Patient Satisfaction: Admission Scores Improve

The most recent Press, Ganey® inpatient satisfaction survey scores for October through December 2004 stayed essentially the same from the previous scoring period (July through September), with the hospital raising the overall mean satisfaction score from 84.3 to 84.5. Also, patients' responses to the majority of physician-related questions indicated improvement over last quarter (see chart below).

BWH received its highest admission scores since inception of the survey with a score of 86.5, up from 85.4 last quarter. The obstetric population mean score, at 84.6, was the second highest mean score to date, and both non-obstetric and total BWH population had the second highest mean scores since the beginning of the survey, with a score of 84.5 for both.

“These are tangible results from our hospital-wide commitment to customer service and putting patients first from the front door to discharge,” said Chris Collins, director, Admitting Services. “Our entire staff consistently works hard to make strides in service to our patients, and we must never lose sight of the need to continually improve.”

The survey also highlighted opportunities for improvement with patient rooms, specifically television and call button functions, noise level in and around the room, and pleasantness of room décor. Temperature of the food and explanation of special or restricted diets also indicated room for improvement BWH is addressing these issues in Service Excellence projects and other initiatives underway.