Report Card:

Patient Experience

Partners hospitals are committed to providing the highest quality of care and service excellence to our patients and their families. All the hospitals have been using surveys to collect information about their patients’ experiences and to design improvements to address patients’ concerns. We are now using a national survey that offers us the opportunity to compare our performance to other hospitals around the country.

This instrument, the Hospital Consumer Assessment of Healthcare Providers and Systems (H-CAHPS) patient experience survey is the first national, standardized survey of adult hospital patients. It was developed by the CAHPS Consortium with funding from the Centers for Medicare and Medicaid (CMS) and the Agency for Healthcare Research and Quality (AHRQ). H-CAHPS results are publicly reported to CMS and posted to the U.S. Health and Human Services Hospital Compare 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.

Report Card	Our Current Performance	Reference Point	How We’re Doing
Overall Rating of Hospital	See Hospital Detail	69% Massachusetts Average	Partners compares favorably to the Massachusetts state average in most patient experience metrics.
Willingness to Recommend	See Hospital Detail	73% Massachusetts Average	Partners compares favorably to the Massachusetts state average in most patient experience metrics.
Communication with Nurses	See Hospital Detail	79% Massachusetts Average	Partners compares favorably to the Massachusetts state average in most patient experience metrics.
Communication with Doctors	See Hospital Detail	80% Massachusetts Average	Partners compares favorably to the Massachusetts state average in most patient experience metrics.
Responsiveness of Hospital Staff	See Hospital Detail	65% Massachusetts Average	Partners compares favorably to the Massachusetts state average in most patient experience metrics.
Pain Management	See Hospital Detail	71% Massachusetts Average	Partners compares favorably to the Massachusetts state average in most patient experience metrics.
Communication About Medications	See Hospital Detail	63% Massachusetts Average	Partners compares favorably to the Massachusetts state average in most patient experience metrics.
Discharge Information	See Hospital Detail	87% Massachusetts Average	Partners compares favorably to the Massachusetts state average in most patient experience metrics.
Cleanliness of Hospital Environment	See Hospital Detail	73% Massachusetts Average	Partners compares favorably to the Massachusetts state average in most patient experience metrics.
Quietness of Hospital Environment	See Hospital Detail	52% Massachusetts Average	Partners compares favorably to the Massachusetts state average in most patient experience metrics.