What Are We Measuring?

As part of a survey about their experience at Massachusetts General Hospital, hospital patients are asked the following three questions about their interactions with nursing staff:
  • During this hospital stay, how often did nurses treat you with courtesy and respect?
  • During this hospital stay, how often did nurses listen carefully to you?
  • During this hospital stay, how often did nurses explain things in a way you could understand?
The answers to these questions help us identify areas in which our staff’s communication skills are strong, as well as areas in need of improvement.

How Are We Performing?

The composite score indicates the percentage of patients who answered ‘always’ to the questions above.