Inpatient Satisfaction Remains at All Time High

Family, Visitor Section Scores Soar

For the last year, Brigham and Women’s Hospital has enjoyed its highest marks ever on inpatient satisfaction surveys. On the Press Ganey inpatient satisfaction surveys, BWH has seen its mean score increase in each of the last four quarters, pushing the hospital into the 98th percentile when compared to teaching hospitals with 500 or more beds that use Press Ganey.

BWH nurses play a significant role in these all-time high scores. In 2006, 2007 and 2008, inpatients gave BWH nurses high marks, consistently giving nurses an overall score between 88 and 89.4. Those scores jumped into the 90s last summer, with a score of 90.4 for the July to September 2008, which was the highest score for BWH nurses since the hospital began using Press Ganey in 2001.

In the most recent quarter, April to June 2009, BWH nurses received their highest scores ever with a 90.5, in a quarter when BWH saw its highest scores across the board in all 10 categories covering admission to discharge and everything in between. The hospital ranked in the 98th percentile compared to 500-plus bed teaching hospital that use Press Ganey, and BWH nurses ranked in the 99th percentile for the fourth consecutive quarter.

“These scores reflect how our care teams work well together. Our nurses, physicians, therapists, social workers and others make families and patients feel welcome and supported,” said Mairead Hickey, PhD, RN, chief nursing officer and senior vice president of Patient Care Services. “Staff from all units in the hospital deliver patient- and family-centered care every day.”

The April to June quarterly results come from 2,486 inpatient surveys. In addition to an overall rating for nurses, patients are asked to rate nursing staff on everything from friendliness to skill. Patients rated nurses as very good and/or good across the board in the last quarter, ranking BWH nurses in the 92nd percentile or better in all six categories that are comparable to 500-plus bed teaching hospital that use Press Ganey.

Additionally, BWH ranked in the 98th percentile in the Family and Visitor section, compared to the 94th percentile last quarter. This quarter is the fourth to capture scores from the Shapiro Cardiovascular Center, where each patient room includes an area for family and visitors, including a bed to accommodate overnight stays of family. At BWH, patient and family care is based on four core concepts: dignity and respect; information sharing; participation in care and decision making; and collaboration in policy, program development and design.

“Our goal is for every encounter with every patient to serve as an example of our philosophy of patient and family centered care,” Hickey said.