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In This Issue:
IMPROVEMENT HIGHLIGHT: Emergency Department
BWH’s scores for the most recent patient satisfaction survey conducted by Press, Ganey, Associates Inc. (PGA) were consistent with last quarter and marked an improvement from the same quarter last year. The feedback was collected from more than 2,000 patients whose hospital stay occurred from April to June 2003.
BWH’s overall mean score for the tenth round of results was 83.4, which placed the hospital in the 77th percentile when compared to other academic medical centers with more than 500 beds. In addition, BWH continues to realize high response rates—33.1 percent of medical/surgical inpatients and more than 35.2 percent of obstetrics patients voluntarily completed the survey.
Dimensions that were targeted for further advancement during last quarter have shown improvement. This includes admissions, discharge, patient and family relations, including visitor and family interactions, and attention to personal issues—all of which are themes being addressed by the four ongoing Service Excellence initiatives at BWH.
The Center for Clinical Excellence is responsible for oversight of survey administration and result reporting. For more information, contact Executive Director Michael Gustafson, MD, MBA via email at (mgustafson@partners.org).