beth israel deaconess medical center a harvard medical school teaching hospital

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GI Care: Patient Satisfaction

Likelihood to Recommend

What are we measuring?

The percent of GI Clinic and GI Endoscopy Suite patients responding that the likelihood of recommending BIDMC for Care as "Very Good".

Why is this important?

Hospitals and clinics typically measure patient satisfaction by asking a series of questions related to their experience, their caregivers and the environment. BIDMC monitors several key areas including how likely patients would be to recommend the hospital to their friends and family. This measure of satisfaction and loyalty provides insight into the overall patient experience and combined with other satisfaction measures, helps us identify opportunities for improvement.

What is BIDMC's performance?

Source of comparison data: Press Ganey National Database Participants

" Source of comparison data: Press Ganey National Database Participants 

What are we doing to improve?

Quality improvement and performance measurement is strong at BIDMC, and patients value prompt, efficient and courteous service. We have engaged in a mystery shopping program, measuring both telephone scheduling and waiting room performance. In both areas, we strive to improve our patients experience through ensuring prompt and polite greeting, ensuring that our patients know our staff members by name, efficiently verifying insurance, and obtaining important registration information updates. We have also instituted a customer service training program staffed by consultants and staff with expertise in customer service. Every employee in our practice participates in formal training, resulting in improved service across all areas of the practice. Our staff also "mystery shops" sister practices and clinics to identify and build upon positive customer service practices and identify new opportunities for further improvement.

Learn about Colonoscopy Care
Learn about ERCP Care

Last Updated: February 10, 2012

Contact Information

Silverman Institute for Health Care Quality and Safety
Beth Israel Deaconess Medical Center
330 Brookline Ave
Boston, MA 02215