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, 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?

Seventy-one percent (71%) of MGH inpatients surveyed indicated that hospital staff "always" responded in a timely manner. This was in line with the current Centers for Medicare & Medicaid Services (CMS) national average of 70% and above the Massachusetts state average of 65% (Apr 2017 - Mar 2018 data for both benchmarks). Responsiveness is a key focus area for improvement. 

  • Current Scores
  • Scores Over Time
  • Higher values are better
65% 70% 71%

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

66 66 63 66 67 71 68 68 66 66 66 66 65 65 65 65 69 69 69 69 70 70 70 70

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?

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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