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Downstate Times

The Newsletter for SUNY Downstate
University Hospital of Brooklyn

Patient Satisfaction Scores:
We're Moving in the Right Direction

By Edison Bond, Jr., MPH, M.Div
Director of Patient Relations

The most recent Press Ganey Patient Satisfaction Scores are in. While we still have work to do, our trends are going in the right direction.

Top Improvers – nursing units that sustained an average mean score of 80 or above for two consecutive quarters:
NS 82 scored 83.8 (1st qtr); 90 (2nd qtr)
NS 31/32 scored 80 (1st qtr); 80.9 (2nd qtr)

Better Than Average – 3 out of 9 nursing stations achieved an average mean score that out-performed UHB's overall mean score of 79.9, from February 1 to April 30, 2013.
NS 42 scored 85.4
NS 81 scored 81.3
NS 31/32 scored 80.9

"Good" and "Very Good" Customer Ratings – increased from 40.5% in 2012 to 43.3% as of June 2013.

HCAHPS Improvement – Scores for how patients rate our hospital and whether they would recommend it have risen:

  2011 2012 2013  
Rate Hospital 52.7% 54.0% 57.7% (5% increase)
Recommend 61.6% 60.5% 71% (10% increase)

Congratulations to everyone!