Survey Results Continue to Shape BWH Improvement Efforts

While Press, Ganey® inpatient satisfaction surveys for January through March recorded solid scores for BWH, quarter scores showed slight decreases from the previous quarter (October through December). The hospital's overall patient satisfaction consistently ranked at 84.

“What we've seen, however, since BWH first administered Press, Ganey's survey a few years ago is a steady and gradual increase in overall patient satisfaction,” said Michael Gustafson, MD, MBA, vice president, Clinical Excellence.

“While we certainly are attentive and strategic about opportunities for improvement as identified by the survey, we are pleased with the overall satisfaction our patients are displaying through the survey,” Gustafson added, explaining that survey data has been key to driving many of the former and ongoing Service Excellence projects.

The hospital received an overall assessment score of 89, marking the eighth time in 13 quarters that the hospital has received an overall assessment of 89 or better. And that score puts BWH in the 93rd percentile when compared to 500-plus bed teaching hospitals that use Press, Ganey®.

The nearly 2,200 inpatients surveyed from January to March gave BWH high marks for tests and treatments related to IVs and phlebotomy, with scores of 86.2 to 90.4, putting BWH in the 94th to 99th percentile. Also, BWH gained high marks on personal issues questions such as staff inclusion of patients in treatment decisions and pain control.