BWH Gets High Marks from Patients

BWH made modest gains in inpatient satisfaction scores or remained consistent in several overall categories in April, May and June, showing slight improvement over the previous quarter, according to the latest results from the Press, Ganey® inpatient satisfaction survey. Nursing scores showed modest gains in four of six categories over the previous quarter, too, as patients gave BWH high marks in overall cheerfulness and teamwork in care delivery, and Press, Ganey® respondents overwhelmingly said they would recommend BWH to friends and family.

“Everyone at BWH should take pride in the fact that our patients consistently rank BWH in the 80th to 90th percentile or better when compared to patient satisfaction scores from other large teaching hospitals,” said Michael Gustafson, MD, MBA, vice president, Clinical Excellence.

Specifically, Obstetrics earned its second highest mean score on the April, May and June inpatient satisfaction survey. The recent scores go above and beyond the consistent favorable feedback received from OB patients since BWH began using the inpatient survey tool in 2001.

This quarter's positive OB scores are driven by ratings from patients receiving care in the Center for Labor and Birth (Connors Center-5). This unit received a mean score of 91.3 and it rated 90 or better on eight of the 10 survey questions this quarter.

“Without a doubt, these great scores are due to our expert nursing staff, most of whom have been here for more than 25 years,” Margaret Hickey, RN, nurse manager for the Center for Labor and Birth, said. “Expectant mothers choose BWH primarily because of our exceptional reputation in labor, delivery and recovery. Our patients come here with high expectations, and we strive to exceed them,” she added.

A birthing mother's intense, eight- to 12-hour stay on Connors Center-5 usually is matched with consistent staffing. Her assigned nurse walks the floor while holding her hand prior to delivery, and, during labor and delivery, that same nurse offers enthusiastic support, encouragement and education.

“There's a special and almost immediate bond between a mother and her nurse,” Hickey said.

Press, Ganey® surveys returned especially high marks for staff helpfulness and friendliness and staff introducing themselves to patients. Birthing mothers gave Labor and Delivery nurses top scores for assistance with breathing and pushing during delivery and promptness in responding to calls.

Identified areas for hospital-wide improvement include several room-related issues like televisions, call buttons, décor, housekeeping courtesy and noise level in and around patient rooms. Also, results indicate a need for enhancements in staff response to patient concern and complaints, staff sensitivity to patient inconvenience and accommodation and comfort for visitors. Many efforts for structural improvement are underway as plans are in place for a new and improved nurse call system in the Connors Center and expansion of room service in the Tower.