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BWH inpatients have given consistently high marks for hospital services throughout the fiscal year, and the hospital is ending on a high note: satisfaction scores reached the highest mean score ever during July through September, with an overall mean score of 87.6.
The hospital received its highest score since survey use began in January 2001 in all but one category, meals, which recorded its second highest score.
When compared to 500-plus bed reaching hospitals, BWH ranked above the 90th percentile in six categories: admission, nurses, tests and treatments, physician, personal issues and overall assessment.
Nurses and physicians scored in the 99th and 94th percentile, respectively, when compared against other teaching facilities. Both groups also scored a mean of 90.0 or greater in the national database.
“The high scores reflect BWH’s continued focus on improving the patient experience across services,” said Michael Gustafson, MD, MBA, senior vice president of Clinical Excellence. “In the last year, we are seeing direct impact on admission scores from many of the early Emergency Department care redesign efforts, and improvement in discharge scores from implementation of an innovative discharge transport program with the BWH valet service. These are critical efforts, as they are the first and last experiences that many patients and families have at BWH.”
Scores from the Ambulatory survey also remain high, with an overall score of 90.6, its second highest score ever. The highest score was obtained during the third quarter of this fiscal year.
Patient Satisfaction at BWH
The following information is the institutional summary based on the results of the Press Ganey inpatient satisfaction survey during July-September 2010 compared to results from April-June 2010.
*denotes highest ever score for BWH