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Right on the heels of the recently launched BW/F Improvement Agenda, the hospital achieved its highest score overall and in six specific sections to date in the most recent patient satisfaction survey conducted by Press, Ganey Associates, Inc. (PGA). The feedback was collected from more than 2,000 patients whose hospital stay occurred from July to September 2003.BWH’s overall mean score for the eleventh round of results placed the hospital in the 82nd percentile when compared to other academic medical centers with more than 500 beds. This marks a significant improvement when compared with the hospital’s placement for the months of July to September of 2001 (Q3), and 2002 (Q7), during which the hospital placed in the 74th and 62nd percentiles respectively (see chart, right, for specific Q3, Q7 and Q11 section scores). “This is the best performance we have seen since introducing the Press, Ganey survey nearly three years ago,” said Michael Gustafson, MD, MBA, executive director, Center for Clinical Excellence. “The hospital has achieved its highest score not only for the overall survey, but also for six of the ten individual survey sections, which is a significant accomplishment on behalf of all BWH staff.”“We expect these scores will continue to go up, as we move forward with the new BW/F Improve-ment Agenda, refining the hospital’s effectiveness and efficiency in achieving our many improvement goals,” added Robert Goldszer, MD, MBA, associate chief medical officer.The Center for Clinical Excellence is responsible for oversight of survey administration and result reporting. For more information, contact Gustafson via email (firstname.lastname@example.org).