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In This Issue:
BWH surpassed its goal of exceeding the 90th percentile for the third consecutive quarter, finishing the quarter in the 92nd percentile when compared with like-size teaching hospitals that use Press Ganey.
Highlights of the second quarter included the highest score since the survey began a decade ago for Tests & Treatments and the second highest scores in the Admissions, Physicians and Personal Issues categories.
Dorothy Goulart, MS, RN, director for Performance Improvement, attributed the recent upward trend in patient satisfaction scores to the many process improvement efforts underway across the organization, which are having an impact on patients’ and families’ experiences.
“We are working incredibly hard as an institution to ensure that our patients feel recognized and cared for,” said Maureen Fagan, RNP, MS, executive director of the Center for Patients and Families. “This has involved improving and standardizing our processes and increasing our focus on patient/staff interaction. Our increased commitment to patient- and family-centered care is starting to be reflected in our patient satisfaction scores.”
The most recent quarterly report summarized data from 2,281 survey responses received between January and March 2011.
The following information is the institutional summary based on the results of the Inpatient Satisfaction survey during January-March 2011 compared to results from October-December 2010. *denotes highest ever score for BWH