Patient Satisfaction
Leadership at Baylor Jack and Jane Hamilton 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.
Baylor Jack and Jane Hamilton Heart and
Vascular Hospital has been recognized
for the past eight years for outstanding
patient satisfaction and, in fiscal year 2017,
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. The continued excellence in patient
satisfaction and patient experience is testament to a team focused on
compassionate communication and caring connection at every step
of a patient’s journey.
Consistently, for HCAHPS, Baylor Hamilton Heart and Vascular
Hospital leads Baylor Scott & White Health for HCAHPS
mean score.
BHVH:
All PG:
HCAHPS:
All PG:
CMS:
Measurement: Mean Score
Baylor Hamilton Heart and Vascular Hospital
Comparison group of all hospitals in Press Ganey database
Hospital Consumer Assessment of Healthcare Providers and Systems
National benchmarks
comparison of all hospitals
in Press RESULTS
Ganey database
OUTPATIENT
SURVEY
Centers for Medicare & Medicaid Services
Question:
Likelihood
to recommend
OUTPATIENT
SURVEY
RESULTS
Mean FY17
AMBULATORY SURGERY
– Brenda
Keeton, BA, CMP
SURVEY
RESULTS
AMBULATORY
SURGERY
Service Excellence Manager
Question:
to recommend
SURVEY Likelihood
RESULTS
Mean FY17
Question: Likelihood to recommend
Mean FY17
BHVH
90.9
All PG
BHVH
83.5
90.9
20
Question: Likelihood to recommend
Mean FY17
Question: Likelihood to recommend
Mean FY17
BHVH
BHVH
BHVH
All PG
All PG
All PG 70
70
70
Mean FY17
76
76
76
82
82
82
96.5
96.5
96.5
94.4
94.4
94.4 94
94
88
88
88
100
100
100
94
40
60
80
HCAH
HCAH
HCAH
Quest
Quest
Quest
BHVH
BHVH
BHVH
All PG
All PG
All PG
CMS
CMS
CMS 0
0
0
INPATIENT SURVEY RESULTS
INPATIENT SURVEY RESULTS
INPATIENT
SURVEY
RESULTS
Question: Likelihood
to recommend
Question: Likelihood to recommend
Mean FY17
Question: Likelihood to recommend
Mean FY17
BHVH
BHVH
BHVH
All PG
All PG
All PG 0
0
0
Mean FY17
20
20
20
40
40
40
91.3
91.3
72.7 91.3
72.7
60
80
72.7
60
80
60
100
100
100
80
AMBULATORY SURGERY
AMBULATORY SURGERY
SURVEY
RESULTS
AMBULATORY
SURGERY
SURVEY RESULTS
SURVEY
RESULTS
Question: Likelihood to recommend
BHVH
BHVH
BHVH
All PG
All PG
All PG 0
0
HCAH
HCAH
COM
HCAH
COM
COM
Quest
Quest
Quest
BHVH
BHVH
BHVH
All PG
All PG
All PG
CMS
CMS
CMS 0
0
0
Mean FY17
20
20
40
40
90.9
90.9
90.9
83.5
83.5
83.5 80
80
60
60
100
100
HCAHPS*
RESULTS
20 SURVEY
40
60
80
100
0
HCAHPS*
SURVEY
Question:
Likelihood
to RESULTS
recommend
Mean FY17
Question: Likelihood to recommend
Mean FY17
BHVH
92.6
72.7 92.6
BHVH
All PG
72.7
72.0
All
PG
CMS
CMS
0 20 40
0 20 40
60 80 100
60 80 100
72.0
HCAHPS* SURVEY PHYSICIAN
COMMUNICATION
HCAHPS* SURVEY RESULTS
PHYSICIAN
COMMUNICATION
RESULTS
Question: About the procedure
Mean FY17
Question: About the procedure
Mean FY17
BHVH
88.9
88.9
80.8
BHVH
All PG
80.8
82.0
All
PG
CMS
CMS 0 20 40 60
0 20 40 60
80 100
80 100
82.0
Question: Likelihood to recommend
Mean FY17
BHVH
96.5
“Patient satisfaction
as a
BHVH
All PG must always be seen
96.5
94.4
starting place for exceptional outcomes in clinical
70
76
82
88
94
100
All PG This is due to the fact 94.4
quality and safety.
that the
70
76
82
88
94
100
majority of patient satisfaction
measurements
focus on excellence
in communication.
value
INPATIENT
SURVEY The
RESULTS
is not just in confirming that communication
Question:
Likelihood
INPATIENT
SURVEY
RESULTS
occurred, but more
importantly,
did to
the recommend
patient
Mean FY17
identify himself Question:
or herself Likelihood
as a partner
his or
to with
recommend
Mean FY17
BHVH
her clinical team
to support communication 91.3
that
was patient centered
and
clearly
understood.
BHVH
All PG
72.7 91.3
Communication excellence
results
in a 60
20
40
80
100
0
All PG
72.7 and
relationship that fosters trust, collaboration,
20
40
60
100
0
a joint agreement toward
a successful
goal.” 80
0
OUTPATIENT SURVEY RESULTS
OUTPATIENT SURVEY RESULTS
OUTPATIENT
SURVEY
RESULTS
Question: Likelihood
to recommend
Question: Likelihood to recommend
Mean FY17
Question: Likelihood to recommend
Mean FY17
KEY TO SATISFACTION MEASURES
Timeframe: FY17
BAYLOR HAMILTON HEART
AND VASCULAR HOSPITAL
OUTPERFORMS
13
100