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BWH received its highest marks ever on the latest Press Ganey inpatient satisfaction survey quarterly report. In April, May and June, 2,366 inpatients responded to the survey, giving BWH a mean score of 85.1, the hospital’s best ever. That pushed BWH into the 90th percentile of 500-plus-bed teaching hospitals that use Press Ganey.
“It has been our goal to reach the 90th percentile in our overall scores,” BWH President Gary Gottlieb, MD, MBA, said. “That puts us in the top 10 percent of like-size hospitals in inpatient satisfaction, truly a terrific accomplishment because of the hard work, dedication and compassion of everyone at BWH.”
BWH began using the survey in January 2001 to measure how patients view BWH and the friendliness and skill level of employees and staff. In this latest quarter, BWH received its highest marks yet in six of 10 categories: admission, room, tests and treatments, nurses, physicians and overall assessments. Patients gave meals a mean score of 76.7, the second best score in that category in the last six years.
Nurses gained high praise, earning a mean score of 89.4 that puts them in the 99th percentile for like-size teaching hospitals that use Press Ganey. The 89.4 score was matched—but not bettered—by nurses at only two other 500-plus-bed teaching hospitals in the Press Ganey database, which includes several hospitals named to U.S. News & World Report’s Honor Roll of America’s Top Hospitals.
“We know our nurses stand among the best in the country, and that’s exactly what our patients are telling us,” said Mairead Hickey, PhD, RN, chief nursing officer and senior vice president of Patient Care Services.
For the second straight quarter, patients gave physicians their highest ratings since BWH began using Press Ganey. Physicians gained a mean score of 88.9, which matches the previous quarter and puts them in the 89th percentile when compared to like-size teaching hospitals.
BWH has made continuous gains in patients’ overall assessment of the hospital in the last year, too. Over the last four quarters, BWH’s overall assessment mean score has increased from 89.1 to 91.0, and, likewise, BWH’s percentile rank among like-size teaching hospitals in this category rose from the 89th to the 99th percentile.
Over the last three quarters, BWH has seen increased scores by patients asked to rate their room, tests and treatments and food quality. Patients rated the overall care they received at BWH with a mean score of 91.5. When asked if they would recommend BWH to friends and family, patients gave the hospital a score of 92.2. In both of these questions, BWH ranks in the 99th percentile of 500-plus-bed teaching hospitals.