We are committed to making our patients' experiences "legendary," and it looks like we are succeeding. Press Ganey Associates Inc., a national satisfaction vendor, surveys our patients and compares our scores with those of hundreds of hospitals nationwide and with a competitive group of premier local hospitals. Since 2004, we have scored in the 99th percentile for 15 quarters locally and 7 quarters nationally.
Source: Press Ganey database. Based on most recently available data.
What we do to ensure your satisfaction
Legendary Service
We credit our high patient satisfaction scores in part to our commitment to "Legendary Service." You can sense that commitment everywhere at NEBH - from top executives greeting patients at the door, to the smiles at every turn, to the room service-style food. Our employees are empowered to resolve issues to the best of their ability. Discovering new ways to please and satisfy our patients has become a way of life for Baptist employees. It's no wonder that many of our patients have compared their experience to that of being in a fine hotel.
Here are some of the reasons why:
- A welcoming red rose upon admission
- A hotel-quality robe for every patient's use
- Room service meals with menu choices
- Complimentary daily newspapers with breakfast tray
- Loaner laptop computers on request
- A Patient Relations Specialist to help with any issues that cannot be resolved immediately by the health care team.
How to improve your chance of having a satisfactory experience
Patients who take the time to do the following tend to be more satisfied with their Hospital experience:
- Learn about their doctors and hospital
- Understand their procedure
- Communicate their expectations, concerns and hopes to the staff
To improve your experience at New England Baptist Hospital:
- Review this website and research available information about both your doctor and the Hospital at governmental and regulatory agencies such as The Joint Commission.
- Take the time to learn about your procedure. At New England Baptist Hospital, we offer pre-operative teaching classes for patients undergoing total hip and knee replacement surgery and spinal fusion surgery. Patients who complete these classes tend to be more satisfied after their surgeries.
- During your visit, take the time to tell us what you need, what you are worried about, and to explain your hopes and expectations regarding your procedure.
If you are interested in improving the quality of your experience, tap into the many available resources to help you to become a "smart patient," in other words, a patient who is more aware of rights, responsibilities and potential outcomes. "Smart patients," among other things, keep a health journal, do research online, get second opinions, and ask their health care providers if they have washed their hands. You can find out more in the bestselling book You: The Smart Patient, by Drs. Michael Roizen and Mehmet Oz. At New England Baptist Hospital, we welcome "smart patients."