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In This Issue:
As BWH takes Service Excellence to the next level, with the introduction of two new projects for 2004, the hospital continues to achieve exemplary scores in the patient satisfaction survey conducted by Press, Ganey Associates, Inc. (PGA). The feedback was collected from more than 2,000 patients whose hospital stay occurred from October to December 2003 and from January to March 2004.
BWH’s overall mean scores for the 12th and 13th rounds of results placed the hospital in the 78th and 81st percentiles respectively when compared to other academic medical centers with more than 500 beds.
“We are thrilled, once again, that BWH scores for several survey sections, and the overall survey mean, are the highest since this tracking activity began three years ago,” said Michael Gustafson, MD, MBA, vice president for Clinical Excellence. “Service teams in both Obstretrics and Medicine/Surgery should be encouraged that their various improvement efforts are having a positive impact on patient satisfaction trends.”
“This excellent feedback from our patients is a testimonial to the hard work of all staff and employees as well as to our continued efforts, like Service Excellence, to improve patient satisfaction,” added Robert Goldszer, MD, MBA, associate chief medical officer. “There are still opportunities for improvement in areas such as discharge planning and understanding patients’ wishes.”
The Center for Clinical Excellence is responsible for oversight of survey administration and result reporting. For more information, contact Gustafson via email (mgustafson@partners.org).