Gastroenterology clinical team wins award by improving patient experience

The department of medicine – section of gastroenterology at the Baylor Clinic was recently honored as the $10K Press Ganey winners in the “That’s the Way” program.“That’s the Way” was started by a donation from a grateful patient who had an exceptional experience with Baylor College of Medicine physicians and staff. The program recognizes two employees per month who go above and beyond to provide exemplary service. In addition to this, every six months the department with the most improvement in its Press Ganey overall mean score rank wins a $10,000 prize.

The gastroenterology team improved its overall Press Ganey score rank by 54 points and is now in the 86th percentile of all similar practices in the nation.

This slideshow requires JavaScript.

“Word of mouth is important when it comes to finding new patients – a good experience may lead to recommendations,” said Dr. Paul Klotman, president, CEO and executive dean of Baylor. “While not every experience may start out as we hope, knowing that we have a strong team here at Baylor who can pinpoint a problem, own it and work together to improve patient care is something I take great pride in.”

A luncheon was held to celebrate this award. Angela Waddy, registered nurse, accepted the check on behalf of the team. Dr. Waqar Qureshi, professor of gastroenterology, accepted the “Leading the Way” trophy for the team and all core team members received pins recognizing their achievement.

“I’m proud of the outstanding patient-centered services that our group provides – this encompasses all members of the team, from the front line staff to the physicians,” said Dr. Hashem El-Serag, section chief of gastroenterology and hepatology at Baylor.