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As BWH prepares for public reporting of inpatient satisfaction data along with the rest of the country this fall, the hospital is well ahead of many health care institutions because of its ongoing commitment to improve the patient and family experience. (See related story Inpatient Satisfaction Data to Go Public)
"Patient satisfaction is essential to delivering the highest quality medical care possible, and because of that, we continuously track our performance with Press Ganey," said Michael Gustafson, MD, vice president of the Center for Clinical Excellence. "Based on our scores, we're always identifying questions or sections of the survey that can be better, and then we try to work with various BWH staff and teams on improvement strategies."
According to the latest Press Ganey quarterly report for October through December 2006, BWH continues to receive top marks from patients with little change from the previous quarter.
The hospital's overall assessment score of 89.2 was slightly higher than last quarter's 89.1, putting BWH in the 90th percentile when compared with other like-sized teaching hospitals. BWH received a mean score of 91.3 on the question "likelihood of recommending hospital," which puts the hospital in the 98th percentile when compared with 500-bed-plus teaching hospitals. BWH also received mean scores of 86.4 for overall cheerfulness; 89.0 for staff working together to care for patients; and 90.8 for overall rating of care.
The report found modest increases in overall assessment, tests and treatment and rooms, and seven survey sections posted modest declines. Tests and treatment and the skills of physicians and nurses consistently remain among the top rated items. Scores are based on the responses of 2,278 patients.
Staff with ideas for improving the patient and family experience at BWH are encouraged to e-mail Gustafson at mgustafson@partners.org