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BWH continued to receive top marks from patients on the latest quarterly Press, Ganey inpatient satisfaction survey for admission and tests and treatments. Overall, BWH saw modest gains in January though March from the previous quarter in two sections of the inpatient satisfaction surveys, as patients gave BWH mean scores of 85.8 for admissions and 86.1 for tests and treatments. Compared to October through December of last year, BWH posted modest declines in nine survey sections. Approximately 2,190 patients responded to the Press, Ganey survey during the last quarter.
BWH last quarter received an overall mean score of 84.3, which is 2.3 points higher than the mean score for teaching hospitals with 500 beds or more that use Press, Ganey. That score places BWH in the 79th percentile in that category. Additionally, BWH continued to receive high scores as patients gave BWH a mean score of 86.4 when asked about cheerfulness of the hospital staff; 88.9 for staff working together to care for patients; 91.0 for likelihood of recommending the hospital; and 90.3 for an overall mean score. The last two question scores rank BWH in the 96th percentile or better of 500-bed teaching hospitals that use Press, Ganey.
Patients continued to give BWH solid scores of 90 or better when asked about courtesy and skills of the person who started their IV and the skills of physicians and nurses. In each of those categories, BWH ranks in the 95th percentile of 500-bed-plus teaching hospitals or better.
The January to March survey report indicated several areas where BWH could improve patient satisfaction, including inpatient room environment, meals, explanations of diet restrictions, noise level in and around room and food temperature. BWH is addressing those issues with efforts in Environmental Services, Central Transport, Nutrition and Patient Care Services.