The section of pulmonary, critical care and sleep medicine in the Department of Medicine was celebrated recently for improving its Press Ganey patient satisfaction scores.
The group was the most recent winner of the $10,000 Press Ganey prize in BCM’s “That’s the Way” initiative, an appreciation program made possible through, and named for, a former patient at Baylor who was so impressed with the care and patient service he received that he instituted a bi-annual award for the department that improves its Press Ganey patient satisfaction scores by the largest margin over a six-month period.
The section improved its scores to the 71st percentile from the 40th over six months, a 31-point improvement.
“This group has been fun to work with,” said Karla Heath, assistant vice president of clinical operations at Baylor, at a luncheon that was held to celebrate the prize. “Everybody has worked so hard to improve the patient experience. This program is about going above and beyond to improve the patient experience no matter who answers the call.”
“It is a team effort,” said Dr. Paul Klotman, president, CEO and executive dean at Baylor. “Every single member of the team has to perform to improve the patient experience. I really appreciate your efforts.”
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