To objectively measure our patients’ overall care experience, we measure patient satisfaction using the Press Ganey Inpatient Satisfaction Survey and compare our results with those of nearly 2,000 other hospitals nationwide.
A randomly selected 70% of our patients receive the survey one to two weeks after returning home from the hospital. These patients are asked to assess their satisfaction in 10 different quality-of-care categories:
- Overall hospital experience
- Tests and treatments
- Visitors and family
- Personal issues
Patient satisfaction is a significant part of the overall health care experience. We not only want medical care to be safe and effective, but we also want our patients’ entire stay to be as satisfying as possible. That’s why we want to know things like whether the patient’s family was treated compassionately and whether the room was clean and quiet.
How are we doing?
Thousands of patients have rated their experiences at BWH since the survey program started in 2001, and we’ve used feedback from these patients to steadily improve our performance.
What are we doing to improve?
We intend to take patient satisfaction to the next level through the work of our Service Excellence program. Involving multiple clinical and administrative departments throughout the institution, this program has developed quality improvement initiatives that address our infrastructure and our processes.
Recent improvements include room service for meals, private rooms, upgraded television systems, a health education library, an upgraded nurse call system, quicker room repairs, and the development of a committee to focus on acute pain management. Learn more about our patient satisfaction improvement efforts.
This page was last modified on 11/17/2015