Patient Experience

Goals/Practice/Measurement & Process

2019 Goals

Goals are set annually to reflect areas of strategic priority across Mass General settings.

Quiet/Sleep

What are the questions asked of patients?

Inpatient:

  • During this hospital stay, how often was the area around your room quiet at night?

Got Urgent Care

What are the questions asked of patients?

Ambulatory:

  • In the last 6 months, when you contacted this provider’s office to get an appointment for care you needed right away, how often did you get an appointment as soon as you needed?

Cleanliness

What are the questions asked of patients?

Inpatient:

  • During this hospital stay, how often were your room and bathroom kept clean?

Staff Responsiveness

What are the questions asked of patients?

Inpatient:

  • 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 going to the bathroom or in using a bedpan as soon as you wanted?

Provider Engagement
/Communication

What are the questions asked of patients?

Inpatient:

  • During this hospital stay, after you pressed the call button, how often did you get help as soon as you wanted it?
  • During this hospital stay, how often did doctors treat you with courtesy and respect?
  • During this hospital stay, how often did doctors explain things in a way you could understand?
  • During this hospital stay, how often did doctors listen carefully to you?

Ambulatory:

  • In the last 6 months, how often did this provider explain things in a way that was easy to understand?
  • In the last 6 months, how often did this provider listen carefully to you?
  • In the last 6 months, how often did this provider show respect for what you had to say?
  • In the last 6 months, how often did this provider spend enough time with you?

Courtesy/Helpfulness

What are the questions asked of patients?

Inpatient:

  • During this hospital stay, how often did doctors treat you with courtesy and respect?

Ambulatory:

  • In the last 6 months, how often were clerks and receptionists at this provider’s office as helpful as you thought they should be?
  • In the last 6 months, how often did clerks and receptionists at this provider’s office treat you with courtesy and respect?

Best Practices

Once an aspect of care is identified as needing improvement, we deploy best practices to help address the issues. Here at Mass General, we use best practices that have been proven to work over time in hospitals similar to ours; using an evidence-based approach helps to ensure that our time and effort are well spent and productive.

Hourly & Leader Rounding

Hourly safety rounds are conducted on patient care units by nurses on an hourly basis to address patient safety and needs.  By conducting hourly rounding, patient needs can be met proactively, resulting in improved quality outcomes and patient and nurse satisfaction.

Mass General utilizes a model for conducting hourly rounding consisting of “4 P’s of Safety”:

  • Presence
  • Pain
  • Position
  • Personal hygiene

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.

Communication Boards

Communication boards are a tool for each nursing unit to educate staff about key quality, safety, and service data.  Information posted can include:

  • Focus indicators which we are concentrating on for improvement
  • Progress made towards our goals on focus indicators/areas
  • Verbatim comments from patients
  • Resources on best practices

Quiet on Units

A quiet environment offers a healing environment for our patients.  Noise is such a stressor for patients that it is proven to be detrimental to their healing process.  For many patients, sleep is an important part of their recovery - we need to do everything we can to ensure our patients get as much rest as possible.

Example of White 11 Quiet Poster

Patient Room White Boards

Patient room, or in-room, white boards are a communication tool found in each inpatient room.  The white boards identify several members of the patient’s care team, include a goal for the day, anticipated discharge date and provide space for the patient and their family to ask questions.

Example of a patient room white board

Measurement Infrastructure

We listen to the voice of our patients in many different ways including:

  • Patient and Family Advisory Councils (PFACs)
  • On-going surveys after inpatient/outpatient visits
  • Letters/emails to the: President’s Office, Office of Patient Experience, Quality and Safety, providers and staff
  • Office of Patient Advocacy
  • Patient Interviews

Survey Process

How do we know we are providing the best experience for our patients? We conduct patient satisfaction surveys to complete a picture of the overall patient experience. These surveys provide valuable data and comments on how our care and service is perceived by those we serve. We can use this data to realize our areas of strength and those areas that need improvement.

  • Patient experience feedback via surveys is one primary way in which we are “guided by the needs of our patients and their families…”
  • Surveys are administered on an ongoing basis across hospital settings.
  • Results are reported as percentage of patients who provide the most positive response options (i.e. “always” or “yes”).

Patient Experience Surveys
(Internal Acces)

What are the questions asked of patients?

Inpatient:

  • During this hospital stay, how often was the area around your room quiet at night?
Learn More

Mass General Reports
(Internal Acces)

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.

Patient Experience
SharePoint Site

(Internal Acces)

What are the questions asked of patients?

Inpatient:

  • What surveys do we administer?
  • What do we ask our patients?
Learn More