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BWH inpatients have given hospital services high marks over the last year in many categories, including care from providers, admissions, visitor/family support and others. These high marks have pushed hospital inpatient satisfaction scores to all time highs.
Now, for the fifth straight quarter, BWH has placed in the 96th percentile or higher when compared to 500-plus bed teaching hospitals that use the Press Ganey Inpatient Satisfaction Survey. According to the most recent survey for July through September, BWH achieved a mean score of 86.8—the hospital’s second highest to date. That mean score is 2 points higher than the National Database of 84.8 and 2.9 points higher than the 500-plus bed teaching facility benchmark.
“These recent satisfaction scores reflect the continuous commitment of BWH staff to providing patients and their family with the best care,” said Michael Gustafson, MD, MBA, senior vice president for Clinical Excellence. “We should all be extremely proud of the improvements and achievements made over the last few years.”
Nursing maintained its all-time high, once again ranking in the 99th percentile when compared to like-size teaching hospitals that use Press Ganey. Other highlights include categories such as physician, which ranked in the 97th percentile, and visitors and family, which ranked in the 96th percentile.
The hospital’s overall assessment scores continue to go up with this quarter recording a 92.6 mean score, up one point from last year. The assessment category reflects patient responses to questions about teamwork of staff, rate the care received and likelihood of recommending BWH to friends and family.
In addition, the room category saw a steady increase in satisfaction over the last year. Rooms received an all-time high mean score of 82.4, an increase of almost two points from last year. That increase is attributed to both initiatives to increase the percentage of private rooms available for patients, as well as to improve room cleanliness and repair processes.