The Infusion Center at Baylor Clinic was celebrated for its impressive improvement in patient satisfaction scores as the fifth winner of the $10,000 Press Ganey prize in the “That’s the Way” program. “That’s the Way” is an appreciation program made possible through, and named after, a former patient at Baylor College of Medicine who was so impressed with the care and patient service he received that he instituted a bi-annual award for the department that improves their Press Ganey patient satisfaction scores by the largest margin over a 6-month period. In addition to this larger celebration, the program also recognizes two employees per month who go above and beyond the call of duty to provide their patients with an exceptional experience.
The infusion center team improved its overall Press Ganey score by 49 points, now landing in the 87th percentile of similar centers across the country.
“There are three reasons why patient satisfaction is so important. The first is from a business perspective; we get paid for quality services and care. Second, excellence sells. High patient satisfaction attracts doctors and staff. Finally, people from rural surroundings need to feel comfortable here. Fighting Houston traffic and coming to the Medical Center is like coming to Mars for many of our patients,” said Dr. James McDeavitt, senior vice president and dean of clinical affairs at Baylor. “Thank you for your tremendous work, it’s remarkable.”
A luncheon was held Aug. 4 to celebrate the Infusion Center’s accomplishment. Samantha Khan, manager of the Infusion Center, Dr. Mothaffar Rimawi, associate professor in the Lester and Sue Smith Breast Center at Baylor Clinic, and Dr. George Hutton, associate professor of neurology, were present to accept the award.
“First and foremost, we take care of people while educating them along the way,” said Dr. Paul Klotman, president and CEO of Baylor. “This upward movement in patient satisfaction is a really rare thing and can only be accomplished as a team. I’m totally in awe of you.”