Patient Satisfaction Scores Best EverBWH Nurse - For and about the Nursing Staff of Brigham and Women's HospitalPatient Satisfaction Scores Best EverBWH Nurse - For and about the Nursing Staff of Brigham and Women's Hospital

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Patient Satisfaction Scores Best Ever

The most recent Press, Ganey Inpatient Satisfaction Survey Program®, ranked BWH at the 89th percentile for similar-sized teaching hospitals in the quality of patient experiences. And, in the specific section “overall satisfaction,” BWH received an impressive 98th percentile rating.

This quarter, April to June 2004, the hospital achieved more survey section scores above the hospital’s 90th percentile target than ever before. Many service excellence projects, such as Team Communication and Patient Flow being piloted in Thoracic Surgery and General Medicine and the 2003 Obstetrics Postpartum Service Excellence project, helped drive these scores upward.

The multidisciplinary teams in these units are trying new rounding and communication strategies to expedite key discharge steps – including labs, x-rays, prescriptions, and follow-up appointments. “The rounds are leading to greater patient happiness about the discharge process. Patients are now hearing a consistent discharge goal from everyone on their team,” said Marie Krupar, RN, nurse manager on 11 A and C.

With this Press, Ganey survey, the 2003 Obstetrics Postpartum Service Excellence Team has exceeded 90th percentile ratings for Nursing and Personal Issues questions. The team initiated a wide range of innovations to achieve this goal. For example, the Connors Center has implemented a nursing team report at the start of each shift, as well as a “buddy system.” The latter allows two nurses to partner-up and share workloads when patients require more intense contact, support and care at the bedside.

A CWN-wide “Commitment to Care” philosophy statement was also developed to emphasize high quality, high service care by all providers. These principles have been incorporated into various communications, recognition programs, hiring tools and customer service in-services.

“This is a wonderful achievement reflecting many hours, weeks and months of hard work,” said Michael Gustafson MD, MBA, vice president for clinical excellence. “The successful scores are the culmination of a three-year upward trend that we hope will continue as more service excellence initiatives are tested and implemented throughout the hospital.”