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BWH Press, Ganey® Inpatient Satisfaction Survey results for July-September were down slightly from last quarter, although the hospital continues to maintain its strong ratings relative to similarly-sized institutions.
BWH was ranked at the 82nd percentile overall against other peer teaching hospitals, compared to the 89th percentile for the third quarter. But in the specific section “overall assessment,” BWH received an impressive 96th percentile rating, just under last quarter’s 98th percentile rating, the highest received since the survey began in 2001.
The mean satisfaction score for all patients (84.3), although slightly down from last quarter’s score of 85, was still a percentage point above last year’s fourth quarter results of 83.8.
In the overall assessment section, nearly all questions received scores substantially above the 90th percentile compared to similarly-sized hospitals. These questions included: • Staff worked together to care for you; • Likelihood of recommending hospital; and • Overall rating of care given.
In other specific results, BWH received its strongest rankings for a variety of care-related criteria including: • Skill and courtesy of person who started your IV; • Skill of physician; • Pain management; and • Nurses’ attitude toward your request.
BWH also saw consistent improvements over the previous year concerning information given to families on patients’ condition/treatment. “These are likely a result of our concentration on better communication between providers and patients. Going forward, we are also focusing on opportunities in admission and discharge processes and personal issues,” said Michael Gustafson, MD, MBA, vice president for Clinical Excellence.