Patient Satisfaction Scores Best Ever
The most recent Press, Ganey Inpatient Satisfaction Survey Program®, ranked
BWH at the 89th percentile for similar-sized teaching hospitals in the quality
of patient experiences. And, in the specific section “overall satisfaction,”
BWH received an impressive 98th percentile rating.
This quarter, April to June 2004, the hospital achieved more survey section
scores above the hospital’s 90th percentile target than ever before. Many
service excellence projects, such as Team Communication and Patient Flow being
piloted in Thoracic Surgery and General Medicine and the 2003 Obstetrics Postpartum
Service Excellence project, helped drive these scores upward.
The multidisciplinary teams in these units are trying new rounding and communication
strategies to expedite key discharge steps – including labs, x-rays, prescriptions,
and follow-up appointments. “The rounds are leading to greater patient happiness
about the discharge process. Patients are now hearing a consistent discharge goal
from everyone on their team,” said Marie Krupar, RN, nurse manager on 11
A and C.
With this Press, Ganey survey, the 2003 Obstetrics Postpartum Service Excellence
Team has exceeded 90th percentile ratings for Nursing and Personal Issues questions.
The team initiated a wide range of innovations to achieve this goal. For example,
the Connors Center has implemented a nursing team report at the start of each
shift, as well as a “buddy system.” The latter allows two nurses to
partner-up and share workloads when patients require more intense contact, support
and care at the bedside.
A CWN-wide “Commitment to Care” philosophy statement was also developed
to emphasize high quality, high service care by all providers. These principles
have been incorporated into various communications, recognition programs, hiring
tools and customer service in-services.
“This is a wonderful achievement reflecting many hours, weeks and months
of hard work,” said Michael Gustafson MD, MBA, vice president for clinical
excellence. “The successful scores are the culmination of a three-year upward
trend that we hope will continue as more service excellence initiatives are tested
and implemented throughout the hospital.”