Keeping Patient Satisfaction High
Physician-Related
Section Results
BWH Press, Ganey® Inpatient Satisfaction Survey results for July-September
were down slightly from last quarter, although the hospital continues to maintain
its strong ratings relative to similarly-sized institutions.
BWH was ranked at 82nd percentile overall against other peer teaching hospitals,
compared to the 89th percentile for the third quarter. But in the specific section
“overall assessment,” BWH received an impressive 96th percentile rating,
just under last quarter’s 98th percentile rating, the highest received since
the survey began in 2001.
The mean satisfaction score for all patients (84.3), although slightly down
from last quarter’s score of 85, was still a percentage point above last
year’s fourth quarter results of 83.8.
“We continue to rank highly on Press, Ganey questions relating specifically
to medical staff,” said Robert Goldszer, MD, MBA, associate chief medical
officer. “But we encourage staff to be mindful of opportunities for improving
these scores, and also overall patient satisfaction, currently addressed with
initiatives for refining admission and discharge processes and personal issues,”
he said.
The Center for Clinical Excellence administers the Press, Ganey survey program.
Please send questions or suggestions to Michael Gustafson, MD, MBA, vice president
for Clinical Excellence at mgustafson@partners.org.