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 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?

Communication with Nurses

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