Improvement in Press Ganey scores for New London/Westerly region

New London

New London-General Surgery and Behavioral Health: (l-r): Maria Papathenasiou, MA; Hannah Anguita, MA; Audrey Gibbs, MA; Kathy Morton, PSAII

Waterford Cardiology

Waterford-Cardiology: (l-r): Melissa Gilbert; Karyn Eckert; Haley Burdick; Monica Babcock; Betzaida Riley; Janet Cortez; Kristine Staehle


NEMG would like to recognize its team members in the New London/Westerly region. Patient Experience has worked collaboratively with the operations team in this region to set goals, provide education, and monitor Press Ganey scores, which have shown significant improvement. The following four Press Ganey questions were monitored to a sample of almost 5,000 patients within a six-month timespan:

  • Courtesy of the registration staff
  • Friendliness/courtesy of the nurse/assistant
  • Likelihood of recommending the practice
  • Ease of scheduling appointments

All goals were surpassed, yielding the following results:

  • Question #1 went from the 62nd percentile to the 74th percentile
  • Question #2 went from the 80th percentile to the 90th percentile
  • Question #3 went from the 45th percentile to the 83rd percentile
  • Question 4 went from the 79th percentile to the 86th percentile