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In This Issue:
Q3 Press Ganey Results Are In
BWH has received the third round of results (Q3) from its 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 July to September 2001.
The hospital switched its patient satisfaction survey vendor to PGA last year and has been receiving results from the PGA-administered survey since January 2001. A chart comparing Q3 to the previous two quarters is shown on page 8.
BWH’s overall mean score for Q3 placed the hospital in the 74th percentile when compared to other academic medical centers with more than 500 beds. This marks a substantial improvement from the hospital’s placement in the 65th percentile in Q1 and a consistent ranking compared to Q2.
In addition, BWH continues to realize high response rates—36 percent of medical/surgical inpatients and nearly 40 percent of obstetrics inpatients voluntarily completed the survey.
According to Paula Johnson, MD, director of Quality Management Services at BWH, PGA results have prompted patient satisfaction improvement initiatives within several departments. In addition, many of the service line Care Improvement Teams have adopted specific patient satisfaction improvement goals. Some of the major initiatives are as follows:
Care Improvement Teams are also working on initiatives related to enhanced emotional support for patients; decreasing environmental noise in patient care areas; improved communication associated with the discharge process and discharge needs of patients and families; and patient education materials that help patients and families plan for their care. Some examples of the education materials are the introduction of a “pregnancy planner” for the Obstetrics Service and a “surgery planner” for the Gynecology Service.
Quality Management Services is responsible for oversight of survey administration and result reporting. For more information, contact G. Troy Tomilonus at ext. 2-8956 or Michael Gustafson, MD at ext. 2-8894. Questions related to BWH’s care improvement teams should be directed to Dorothy Goulart, RN at ext. 2-7729 or by email (dgoulart@partners.org).