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Excellence Every Day represents an MGH commitment to providing the highest quality,
safest care that meets or exceeds all standards set by the hospital and external organizations. ![]() ![]() ![]() ![]() Other Topics: Anticoagulation | CAUTI | Central Lines | Downtime (internal access only) Ethics | Evidence-Based Practice | Fall Prevention | Pain | Patient Education/Health Literacy |
Patient Experience Epic Documentation | Epic Communication (internal access only)| WHAT IS THE PATIENT EXPERIENCE?
The patient experience also includes all aspects of the care we provide, including Quality, Safety and Service. All aspects need to be attended to in our daily work. That is why so many of our quality, safety and service initiatives are linked – because although we think of these areas separately as we work on them, there is really only ONE patient experience. At MGH, our goal is to achieve Excellence Every Day in each of these three areas. Providing an excellent patient experience also involves every member of the team. Every one of us can help shape the experience, regardless of our role. Finally, the patient experience most often includes families and other loved ones. As we care for patients, we must also take these key people into account, including them, being sensitive to their needs and their involvement. In other words, we strive for a patient experience that is patient and family centered. This page outlines efforts, resources and tools that help support the provision of an outstanding experience for our patients and families. Click here to see select samples of how MGH staff impact the patient experience. | ||||||||
The Patient Satisfaction Survey Process How do we know we are providing the best experience for our patients? The Patient Satisfaction Surveys show us by completing a picture of the overall patient experience.
Here are some additional resources:
We use data to improve the patient experience. The data helps us see how we are doing on important aspects of quality, safety and service. We also use data to target our focus and efforts. Here are some of the data on these key aspects of the patient experience. Adult Inpatient Reports (internal access only)
Relationship Based Care
Discharge Phone Calls Here is some information about our program:
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For more information about Discharge Phone Calls, please contact senior project manager Cindy Sprogis Service Recovery Program ![]() Patient & Family Advisory Councils (PFACs) The PFACS at MGH collaborate with departments throughout the hospital in order to:
MGH / MGPO PFACs include:
![]() Patient & Family Notebook and Discharge Information Envelope
The Discharge Information Envelope includes:
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Communication Boards & Patient Room Boards
Hourly & Leader Rounding MGH utilizes a model for conducting hourly rounding consisting of 4 P’s of safety:
Leader rounding is a way for nurse leaders to ensure that hourly rounding is being practiced on their units. It also gives them the opportunity to address patients concerns and provide real-time feedback to the nursing team, including what’s working well and what can be improved.
The best way to improve MGH’s patient satisfaction ratings is for every unit and department that are measured on the survey to work on and improve their results. This approach to improvement allows for each area to review the results from their own patients and families and select interventions or strategies that are tailored to address their improvement needs. Here are resources for units or departments to plan for service improvement: Magnet Improvement: Planning Excellence Every Day Video
Excellence in Action ![]() ![]()
Patient Care Services Awards & Recognition Program ![]() Annual Service Excellence Awards ![]() Service Excellence Department Team Members
The Office of Patient Advocacy
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Excellence Every Day represents an MGH commitment to providing the
highest quality,
safest care that meets or exceeds all standards
set by the hospital and external organizations. If you have questions or suggestions related to the EED portal, please contact Jess Beaham at (617) 726-3109 or via email at jbeaham@partners.org. UPDATED 4.15.19 |
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Home | Chaplaincy | Excellence Every Day Portal | Institute for Patient Care | Nursing | Occupational Therapy | Orthotics & Prosthetics | Physical Therapy Respiratory Care | Social Service | Nursing | Speech Language Swallowing Disorders | Clinical Resources | Search PCS | Contact PCS MGH Home Page | MGH Intranet | MassGeneral Hospital for Children | Partners Healthcare Massachusetts General Hospital 55 Fruit Street, Boston MA 02114 / (617) 726-2000 / TDD: 617-724-8800 |
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