Patients Experience of Care Inpatient
The H-CAHPS® (Hospital Consumer Assessment of Healthcare Providers and Systems) survey is composed of multiple items that address several aspects of the hospital experience (communication with doctors, communication with nurses, responsiveness of hospital staff, cleanliness and quietness of hospital environment, pain management, communication about medicines, discharge information, overall rating of hospital, and recommendation of hospital).
Patients are asked to respond to a series of questions with the options to answer each with Always, Usually, Sometimes or Never. BIDMC began using this survey in July, 2006. Our results from October 2008 - September 2009 survey period have been posted on the CMS’ Hospital Compare site www.hospitalcompare.hhs.gov. For more information on H-CAHPS, please go to www.hcahpsonline.org.
Likelihood to Recommend BIDMC
What are we measuring?
The percent of patients responding to the likelihood of recommending BIDMC for inpatient care. The score reflects the percent of time that patients answered “Definitely Yes”.
Why is this important?
This measure provides insight into the overall patient experience and combined with other satisfaction measures, helps us identify opportunities for improvement.
What does our performance tell us?
The chart below shows how BIDMC's performance compares to a large national database as well as a custom comparative database of other ‘like’ academic medical centers in the eastern U.S. Look for big differences in the scores. Small differences may not reflect real differences in performance (i.e., they may not be statistically significant).
Source of comparison data: Press Ganey National Database Participants (n=1857 sites)
View our past performance over time.
At BIDMC, over 2,000 patients responded to the survey during the 3rd Quarter of FY10 period and 80% of them responded “definitely yes” when asked to comment on their likelihood to recommend BIDMC to others. A custom comparative database of ‘like’ academic medical centers in the eastern U.S. reports that 80% of patients respond “definitely yes” to the same questions during the same period. Nationally, 70% of patients surveyed respond “definitely yes” in recommending the facility in which s/he received care.
Communication with Nurses
What are we measuring?
Bundled in the Communication with Nurses score are the responses to the particular questions of:
- How often did nurses treat you with courtesy and respect?
- How often did nurses listen carefully to you?
- How often did nurses explain things in a way you could understand?
Score reflects the percent of time that patients answered “Always”.
Why is this important?
These measures provide insight into the overall patient experience and combined with other satisfaction measures, helps us identify opportunities for improvement.
What does our performance tell us?
The chart below shows how BIDMC's performance compares to a large national database as well as a custom comparative database of other ‘like’ academic medical centers in the eastern U.S. Look for big differences in the scores. Small differences may not reflect real differences in performance (i.e., they may not be statistically significant).
Source of comparison data: Press Ganey National Database Participants (n=1857 sites)
View our past performance over time.
At BIDMC, over 2,000 patients responded to the survey during the 3rd Quarter of FY10 period and 77% of them responded “always” when asked to comment on the frequency of nursing communication related to courtesy and respect, listening carefully and explaining things in an easy to understand way. A custom comparative database of ‘like’ academic medical centers in the eastern U.S. reports that 75% of patients respond “always” to the same questions during the same period. Nationally, 76% of patients surveyed respond “always”.
What are we doing to improve our performance?
Patients and families value the courtesy and respect with which our nurses listen to patient concerns, share information and provide clear explanations of the patient's care. To improve our performance, we have initiated a communication program directing all caregivers (nurses, hospital staff and physicians) to ensure that each patient understands who is caring for them and involves each patient in their plan of care. Additionally, Nurse Managers on all inpatient units have begun daily patient rounds, allowing them to meet patients and families and ensure their care needs are being met.
Responsiveness of Hospital Staff
What are we measuring?
Bundled in the Responsiveness of Hospital Staff score are the responses to the particular questions of:
- Call button help as soon as you wanted?
- Help toileting soon as you wanted?
Score reflects the percent of time that patients answered “Always”.
Why is this important?
These measures provide insight into the overall patient experience and combined with other satisfaction measures, helps us identify opportunities for improvement.
What does our performance tell us?
The chart below shows how BIDMC's performance compares to a large national database as well as a custom comparative database of other ‘like’ academic medical centers in the eastern U.S. Look for big differences in the scores. Small differences may not reflect real differences in performance (i.e., they may not be statistically significant).
Source of comparison data: Press Ganey National Database Participants (n=1857 sites)
To see our past performance over time.
