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Since 2001, Brigham and Women’s Hospital has asked thousands of patients to rate their experience at the hospital on everything from the temperature of meals to the skill of their physicians and nurses through the Press Ganey Inpatient Satisfaction Survey.
In the most recent quarter, July through September, BWH received its highest marks ever on the overall survey score. The hospital’s overall mean score came in at 86.3, or 1.2 points higher than the previous quarter. That score was 3.1 points higher than the overall survey mean score for 500-plus bed teaching hospitals that use Press Ganey, putting BWH in the 96th percentile of its peer group.
In addition, BWH gained its highest-ever inpatient satisfaction scores on nine of 10 sections, including overall assessment. On overall assessment questions, patients gave BWH a mean score of 91.8, which put BWH in the 99th percentile of 500-plus bed teaching hospitals that use Press Ganey.
BWH nurses ranked in the 99th percentile of like-size teaching hospitals, too, with a mean score of 90.4 on the inpatient satisfaction survey, which was answered by 2,425 patients discharged in July, August or September.
“We can all be proud of the care and service we provide to our patients,” said BWH President Gary Gottlieb, MD, MBA. “These scores are an outstanding reflection of the dedication and commitment to our mission.”
The high scores are due, in part, to efforts across the hospital to improve patient discharge, a new television system, an increased number of private rooms and improved food services at the conclusion of a lengthy project to renovate BWH’s kitchens and the rollout of cook-to-order service. Patients’ grades on BWH meals steadily increased over the last four quarters.
This most recent reporting quarter is the first to capture satisfaction data from patients discharged from the Shapiro Cardiovascular Center. Patients in the Shapiro Center rated their rooms with a 91.5 score, and scores for patient satisfaction with staff promptness to a call and the overall noise level of their rooms came in at 92. Scores for those same questions in Connors Center and the Tower also have shown improvement in recent years.