Patient Satisfaction

Keeping Patient Satisfaction High

Team Spotlight: Urogynecology RNs Provide Sensitivity with a Sense of Humor

BWH Press, Ganey® Inpatient Satisfaction Survey results for July-September were down slightly from last quarter, although the hospital continues to maintain its strong ratings relative to similarly-sized institutions.

BWH was ranked at the 82nd percentile overall compared to peer teaching hospitals, and compared to 89th percentile for the third quarter. But in the specific section “overall assessment,” BWH received an impressive 96th percentile rating, just under last quarter’s 98th percentile rating, the highest received since the survey began in 2001.

The mean satisfaction score for all patients (84.3), although slightly down from last quarter’s score of 85, was still a percentage point above last year’s fourth quarter results of 83.8.

“We continue to rank highly on Press, Ganey questions relating specifically to nurses,” said Nancy Kruger, DNSc, RN, vice president, Patient Care Services. “We also have opportunities to do better, which are currently being ad-dressed with initiatives to improve admission and discharge processes and personal issues,” she said.