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 patient 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 surveyed indicated that hospital staff "always" responded in a timely manner. This was below the current Centers for Medicare & Medicaid Services (CMS) national average of 69%, but in line with the Massachusetts state average of 66% (Jan - Dec 2016 data for both benchmarks). Responsiveness is a primary focus area for the hospital. 

  • Current Scores
  • Scores Over Time
  • Higher values are better
66% 69% 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 2016
CMS: Jan-Dec 2016

64 66 66 67 66 66 64 63 66 66 66 66 66 66 66 66 68 68 68 68 69 69 69 69

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 patients in a timely manner in all interactions. The nursing team is coordinating improvement efforts to reduce response times associated with call buttons and bath help, which is particularly important for patients who need special assistance moving around during their hospital stay. We are piloting several interventions and seeing improvements in our performance. This includes increasing the frequency of clinical rounding to ensure that patients’ needs are being met.

 

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