What Are We Measuring?

As part of a survey about their experience at Massachusetts General Hospital, hospital patients are asked the following two questions about the timeliness of assistance from our staff:

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

This information helps us gauge how responsive our staff members are to patient needs and identify areas for improvement.

How We Are Performing?

Responsiveness of Hospital Staff

Higher scores are better

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

Data source: Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) Adult Patient Experience Survey
Comparison Group Source: CMS HCAHPS survey

What Are We Doing to Improve?

Mass General strives to be as responsive as possible to each patient’s individual needs. We continuously work on answering call lights and patient questions as quickly as possible, and on anticipating any needs. We regularly monitor our progress.