One Year of Press Ganey Results Show Upward Trend in Patient Satisfaction
Since January 2001, Press Ganey Associates, Inc., has administered patient surveys to assess quality and improvement at BWH. The most recent results, based on 2,271 survey responses from January to March 2002 (Q5), provide the first twelve-month comparison of patientsatisfaction since BWH changed survey vendors. Recently compiled Q5 data reflects a continued upward trend over the course of the last year.
While improvement has been steadily on the rise since January 2001, results from Q5 were slightly below the previous quarter.
“It is reassuring to see an overall growth trend, however, last quarter’s patients are telling us there are still areas for improvement,” said Robert Goldszer, MD, MBA, associate chief medical officer.
“The area of admissions, discharge and personal issues continue to be a focus of hospital-wide improvement campaigns,” said Michael Gustafson, MD, MBA, executive director, Center for Clinical Excellence. “In an effort to implement change on a local level, 15 leadership teams, spearheaded by department chairmen, nurse managers and attending physicians are developing responses unique to their patient populations,” he added. (See story “Center for Clinical Excellence”)