Other Patient Experience-Adult Inpatient Measures



Communication with Nurses

What are we measuring and why?

As part of a survey about their experience at Massachusetts General Hospital, hospital patients are asked the following three questions about their interactions with nursing staff:

  • During this hospital stay, how often did nurses treat you with courtesy and respect?
  • During this hospital stay, how often did nurses listen carefully to you?
  • During this hospital stay, how often did nurses explain things in a way you could understand?

The answers to these questions help us identify areas in which our staff’s communication skills are strong as well as areas in need of improvement.

How are we doing and how do we compare to best practice?

Eighty-three percent (83%) of MGH inpatients indicated that the nursing staff always communicated well with them. This compares favorably with the CMS national average of 79% and the Massachusetts State average of 80% (Apr 14-Mar 15, reporting for both). Our goal is to communicate well with our patients all of the time.  The Nursing team at MGH includes these measures as part of their focus on improvement for each of the patient care units.

  • Current Scores
  • Scores Over Time
  • Higher values are better
80% 79% 83%

MGH Source: Hospital Consumer Assessment of Healthcare Providers and Systems (H-CAHPS) Adult Patient Experience Survey administered by Quality Data Management.
Comparison Group Source: CMS H-CAHPS survey.

MGH: Oct-Dec 15
CMS: Apr14-Mar 15

81 81 82 83 83 83 83 84 79 79 79 79 80 80 80 80 79 79 79 79 79 79 79 79

MGH Source: Hospital Consumer Assessment of Healthcare Providers and Systems (H-CAHPS) Adult Patient Experience Survey administered by Quality Data Management.
Comparison Group Source: CMS H-CAHPS survey.



What are we doing to improve?

Communication with Nurses refers to several important aspects of interactions between nurse and patient, including the extent to which the patient perceives that the nurse is listening carefully, explaining things in an understandable way, and acting in a courteous and respectful manner. We recognize that these communication skills are central to shaping the patient experience, and have focused on providing support to nurses through course offerings and additional resources.

 

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