Connors Center-7 Gets High Marks

Gynecology and Gynecologic Oncology staff continue to lead BWH with inpatient satisfaction scores measured quarterly by Press, Ganey®. In addition, Connors Center-7 patients' survey responses consistently put this service line in the 99th percentile when compared with other 500-plus bed academic hospitals that use the same patient satisfaction measurement system.

In February and March, BWH's Center for Clinical Excellence shadowed and interviewed Connors Center-7 staff and patients. “We wanted to understand the floor's processes and see what best practices might be translatable to other inpatient service lines,” said Michael Gustafson, MD, MBA, vice president of Clinical Excellence.

The three-week study found consistent staff and patient relationships, constant communication and collaboration, a true no-blame environment and strong leadership-all of which contribute to a high-quality experience for patients and their families. Many staff members commented about feeling valued and appreciated by their peers and supervisors. They also praised the efficient and seamless flow of information throughout the unit, both among staff and between staff and patients and families.

Physicians enjoy consistent relationships with their patients. Residents and fellows begin and end their days with patient visits, and the attending physician routinely sees each patient at least once a day.

“Our standard of care in this service provides patients with a strong sense of caring, commitment and continuity by the entire staff,” said Ross Berkowitz, MD, director of Gynecology and Gynecologic Oncology.