Patient Satisfaction
Service
Patient Satisfaction
Baylor Jack and Jane Hamilton Heart and Vascular Hospital collaborates with Press Ganey Associates, Inc. to measure patient satisfaction across the entire patient experience continuum. As a result, Baylor Hamilton Heart and Vascular Hospital has been recognized for the last six years for outstanding patient satisfaction, again receiving the Guardian Award for sustained 95th percentile rankings, benchmarked nationally against more than 1,800 hospitals.
As a consistent nationally recognized award winner, Baylor Hamilton Heart and Vascular Hospital has been bestowed with multiple awards since its inception of the patient satisfaction survey process with Press Ganey. Several hospital leaders and frontline staff attend the yearly Press Ganey National Client Conference to accept the awards as well as learning and sharing best practices, and presenting hospital improvement successes.
Partnering together to create the ideal patient experience is passionately interwoven into all that we do, from individualized care to strategic planning. The result is an award-winning environment that continues to sustain rankings in the top five percent of nationally recognized benchmarks for patient satisfaction.
Brenda Keeton, BA, CMP Service Excellence Manager
OUTPATIENT SURVEY RESULTS Question: Likelihood to recommend
BHVH All PG
INPATIENT SURVEY RESULTS Question: Likelihood to recommend
BHVH All PG
72.8
Mean FY16
90.3
0 20 40 60 80 100
AMBULATORY SURGERY SURVEY RESULTS
BHVH All PG
96.5 94.4
Question: Likelihood to recommend
95.7 95.1
70 76 82 88 94 100
HCAHPS * MEAN SURVEY RESULTS
Mean FY16
70 76 82 88 94 100
Mean FY16
Question: Likelihood to recommend
Key to Satisfaction Measures
Timeframe: FY16 Measurement: Mean Score BHVH: Baylor Hamilton Heart and Vascular Hospital All PG: Comparison group of all hospitals in Press Ganey database HCAHPS: Hospital Consumer Assessment of Healthcare Providers and Systems All PG: National benchmarks comparison of all hospitals in Press Ganey database CMS: Centers for Medicare & Medicaid Services
BHVH All PG
HCAHPS RANK SURVEY RESULTS
Question: Likelihood to recommend
BHVH 96.0
CMS
72.8
0 20 40 60 80 100
71.0
89.5
0 20 40 60 80 100
10