Inpatient Satisfaction Results Remain High
According to the latest Press Ganey report for October through December 2006, BWH continued to receive top marks in patient satisfaction with little change from the previous quarter.
The hospital’s overall assessment score of 89.2 was slightly higher than last quarter’s 89.1, putting BWH in the 90th percentile when compared with other like-sized teaching hospitals.
The overall physician rating remains the same as last quarter at a mean score of 88.4, placing BWH in the 83rd percentile when compared with like-size teaching hospitals in this category. The skill of physicians and nurses remains among the top five questions by percentile ranking when compared with like-size hospitals. In this category, physicians rank in the 98th percentile.
“Patient satisfaction is essential to delivering the highest quality medical care possible, and because of that, we continuously track our performance with Press Ganey,” said Michael Gustafson, MD, vice president of the Center for Clinical Excellence. “Based on our scores, we’re always identifying questions or sections of the survey that can be better, and then we try to work with various BWH staff and teams on improvement strategies.”
The survey indicates opportunities for improvement with patient rooms, specifically television and call button functions, noise level in and around the room and pleasantness of room décor. Courtesy of the staff serving food and explanation of special or restricted diets also are areas for improvement.
Staff with ideas for improving the patient and family experience at BWH are encouraged to e-mail Gustafson at mgustafson@partners.org