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When it comes to physicians, nurses, tests and treatments and personal issues, patients continue to rank BWH in the upper echelon of hospitals that use the Press, Ganey Inpatient Satisfaction Survey. In the most recent reporting quarter, BWH ranked in the 96th percentile in overall assessment when compared to 500-plus bed teaching hospitals that use the Press, Ganey inpatient surveys.
From April to June, more than 2,000 inpatients—or about 30 percent of all inpatients during that time—completed the satisfaction survey in the third quarter for fiscal year 2006. They ranked BWH in the 95th percentile of 500-plus bed teaching hospitals when asked if the staff “worked together to care for you,” and in the 98th percentile on the likelihood of recommending BWH to friends and family.
Additionally, inpatient survey respondents ranked BWH in the 91st percentile when asked about overall nursing and tests and treatments. Inpatient survey scores placed BWH in the 89th percentile on personal issues and the 88th percentile on physician-related questions.
In overall mean scores, BWH made slight advances or remained the same in six of 10 overall categories and posted slight declines in four of those categories for April through June when compared to the previous quarter. Over the last three quarters, BWH has seen consistent increases in mean survey scores on room cleanliness and comfort during tests and treatments.
The April to June survey results identified opportunities for improvement. Specifically, survey respondents pointed to inpatient rooms including televisions, call buttons, noise level in and around the room and pleasantness of room décor. Quality of meals and courtesy of the person serving food are areas for improvement, according to the latest quarterly report. See the related story on page 1 about BWH’s new Room Service program.