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Spine Center Outpatient Satisfaction

Patients considering BIDMC for Spine Care may want to know about the experiences of other patients with our services.

Experience with Care Provider

What are we measuring?

Bundled in the Experience with Care Provider score are the patients' responses to the following questions: 

  • Friendliness/courtesy of the care provider 
  • Explanations the care provider gave you about your problem or condition 
  • Concern the care provider showed for your questions or worries 
  • Care provider's efforts to include you in decisions about your treatment 
  • Information the care provider gave you about medications 
  • Instructions the care provider gave you about follow-up care 
  • Degree to which care provider talked with you using words you could understand 
  • Amount of time the care provider spent with you 
  • Your confidence in this care provider 
  • Likelihood of your recommending this care provider to others

Score reflects the percent of patients responding "Very Good" to these questions

Why is this important?

These questions are not only designed to give us perspective on how we listened and responded to you, but also allow us to understand the quality and quantity of information your care provider shared with you. These measures provide insight into this unique part of the patient experience and combined with other satisfaction measures, help us identify opportunities for improvement.

What does our performance tell us?

The chart below shows how BIDMC's performance compares to a large national database as well as a custom comparative database of other 'like' academic medical centers in the eastern U.S. Look for big differences in the scores. Small differences may not reflect real differences in performance (i.e., they may not be statistically significant).

Source of comparison data: Press Ganey National Database Participants (n=702 sites)Press Ganey Custom Comparative (n=51 sites)

During the 1st Quarter of FY12 period, 62% of Spine Center patients surveyed responded "Very Good" when asked to comment on their Experience with Care Provider. A custom comparative database of 'like' academic medical centers in the eastern U.S. reports that 78% of patients respond "very good" to the same questions during the same period. A national database reports that 77% of patients respond "very good" to the same questions during the same time period.

What are we doing to improve?

We are seeking to improve our understanding of how we can improve the patient care experience. In collaboration with the Patient Family Advisory Council, we will be recruiting patients to participate in a 90 minute focus group. We will ask questions in an effort to help us understand how our providers can create a more positive encounter. Our plan is to conduct the focus the group in April, 2012.

Care Provider Efforts
to Include Patients in Care Decisions

What are we measuring?

Patients' perceptions of the care providers' efforts to include patients in decisions about their care and treatment
Score reflects the percent of time that patients answered "Very Good".

Why is this important?

Studies suggest that patient involvement in care decisions improves how well patients are able to follow treatment guidelines and improve treatment results. Additionally, involvement from the initial contact with a specialist helps a patient prepare for the intervention. Patient information is especially helpful for understanding pain management. Involvement in decisions also improves coordination among physicians, patients and families and overall creates an opportunity for patients to be more understanding of treatment options and aspects of recovery.

What does our performance tell us?

The chart below shows how BIDMC's performance compares to a large national database as well as a custom comparative database of other 'like' academic medical centers in the eastern U.S. Look for big differences in the scores. Small differences may not reflect real differences in performance (i.e., they may not be statistically significant).

Source of comparison data: Press Ganey National Database Participants (n=702 sites)Press Ganey Custom Comparative (n=51 sites)

During the 1st Quarter of FY12 period, 60% of Spine Center patients surveyed responded "very good" when asked to comment on their Care Provider Efforts to Include Patients in Care Decisions. A custom comparative database of 'like' academic medical centers in the eastern U.S. reports that 77% of patients respond "very good" to the same questions during the same period. A national database reports that 76% of patients respond "very good" to the same questions during the same time period.

What we are doing to improve our performance

Patients value the opportunity to review and ask questions about treatment options. To ensure that our spine patients have the information they need to assist them in making informed care decisions, we are working with our Patient Family Advisory Council (PFAC) to improve our understanding of patient preferences and identify additional opportunities and approaches to engaging our patients in their care.   Learn more about BIDMC's Patient Family Advisory Councils and the ways in which these dedicated volunteers are help us improve our services across the medical center.

Overall Assessment

What are we measuring?

Bundled in the Experience with Care Provider score are the patients' responses to the following questions:

  • Overall cheerfulness of our practice 
  • Overall cleanliness of our practice 
  • Overall rating of care received during your visit
  • Score reflects the percent of patients responding "Very Good" to these questions.

Why is this important?

These questions give us a broader sense of patients' experience and their likelihood of recommending BIDMC to others. These measures provide insight into the overall patient experience and combined with other satisfaction measures, help us identify opportunities for improvement.

What does our performance tell us?

The chart below shows how BIDMC's performance compares to a large national database as well as a custom comparative database of other 'like' academic medical centers in the eastern U.S. Look for big differences in the scores. Small differences may not be statistically significant.

Source of comparison data: Press Ganey National Database Participants (n=702 sites)Press Ganey Custom Comparative (n=51 sites)

During the 1st Quarter of FY12 period, 60% of Spine Center patients surveyed responded "very good" when asked to comment on their Overall Experience with care. A custom comparative database of 'like' academic medical centers in the eastern U.S. reports that 77% of patients respond "very good" to the same questions during the same period. A national database reports that 76% of patients respond "very good" to the same questions during the same time period.

What we are doing to improve our performance

To better understand patient preferences and identify additional opportunities and approaches to improving our services to Spine Center patients, we have initiated an effort with our Patient Family Advisory Council (PFAC). Learn more about BIDMC's Patient Family Advisory Councils and the ways in which these dedicated volunteers are help us improve our services.

Likelihood to Recommend

What are we measuring?

The percent of patients responding "Very Good" when asked about the likelihood of recommending BIDMC for outpatient spine care.

Why is this important?

Hospitals typically measure patient satisfaction with outpatient care by asking a series of questions related to their experience, their caregivers and the environment. The Spine Center at BIDMC monitors several key areas including how likely patients would be to recommend the Center 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 large national database as well as a custom comparative database of other 'like' academic medical centers in the eastern U.S. Look for big differences in the scores. Small differences may not be statistically significant. 

Source of comparison data: Press Ganey National Database Participants (n=702 ites) Press Ganey Custom Comparative (n=51sites)

During the 1st Quarter of FY12period, 62 of Spine Center patients surveyed responded "very good" when asked to comment on what is the likelihood of recommending the Spine Center at BIDMC for care. A custom comparative database of 'like' academic medical centers in the eastern U.S. reports that 79 of patients respond "very good" to the same question during the same period. A national database reports that 78% of patients respond "very good" to the same question during the same time period.


Last Updated February 25, 2012

Contact Information

Silverman Institute for Health Care Quality and Safety
Beth Israel Deaconess Medical Center
330 Brookline Ave
Boston, MA 02215
617-667-1325