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 does our performance tell us?
The chart below shows how BIDMC's performance compares to a national comparative database. Look for big differences in the scores. Small differences may not be statistically significant.
Source of comparison data: Press Ganey National Database Participants (n=652 sites)
At BIDMC, over 80 GI Clinic patients responded to the survey during the 1st Quarter of FY12 period and 81% of them responded "very good" when asked to comment on what is their likelihood of recommending BIDMC GI Clinic for care. A national database reports that 78% of patients respond "very good" to the same questions during the same time period.
Source of comparison data: Press Ganey National Database Participants (n=913 sites)
At BIDMC, over 80 GI Endoscopy patients responded to the survey during the 1st Quarter of FY12 period and 81% of them responded "very good" when asked to comment on what is their likelihood of recommending BIDMC for GI Endoscopy Care. A national database reports that 82% of patients respond "very good" to the same questions during the same time period.
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.
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Last Updated: February 10, 2012