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Thanks in part to speedy, customized room service meal options in more areas of the hospital, BWH received its highest meal scores ever on the Press Ganey inpatient satisfaction quarterly survey report, topping an upward trend during the past four quarters.
“Since we started room service in 2004 in the Connors Center for Women and Newborns and, more recently, rolled it out to the Tower, we have seen a very dramatic jump in positive comments we’ve received from patients through the survey,” said Karen Purdy-Reilly, director of Food Services. “Being able to order what you want when you want it really contributes to overall patient satisfaction.”
Nearly 2,500 patients responded to the Press Ganey satisfaction survey for January, February and March. Patients gave the hospital an overall mean score of 85, putting BWH in the 86th percentile when compared to like-sized teaching hospitals for that quarter. Physicians saw an increase in scores in several categories, and nurse and admissions scores remained consistent with last quarter’s scores.
On the January-to-March quarterly report, patients gave BWH meals a score of 78.2, the highest quarterly score since the hospital began using Press Ganey inpatient satisfaction surveys. That puts BWH in the 63rd percentile—up from the 47th percentile—for meals compared to other 500-plus bed teaching facilities.
In a more recent monthly report, patients gave BWH meals an overall score of 80.4.
“We’ve seen a huge increase and response to the quality of the food now that we’ve gone from a cook/chill system to a cook-to-order service,” said Purdy Reilly. This has affected the quarterly scores of meal temperature as well, which climbed from 75.7 to 77.
With the roll out of room service, staff have been trained to provide excellent service. This was reflected in the most recent scores, as the courtesy of the person serving the food was scored at 83.6, up from 83.4 in the quarter.
“We’re thrilled with the scores. We continually strive to improve our menu and training of staff,” Purdy-Reilly said.
The following information is the institutional summary based on the results of the Press Ganey inpatient satisfaction survey during January-March 2008 compared to results from October- December 2007.