Key:

starThe best possible results

plusBetter than comparison group

checkSimilar to comparison group

minusLags behind comparison group

not applicableNot applicable

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Listening to Patients

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

Improving patient experience is integral to 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 HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems). It was developed at the federal level and is administered 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, and discharge planning, among other dimensions.

Improving the responsiveness of staff and quietness of the 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.

MeasureOur Current PerformanceComparison GroupHow We Compare
Patient Experience-Adult Inpatient
Overall Rating
84%
Jan - Mar 2018: Percentage who rated MGH 9 or 10 on a scale of 0-10. Higher values are better.
73%
The CMS national average. Benchmark is based on Apr 2017 - Mar 2018 data.
MGH's performance exceeded the CMS national average of 73%.
Willingness to Recommend Hospital
91%
Jan - Mar 2018: Percentage who responded "Definitely Yes". Higher values are better.
72%
The CMS national average. Benchmark is based on Apr 2017 - Mar 2018 data.
MGH's performance exceeded the CMS national average of 72%.
Communication with Nurses
85%
Jan - Mar 2018: Percentage who responded "Always". Higher values are better.
80%
The CMS national average. Benchmark is based on Apr 2017 - Mar 2018 data.
MGH's performance exceeded the CMS national average of 80%.
Communication with Doctors
85%
Jan - Mar 2018: Percentage who responded "Always". Higher values are better.
81%
The CMS national average. Benchmark is based on Apr 2017 - Mar 2018 data.
MGH's performance exceeded the CMS national average of 81%.
Communication about Medications
68%
Jan - Mar 2018: Percentage who responded "Always". Higher values are better.
66%
The CMS national average. Benchmark is based on Apr 2017 - Mar 2018 data.
MGH's performance exceeded the CMS national average of 66%.
Responsiveness of Hospital Staff
71%
Jan - Mar 2018: Percentage who responded "Always". Higher values are better.
70%
The CMS national average. Benchmark is based on Apr 2017 - Mar 2018 data.
MGH's performance was similar to the CMS national average of 70%.
Room Cleanliness
71%
Jan - Mar 2018: Percentage who responded "Always". Higher values are better.
75%
The CMS national average. Benchmark is based on Apr 2017 - Mar 2018 data.
MGH's performance was below the CMS national average of 75%.
Quiet at Night
53%
Jan - Mar 2018: Percentage who responded "Always". Higher values are better.
62%
The CMS national average. Benchmark is based on April 2017 - March 2018 data.
MGH's performance was below the CMS national average of 62%.
Discharge Information
92%
Jan - Mar 2018: Percentage who responded "Yes". Higher values are better.
87%
The CMS national average. Benchmark is based on Apr 2017 - Mar 2018 data.
MGH's performance exceeded the CMS national average of 87%.
Care Transitions
62%
Jan - Mar 2018: Percentage who responded "Strongly Agree". Higher values are better.
53%
The CMS national average. Benchmark is based on Apr 2017 - Mar 2018 data.
MGH's performance exceeded the CMS national average of 53%.

 

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