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Listening to Patients

At Massachusetts General Hospital, we understand that technical excellence at delivering care is only part of the picture. Patients and family members expect and deserve an equally high level of compassion, communication, respect, and comfort.

Improving the patient experience is integral to the MGH's commitment to being patient-centered, which is one of the Institute of Medicine's six aims of health care quality. To measure patient experience and identify improvement opportunities, MGH uses a survey called the Hospital Consumer Assessment of Healthcare Providers and Systems Hospital Survey (H-CAHPS). This survey was developed at the federal level, and is used by hospitals nationwide. Patients are contacted soon after their hospital visit and asked to report on aspects of their hospital care, including communication with doctors and nurses, responsiveness of hospital staff, pain management, hospital environment, communication about medications, and discharge information.

Responsiveness of hospital staff, communication between patients and providers, and hospital environment are some of our current areas of focus. We identified these areas for targeted improvement by listening closely to our patients, relying on survey results and patient comments. We are proud to share our survey results with the public and will work hard to justify the confidence our patients have placed in us.

Click on any of the measure names below to see a detailed description of the measure, our performance over time and what we are doing to improve. On the chart below, hover your mouse over the data columns or icons to see more information.

Measure	Our Current Performance	Comparison Group	How We Compare
Patient Experience-Adult Inpatient
Overall Rating	81% Percent who responded 9 or 10 on a scale of 0-10 (Jul-Sep 12 data).	69% CMS national average of percent who responded 9 or 10 on a scale of 0-10 (CY 2011 data).	MGH's current performance exceeds (greater than two percentage points) the CMS national average.
Recommendation	91% Percent who responded "Definitely Yes" (Jul-Sep 12 data).	70% CMS national average of percent who responded "Definitely Yes" (CY 2011 data).	MGH's current performance exceeds (greater than two percentage points) the CMS national average.
Communication with Nurses	81% Percent who responded "Always" (Jul-Sep 12 data).	77% CMS national average of percent who responded "Always" (CY 2011 data).	MGH's current performance exceeds (greater than two percentage points) the CMS national average.
Communication with Doctors	83% Percent who responded "Always" (Jul-Sep 12 data).	81% CMS national average of percent who responded "Always" (CY 2011 data).	MGH's current performance exceeds (greater than two percentage points) the CMS national average.
Communication about Medications	66% Percent who responded "Always" (Jul-Sep 12 data).	62% CMS national average of percent who responded "Always" (CY 2011 data).	MGH's current performance exceeds (greater than two percentage points) the CMS national average.
Responsiveness of Hospital Staff	66% Percent who responded "Always" (Jul-Sep 12 data).	65% CMS national average of percent who responded "Always" (CY 2011 data).	MGH's current performance is similar to (within two percentage points) the CMS national average.
Room Cleanliness	74% Percent who responded "Always" (Jul-Sep 12 data).	72% CMS national average of percent who responded "Always" (CY 2011 data).	MGH's current performance exceeds (greater than two percentage points) the CMS national average.
Quiet at Night	49% Percent who responded "Always" (Jul-Sep 12 data).	59% CMS national average of percent who responded "Always" (CY 2011 data).	MGH's current performance is below the CMS national average.
Pain Management	73% Percent who responded "Always" (Jul-Sep 12 data).	70% CMS national average of percent who responded "Always" (CY 2011 data).	MGH's current performance exceeds (greater than two percentage points) the CMS national average.
Discharge Information	91% Percent who responded "Yes"(Jul-Sep 12 data).	83% CMS national average of percent who responded "Yes" (CY 2011 data).	MGH's current performance exceeds (greater than two percentage points) the CMS national average.

 

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