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Click here for Patient Satisfaction survey results at BWH Department Highlight: Connors Center-5 Delivers
BWH made modest gains in inpatient satisfaction scores or remained consistent in several overall categories in April, May and June, showing slight improvement over the previous quarter, according to the latest results from the Press, Ganey® inpatient satisfaction survey.
Patients asked for an overall assessment gave BWH high marks in cheerfulness and teamwork in care delivery, and patients overwhelmingly responded that they would recommend BWH to friends and family. For these overall assessment questions, BWH ranked in the 94th percentile from April to June when compared to like-size teaching hospitals that use Press, Ganey®.
“Everyone at BWH should take pride in the fact that our patients consistently rank BWH in the 80th to 90th percentile or better when compared to patient satisfaction scores from other large teaching hospitals,” said Michael Gustafson, MD, MBA, vice president, Clinical Excellence.
Admissions, for example, demonstrated a rating increase for speed, courtesy of person admitting the patient and the preadmission process. Overall, the mean score in Admissions rose from 84.9 to 86.0, placing BWH in the 81st percentile when compared to other participating 500-plus-bed teaching hospitals. Additional overall gains include quality of meals, physician ratings and how hospital staff deal with patients' personal issues.
Such patient feedback continues to provide guidance and direction as the hospital strives to improve the quality of patient stays. “Knowing areas where we can improve our delivery of care is every bit as important as knowing what we do well,” Gustafson said.
Identified areas for improvement include several room-related issues like televisions, call buttons, décor, housekeeping courtesy and noise level in and around patient rooms. Also, results indicate a need for enhancements in staff response to patient concern and complaints, staff sensitivity to patient inconvenience and accommodation and comfort for visitors. Many efforts for structural improvement are underway as plans are in place for a new and improved nurse call system in the Connors Center and expansion of room service in the Tower.