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BWH received its highest marks ever in patient satisfaction for four sections of the Press Ganey inpatient satisfaction survey: physicians, nurses, meals and tests and treatments.
Nurses, physicians and tests and treatments have consistently topped the inpatient satisfaction charts since BWH began using the survey six years ago. Recent efforts by Food Services to improve meals—including a new room service program and a more diverse menu featuring tasty dishes—are yielding excellent results, as the scores for meals jumped a whole point from last quarter.
“This quarter’s scores are extremely impressive,” said Michael Gustafson, MD, MBA, vice president of the Center for Clinical Excellence.
From January to March, approximately 2,500 inpatients completed the satisfaction survey, filling BWH in on their contentment with everything from food to care providers to room décor to the admission and discharge processes.
They ranked BWH in the 96th percentile of 500-plus bed teaching hospitals for overall assessment, a rise from last quarter’s ranking in the 90th percentile, and BWH’s second highest score ever.
Press Ganey also highlights BWH’s opportunities for improvement, including noise level in and around patient rooms and pleasantness of room décor. “We continue to make improvements based on patients’ feedback through Press Ganey,” Gustafson said.
See related story below about the improved nurse call system in the Connors Center for Women and Newborns.