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, patients are asked the following three questions about their interactions with physicians:

  • 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-five (85%) of MGH inpatients surveyed indicated that their doctors "always" communicated well with them. This exceeded the current Centers for Medicare & Medicaid Services (CMS) national average of 81% and Massachusetts state average of 80% (Apr 2017 - Mar 2018 data for both benchmarks).  

 

  • Current Scores
  • Scores Over Time
  • Higher values are better
80% 81% 85%

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

MGH: Jan-Mar 18
CMS: Apr 17-Mar 18

83 84 82 82 84 85 85 84 81 81 81 81 80 80 80 80 82 82 82 82 81 81 81 81

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



What are we doing to improve?

The Communication with Doctors measure encompasses several important aspects of patient experience, including the extent to which patients perceive that their clinician is listening carefully, explaining things clearly, and acting in a courteous and respectful manner. We recognize that these communication skills are central to shaping the overall experience of care and provide support to clinicians through course offerings and additional resources.

 

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