Inpatient Satisfaction Remains at All Time High
BWH inpatient satisfaction has hit the 96th percentile—the highest the hospital has achieved ever on its overall score for the Press Ganey Inpatient Satisfaction Survey—for the second straight quarter.
The October through December 2008 scores in the Physicians, Nursing and Personal Issues sections also were exceptional, with Nursing maintaining its all time highest ranking in the 99th percentile and physicians ranking in the 90th percentile when compared to 500-plus bed teaching hospitals that use Press Ganey.
“We are celebrating increases in mean scores for several sections this quarter, with perhaps the most striking increase reflected in the Family and Visitor section,” said Michael Gustafson, MD, MBA, senior vice president of the Center for Clinical Excellence.
In that section, BWH ranks in the 94th percentile, compared to the 89th percentile last quarter. This quarter is the second to capture scores from the Shapiro Cardiovascular Center, where each patient room encompasses a special area for family and visitors, including a bed to accommodate overnight stays of family.
“We have a beautiful new building in the Shapiro Cardiovascular Center, but it is the entire team—nurses, physicians, therapists, social workers and others—that makes families and patients feel welcome and supported,” said Mairead Hickey, PhD, RN, chief nursing officer and senior vice president of Patient Care Services. “Staff from all units in the hospital deliver patient- and family-centered care every day.”
In the past few years, the hospital launched a Patient and Family Advisory Committee and several pilot projects to advance patient-centered care. At BWH, patient and family care is based on four core concepts: dignity and respect; information sharing; participation in care and decision making; and collaboration in policy, program development and design.
The advisory committee supported the hospital’s new philosophy statement on patient and family centered care to identify core elements for family presence and to begin to shape implementation efforts. Pilot projects are underway in the Neonatal Intensive Care Unit and Cardiovascular Services, and patients and families have advised in Oncology for several years.
Physician-Related Section Results
|
Percentile compared to teaching hospitals with more than 500 beds. |
BWH Mean Score (0-100) |
Survey Questions |
Oct-Dec |
Oct-Dec |
July-Sept |
Physician rating |
90 |
89.1 |
89.2 |
Time physician spent with you |
83 |
84.1 |
84.0 |
Physician concern of questions/worries |
89 |
88.9 |
89.2 |
Physician kept you informed |
89 |
87.4 |
87.9 |
Friendliness/courtesy of physician |
94 |
91.6 |
92.0 |
Skill of physician |
97 |
94.6 |
94.5 |