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Overall patient satisfaction scores for physicians, personal issues, visitors and families and Obstetrics reached an all-time high on the Press, Ganey® survey in the most recent quarter. From October through December, patients gave visitor and family services a score of 86.3, physicians a score of 88.7 and personal issues an 85.5 - all of which reflect the highest mean scores since BWH began using Press, Ganey® inpatient satisfaction surveys in 2001. As a department, Obstetrics received a mean score of 92.5, driven by ratings from patients in the Center for Labor and Birth, and continued strong improvement in the Nursing and Personal Issues ratings.
"Clinical, administrative and support staff and volunteers from across the hospital should take pride in these scores, as many have contributed to these section achievements," said Michael Gustafson, MD, MBA, vice president of Clinical Excellence. "Both the overall hospital marks and the high individual section scores are reflective of staff excellence and unwavering dedication to our patients."
For the Overall Rating section, BWH made modest gains on the October to December survey, with patients scoring BWH in the 98th percentile when compared to 500-plus bed teaching hospitals that use Press, Ganey®. Satisfied patients are spreading the word about the top-notch care they receive at BWH. According to the survey, patients gave the hospital a score of 91.5 when asked if they would recommend BWH to others. That puts BWH in the 99th percentile when compared with like-size teaching hospitals.
Scores in several sections reflected improvements. Tests and treatments showed slight gains for every question, including wait time for test or treatment, explanations during test or treatment, and skill and courtesy of the person taking blood and the person starting the IV. The discharge rating also increased, reflecting slight gains in each question, including the explanations about medicines to take after discharge.
Patients have indicated room for improvement in several areas, including call button response, pleasantness of room décor, courtesy and noise level in and around patients' rooms. Such feedback helps BWH in ongoing efforts to improve the quality of patient stays, such as the current noise reduction efforts underway on Tower 5 and 6 by the Hem/Onc Improvement team and replacement of the Connors Center nurse call system in 2006.