We are guided by the needs of our patients and their families ...

The opening words of Massachusetts General Hospital's mission statement highlight the hospital’s commitment to listening to the voices of patients and families in the continuous focus on improving care experiences.

Inga Lennes MD and Mary Cramer facing camera smiling
Inga Lennes MD, SVP, Service Excellence and Practice Improvement and Mary Cramer, Chief Experience Officer.

Working with staff and leadership throughout Mass General, the Office of Patient Experience facilitates efforts to measure and improve our patients’ and their families’ experience of care. The office is led by Mary Cramer, chief experience officer, under the direction of Inga T. Lennes, MD, MPH, MBA, senior vice president, Service Excellence and Practice Improvement.

There are many ways in which Mass General listens to the voices of those it serves. Ongoing surveys following patient visits to the hospital are one important mechanism. To understand inpatient care experiences, Mass General⁠—and hospitals nationally⁠—administer a standardized survey called the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS).

Our Survey Results

We are pleased to share our HCAHP survey results in the links below:

Overall Rating of Hospital

See the percentage of patients who rate their overall experience a 9 or 10 on a scale of 0 (worst) to 10 (best).

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Willingness to Recommend Hospital

See the percentage of Mass General patients who would “definitely recommend” Mass General to their friends and family.

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Communication with Nurses

See the percentage of Mass General patients who reported that nurses “always” communicated well with them.

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Communication with Doctors

See the percentage of Mass General patients who reported that doctors “always” communicated well with them.

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Communication about Medications

See the percentage of Mass General patients who reported that hospital staff “always” provided them with the necessary information about new medications.

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Responsiveness of Hospital Staff

See the percentage of Mass General patients who reported hospital staff “always” responded in a timely manner.

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Room Cleanliness

See the percentage of Mass General patients who reported that our facilities were “always” clean.

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Quiet at Night

See the percentage of Mass General patients who reported that our facilities were “always” quiet at night.

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Discharge Information

See the percentage of Mass General patients who reported that staff "always" provided adequate information, support, and instructions prior to discharge.

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Care Transitions

See the percentage of inpatients surveyed that "strongly agreed" that they understood their care plan when they left the hospital.

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