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In an effort to identify ways to improve care delivered to outpatients, BWH this week began surveying randomly-selected patients from all outpatient practices.
“This survey will enable us to become the ambulatory provider of choice by helping us understand our patients’ perception of how we deliver care,” said Sharon Vitti, vice president of Clinical Services.
Vitti worked with top clinical and administrative leaders of BWH’s outpatient practices, the Center for Clinical Excellence and Press Ganey to develop a patient survey that will generate valuable feedback on patients’ satisfaction with scheduling and check-in, staff courtesy and friendliness and skill of care providers.
Outpatient surveys will be sent to patients twice a year, in the spring and fall. Data will help hospital leaders plan for care delivery improvements and recognize outpatient areas and staff who perform well.
BWH has used Press Ganey surveys to gauge inpatient satisfaction for seven years, gaining valuable data that led to numerous hospital improvement programs. “We are dedicated to improving our care and achieving the highest level of patient satisfaction,” said Michael Gustafson, MD, MBA, vice president of Clinical Excellence.