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