At Brigham and Women’s Hospital we use the Press Ganey Medical Practice Satisfaction Survey to objectively measure our ambulatory patients’ overall care experience and compare our results with those of nearly 2,000 other hospitals nationwide. Ambulatory patients are those whose medical procedures and care did not require an overnight hospital stay.
Surveys are sent weekly to randomly selected patients, about three to four weeks after their visit. Patients are asked to assess their satisfaction in six different categories:
We not only want to provide excellent medical care, but also the highest level of customer service. The survey helps our caregivers monitor their performance and identify opportunities for improvement.
We have seen a steady increase in both our average score and our ranking among large academic medical centers. This trend is the result of listening to our patients' needs and making improvements on a continual basis.
The Ambulatory Council at Brigham and Women’s Hospital has overseen the development of a comprehensive strategic plan for ambulatory services. Council membership is composed of clinical and administrative leaders and consumers from a variety of disciplines within ambulatory services.
The Council has primarily focused on improving the patient experience, specifically by reviewing our overall patient satisfaction survey results, setting goals, and creating initiatives that focus on our opportunities for improvement: physical environment, comfort, and communication.
Along with the goals and initiatives set forth by the Council, each department sets its own practice-specific goals and initiatives after reviewing its survey results.
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