Memorial Hermann Sugar Land (MHSL) a US Acute Care community hospital and winner of the 2016 Baldrige National Quality Award, used the Press Ganey (PG) Inpatient Survey to obtain patient’s perception of friendliness and courtesy and compared its performance against the PG 90th percentile Top Raw Score Decile of 80. For each year from 2012…

BPIR Categories

15.2.2 Customer retention/referral/relationship building
15.2.1 Customer satisfaction, accolades, awards
15.2.4 Service performance e.g. quality/delivery/value

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