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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. Like most U.S. hospitals, we have recently begun using a new standardized tool, the Consumer Assessment of Healthcare Providers and Systems Hospital Survey component (H-CAHPS), to measure patient experience and identify areas where we need to improve. Because this is a new instrument, our efforts in this regard are just beginning. We are proud to be among the first hospitals to share our survey results with the public and will work hard to justify the confidence our patients have placed in us.
To date, we have identified communication with physicians and nurses and the responsiveness of staff as areas to focus on for targeted improvement. We are also focused on reducing noise at night, so that our patients can get their needed restful sleep. As we implement our plans to address these and potentially other areas, we will report on our progress on this site.
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.
