Other Patient Experience-Adult Inpatient Measures



Responsiveness of Hospital Staff

What are we measuring and why?

As part of a survey about their experience at Massachusetts General Hospital, hospital patients are asked the following two questions about the timeliness of assistance from our staff:

  • During this hospital stay, after you pressed the call button, how often did you get help as soon as you wanted it?
  • How often did you get help in getting to the bathroom or in using a bedpan as soon as you wanted?

This information helps us gauge how responsive our staff members are to patients’ needs and identify areas for improvement.

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

Sixty-six percent (66%) of MGH inpatients indicated that hospital staff always responded in a timely manner, in line with the CMS national average of 68%, and the MA state average of 66% (Apr 14-Mar 15, reporting for both). Responsiveness is a primary focus area for the hospital. 

  • Current Scores
  • Scores Over Time
  • Higher values are better
66% 68% 66%

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

64 63 63 65 64 66 66 67 66 66 65 65 66 66 66 66 67 67 67 67 68 68 68 68

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?

MGH strives to respond to our patients in a timely manner all of the time. The nursing team is focusing current improvement efforts for each patient care unit on responding as quickly as possible when a patient presses the call button, and on providing bath help, which is particularly important because patients may need special assistance in moving around during their hospital stay. Recently, we have been piloting interventions such as more frequent rounding to ensure that patients’ needs are being met. We are seeing improvements in our performance. 

 

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