Patient Experience Programs

As part of our efforts to deliver the best experience to our patients, Mass General recently launched the icare and "What Matters to You" programs to the Mass General community.

Learn more

What Are We Measuring?

As part of a survey about the experience at Massachusetts General Hospital, patients are asked the following two questions about the discharge instructions they received:

  • During your hospital stay, did hospital staff talk with you about whether you would have the help you needed when you left the hospital? 
  • During your hospital stay, did you get information in writing about what symptoms or health problems to look out for after you leave the hospital?

This information helps us better understand patients’ perceptions of the instructions provided by Mass General staff and identify opportunities to improve.

How Are We Performing?

Discharge Information

Higher scores are better

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

The following chart shows the Discharge Information in 2020-2021. Mass General ranked at 93%. The national average was 86%.

Data Source: Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) adult patient experience survey
Comparison Group Source: CMS HCAHPS survey