Other Patient Experience-Adult Inpatient Measures



Communication with Doctors

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 doctors:

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

The answers to these questions help us identify areas in which the doctors’ 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-four percent (84%) of MGH inpatients indicated that their doctors always communicated well with them. This rating has improved over time through various initiatives, and is higher than the national  and state averages.  

 

 

  • Current Scores
  • Scores Over Time
  • Higher values are better
81% 82% 84%

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: Apr 14-Mar 15

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

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 Doctors refers to several important aspects of interactions between clinician and patient, including the extent to which the patient perceives that the clinician 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 clinicians through course offerings and additional resources.

 

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