Patient and Family Centered Care

Brigham and Women’s Hospital is committed to providing patients and their families with the best care experience possible. And we recognize that this involves much more than providing the highest quality medical care and outcomes.  That’s why we have a program that asks our patients to tell us about their total care experience – from the attentiveness of our nursing staff to the cleanliness of the rooms – and then uses that feedback to continuously improve every aspect of their care.

Inpatient Satisfaction Survey

To objectively measure our patients’ overall care experience, we use a third-party study, the Press Ganey Inpatient Satisfaction Survey, to measure patient satisfaction and compare our results with those of nearly 2,000 other hospitals nationwide. Randomly selected patients are asked to assess their satisfaction in ten different categories – overall hospital experience, nurses, physicians, tests and treatments, admission, visitors and family, personal issues, discharge, room and meals. Our commitment to improving every aspect of your care is evidenced by the recent news that we achieved our highest-ever average score in the spring of 2009.  Learn more …

HCAHPS Survey

BWH also participates in the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey, which was developed by the Centers for Medicare and Medicaid Services (CMS), a federal agency responsible for improving national health care quality and patient safety. Similar to the Press Ganey Inpatient Satisfaction Survey, it seeks to measure aspects of the patient experience that aren’t addressed by medical outcomes data. This particular survey asks two or more questions for each of seven quality-of-care categories. BWH consistently scores above the state and national averages in nearly every category. Learn more …

Ambulatory Satisfaction Survey

We use another third-party study, the Press Ganey Medical Practice Satisfaction Survey, to objectively measure our ambulatory patients’ overall care experience and compare our results with those of nearly 2,000 other hospitals nationwide. Randomly selected patients are asked to assess their satisfaction in six different categories – overall visit experience, nurses/assistants, care providers, visit experience, access to care and personal issues. Learn more …

Patient Praise

Although it’s important to use scientific surveys to objectively measure patient satisfaction, we also feel it’s important to give our patients the opportunity to express their feelings in their own words. Read what our patients are saying about us …