient satisfaction since BWH changed survey vendors. Recently compiled Q5 data reflects a continued upward trend over the course of the last year.
While improvement has been steadily on the rise since January 2001, results from Q5 were slightly below the previous quarter. “It is reassuring to see an overall growth trend, however, last quarter’s patients are telling us there are still areas for improvement,” said Robert Goldszer, MD, MBA, associate chief medical officer.
“The area of admissions, discharge and personal issues continue to be a focus of hospital-wide improvement campaigns,” said Michael Gustafson, MD, MBA, executive director, Center for Clinical Excellence. “In an effort to implement change on a local level, fifteen leadership teams, spearheaded by department chairmen, nurse managers and attending physicians are developing responses unique to their patient populations,” he added. (See sidebar table)
Maureen McGrath, RN, nurse manager, 10ABCD, 9D and co-leader of the Neuroscience Team has several projects already underway. “Noise levels for patients experiencing cognitive deficits negatively impact perceptions of care,” said McGrath. “A multidisciplinary team worked diligently to correct this problem with posters, signage on patient doors and concerted efforts by all to create a quiet environment. ”
Additionally, the team collaborated with Peter Black, MD, chief, Neurosurgery and Martin Samuels, chairman, Neurology, to develop a Neurosurgical Planner to improve patient satisfaction and outcomes in the discharge process.
In addition to assessing Press Ganey feedback, the Obstetrical Care Improvement Team hosted a patient panel, in which eight, first-time mothers discussed their BWH experience and described their reaction to Press Ganey questions. “The goal of the panel was to gain a better understanding of how patients interpret survey questions in order to identify what improvements would actually meet their expectations,” said Paula Gillette, director, Women’s and Newborn Services and co-leader of the Obstetrics Team. “As a result of our focus group we have already initiated quick responses and devised long-term improvement objectives,” she added. Since the focus group was held, OB has standardized their prenatal curriculum, developed bed-side patient education guides to help facilitate a patient’s understanding of procedures, created a discharge checklist and posted more information about discharge time and instructions.
“With the commitment of our teams, we hope to impact change on a department and area-specific level that will have a ripple-effect throughout the entire organization,” said Gustafson. All BWH employees are encouraged to contact the team leaders listed if they have suggestions for improving patient satisfaction in their respective inpatient clinical areas.