In an effort to advance care improvement opportunities in the outpatient setting, BWH has been administering surveys in various ambulatory practices for the last five years. While many hospital staff and employees may be familiar with the inpatient survey program, administered by Press Ganey Associates, in the outpatient setting a similar process is coordinated in-house, under the leadership of the Center for Clinical Excellence and its Performance Measurement and Analysis Group (PMAG).
“BWH is committed to better understanding our patients’ needs and giving them an active voice,” said Michael Gustafson, MD, MBA, executive director, Center for Clinical Excellence. “Our Ambulatory Patient Satisfaction Program provides the tools and analysis necessary to use patient feedback to implement improvement projects.”
Last year alone, the Center collected more than 7,000 surveys across all ambulatory settings, including the Emergency Department and the Pre-Admitting Test Center. Since 1997, various practices and specialty areas have worked with PMAG to help design a survey that fits their needs. Practices work collaboratively with PMAG staff members to decide where, when, and how often surveys are administered, and what aspects of service performance they want to target for feedback.
To learn more about the Ambulatory Patient Satisfaction Program, contact Sophia Lazarides at ext 2-7075 or Troy Tomilonus at ext. 2-8956.