BWH Celebrates Highest Patient Satisfaction Scores To-Date
Nurse-Related Section Results
On the heels of announcing four new customer-focused BW/F Service Excellence initiatives, the hospital achieved its highest overall score ever in the most recent patient satisfaction survey conducted by Press, Ganey Associates, Inc. (PGA). The feedback was collected from more than 2,000 patients whose hospital stay occurred from January to March 2003.
BWH’s overall mean score for the ninth round of results placed the hospital in the 79th percentile when compared to other academic medical centers with more than 500 beds. This marks an improvement from placement in the 69th percentile during the previous quarter. In addition, BWH continues to realize high response rates—
37 percent of medical/surgical inpatients and more than 35 percent of obstetrics patients voluntarily completed this survey.
“This is the best performance we have seen to date, both for the overall survey score as well as almost every individual survey section,” said Michael Gustafson, MD, MBA, executive director, Center for Clinical Excellence. “BWH continues to see consistent progress in most areas, including meals, rooms, and components of the discharge process.”
Dimensions targeted for further focused improvement - including admissions, discharge, visitors and family interactions, and attention to personal issues - will be directly addressed through the new Service Excellence initiatives.
“This is truly something to celebrate,” added Robert Goldszer, MD, MBA, associate chief medical officer. “These numbers indicate that patient satisfaction at BWH is higher than ever, and as our Service Excellence projects gain momentum in the coming months, I am confident that we will continue to see our scores climb.”
The Center for Clinical Excellence is responsible for oversight of survey administration and result reporting. For more information, contact Gustafson via email at (mgustafson@partners. org). Directors and managers are encouraged to contact Drs. Gustafson or Goldszer for reports or other available tools to help enhance patient satisfaction in their areas.