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Inpatient satisfaction at BWH is at an all-time high. During the third quarter of 2010, the hospital received an overall mean score of 87.2, its highest ever, in BWH’s Inpatient Satisfaction Quarterly Report. The overall mean takes into account scores from 10 categories, including admission, rooms, meals, discharge, physicians and nurses.
BWH’s mean is more than two points higher than the national database mean of 85.1, and 2.7 points higher than the 500-plus bed teaching facility mean of 84.5. The most recent quarterly report summarized data from 2,067 survey responses received between April and June 2010.
The report compares BWH to 94 teaching hospitals with 500 beds or more that use the Press Ganey survey. After three consecutive quarters of achieving its goal of scoring in the 90th percentile or above, the hospital dropped to the 89th percentile. “The fact that we reached the goal and then dropped does not mean we’re declining,” said Michael Gustafson, MD, MBA, senior vice president for Clinical Excellence. “Rather, it indicates other teaching hospitals in the survey are improving at a faster rate. The Brigham is still continuing to improve; our highest-ever mean score is evidence of that.”
BWH also scored all-time highs in five other areas: admission, room, nurses, tests and treatment and discharge. The hospital received its second highest score ever in physician, personal issues and overall assessment.
In addition, scores ranking courtesy of transporters are the highest they’ve ever been—at 91.9. This quarter, nurses were rated at 91, the highest score received in that category since BWH began using Press Ganey in 2001.
Patient Satisfaction at BWH
The following information is the institutional summary based on the results of the Press Ganey inpatient satisfaction survey during April-June 2010 compared to results from January-March 2010.
*denotes highest ever score for BWH