Outcomes 2018 - Baylor Scott & White Heart and Vascular Hospital | Page 19

Leadership at Baylor Scott & White Heart and Vascular Hospital , both the Dallas and Fort Worth locations , collaborates with the nationally recognized vendor , Press Ganey Associates , Inc ., to provide national , regional and specialty compared patient satisfaction measurements across the care continuum .

Patient satisfaction details , including scores , trends and patient comments , are reviewed regularly by multiple stakeholders including the manager of service excellence , board of managers , hospital leaders and staff at all levels , as well as physicians on the medical staff . Areas of success are celebrated regularly . Opportunities for improvement are given priority in both clinical and non-clinical venues , councils and multi-level taskforces for process improvement development . Improvements are then identified for best practices and a plan established to support sustainment .

Baylor Scott & White Heart and Vascular Hospital has been recognized for the past decade for outstanding patient satisfaction and , in fiscal year 2018 , again received the Press Ganey Guardian of Excellence Award ^® for sustained 95th percentile rankings , benchmarked against more than 1,800 hospitals nationally for the inpatient patient population . This continued recognition for excellence in patient satisfaction and the patient experience is a testament to a team focused on compassionate communication at every step of the patient ’ s journey .

The scores identified in this section reflect the individual fiscal year 2018 outcomes of the respective patient populations for Dallas and Fort Worth campuses .

KEY TO SATISFACTION MEASURES

• Time frame : FY18

• Measurement : Mean Score

• BSWHVH : Baylor Scott & White 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

0 20 40 60 80 100

Outpatient Survey Results ( Mean FY18 ) Question : Likelihood to recommend

BSWHVH 96.5 2,990 % All PG

94.4 %

0 20 40 60 80 100

Inpatient Survey Results ( Mean FY18 ) Question : Likelihood to recommend

BSWHVH 91.32,990 %

All PG

72.7 %

0 20 40 60 80 100

Ambulatory Surgery Survey Results ( Mean FY18 ) Question : Likelihood to recommend

BSWHVH - Dallas 96.7 %

BSWHVH - Fort Worth 84.7 %

All PG *

83.2 %

0 20 40 60 80 100

HCAHPS * Survey Results ( Mean FY18 )

Question : Likelihood to recommend

BSWHVH - Dallas 90.5 % 2,990 All PG *

72.6 %

0 20 40 60 80 100

0 20 40 60 80 100

0 20 40 60 80 100

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