Brigham and Women’s Hospital: "Moving the Needle" Takes People, Processes, and Leadership -- Case Study

Vital Signs Location: Boston, Mass. Type: Nonprofit teaching hospital, affiliated with Harvard Medical School and a member of the Partners HealthCare System, an integrated health care delivery system that includes Massachusetts General Hospital and other Boston-area facilities. Beds: 777 Distinction: Top 5 percent of more than 700 large hospitals (300+ beds) in the portion of patients who gave a rating of 9 or 10 out of 10 when asked how they rate the hospital overall. Timeframe: October 2006 through June 2007. To be included, hospitals must have reported at least 300 surveys. See the Appendix for full methodology. This case study describes the strategies and factors that appear to contribute to high patient satisfaction at Brigham and Women’s Hospital. It is based on information obtained from interviews with key hospital personnel and materials provided by the hospital during September 2008.