Patient Satisfaction Scores Best Ever
Physician-Related Section Results
The most recent Press, Ganey Inpatient Satisfaction Survey ProgramĀ®, ranked BWH at the 89th percentile for similar-sized teaching hospitals in the quality of patient experiences. And, in the specific section “overall satisfaction,” BWH received an impressive 98th percentile rating.
This quarter, April to June 2004, the hospital achieved more survey section scores above the hospital’s 90th percentile target than ever before. Many service excellence projects, such as Team Communication and Patient Flow being piloted in Thoracic Surgery and General Medicine, helped drive these scores upward.
The multidisciplinary teams in these units are trying new rounding and communication strategies to expedite key discharge steps – including labs, x-rays, prescriptions and follow-up appointments. “As a new part of the team, I am impressed with the communication across all levels of the patient care team. This reflects a strong commitment to timely treatment plans by a multidisciplinary team, resulting in excellent care for thoracic patients,” said Christopher Ducko, MD, a thoracic fellow.
“The successful scores are the culmination of a three-year upward trend that we hope will continue as more service excellence initiatives are tested and implemented throughout the hospital,” said Michael Gustafson MD, MBA, vice president for clinical excellence.
The Press, Ganey satisfaction survey program is administered by the Center for Clinical Excellence. For questions or suggestions for improvement opportunities, Dr. Gustafson may be contacted at mgustafson@partners.org.