At BIDMC, over 2,000 patients responded to the survey during the 3rd Quarter of FY10 period and 57% of them responded “always” when asked to comment on the frequency of responsiveness of hospital staff related to call button help and help toileting. A custom comparative database of ‘like’ academic medical centers in the eastern U.S. reports that 60% of patients respond “always” to the same questions during the same period. Nationally, 63% of patients surveyed respond “always”.
What are we doing to improve our performance?
Patients often provide feedback regarding the promptness of staff in assisting patients with their personal needs. To improve our performance in this element of patient care, we have implemented a new campaign entitled “We Promise…” on all medical-surgical units across BIDMC. Our commitment, or “Promise,” to our patients is to see them every hour, to attend to their bathroom and hygiene needs and to ensure they are comfortable and safe. BIDMC anticipates that by proactively addressing our patients’ needs through regularly scheduled check-ins by hospital staff, patients will be less reliant on the call button and more likely to receive assistance as soon as they need it. "We Promise..." emphasizes that our patients' safety and comfort are our primary goals.
Communication with Doctors
What are we measuring?
Bundled in the Communication with Doctors score are the responses to the particular questions of:
- Doctors treat you with courtesy and respect?
- Doctors listen carefully to you?
- Doctors explain in a way you understand?
Score reflects the percent of time that patients answered “Always”.
Why is this important?
These measures provide insight into the overall patient experience and combined with other satisfaction measures, helps us identify opportunities for improvement.
What does our performance tell us?
The chart below shows how BIDMC's performance compares to a large national database as well as a custom comparative database of other ‘like’ academic medical centers in the eastern U.S. Look for big differences in the scores. Small differences may not reflect real differences in performance (i.e., they may not be statistically significant).
Source of comparison data: Press Ganey National Database Participants (n=1857 sites)
View our past performance over time.
At BIDMC, over 2,000 patients responded to the survey during the 3rd Quarter of FY10 period and 79% of them responded “always” when asked to comment on the frequency of communication with doctors related to courtesy and respect, listening carefully and explaining things in an easy to understand way. A custom comparative database of ‘like’ academic medical centers in the eastern U.S. reports that 809% of patients respond “always” to the same questions during the same period. Nationally, 79% of patients surveyed respond “always”.
What are we doing to improve our performance?
We have initiated a communication program directing all caregivers (nurses, hospital staff and physicians) to ensure that each patient understands who is caring for them and involves each patient in their plan of care. Additionally, Nurse Managers on all inpatient units have begun daily patient rounds, allowing them to meet patients and families and ensure their care needs are being met.
BIDMC's “Patient Pathways” series provides patients with an educational resource detailing what s/he can expect to experience before, during and after surgery. Physicians typically review the pathway with the patient during a pre-operative appointment to help prepare the patient and answer questions that s/he may have. The information provided in the tool is comprehensive of procedural information and tests, nutrition, activity, comfort, education, etc., and serves as a great guide for a healthy dialogue between physicians and patients.
Room and Bathroom Always Kept Clean
What are we measuring?
Responses to the question: Room and bathroom are kept clean? Score reflects the percent of time that patients answered “Always”.
Why is this important?
This measure provides insight into the overall patient experience and combined with other satisfaction measures, helps us identify opportunities for improvement.
What does our performance tell us?
The chart below shows how BIDMC's performance compares to a large national database as well as a custom comparative database of other ‘like’ academic medical centers in the eastern U.S. Look for big differences in the scores. Small differences may not reflect real differences in performance (i.e., they may not be statistically significant).
Source of comparison data: Press Ganey National Database Participants (n=1857 sites)
View our past performance over time.
At BIDMC, over 2,000 patients responded to the survey during the 3rd Quarter of FY10 period and 70% of them responded “always” when asked to comment on the frequency that their room and bathroom was kept clean. A custom comparative database of ‘like’ academic medical centers in the eastern U.S. reports that 64% of patients respond “always” to the same questions during the same period. Nationally, 72% of patients surveyed respond “always”.
What are we doing to improve our performance?
Patients want to be certain that their surroundings are clean and comfortable. Patient survey feedback emphasizes the importance patients place on their environment. To further improve, BIDMC Housekeeping Services has introduced a multi-dimensional new program involving: more frequent rounding by staff and supervisors, notification of housekeeping services and visits while patients are away from their room, additional staff training to strengthen communication and service skills, increased quality assurance checks, and new equipment. This approach is designed to provide a clean and comfortable environment for all patients and to address patient needs in a timely manner.
Quiet Room at Night
What are we measuring?
Responses to the question: Is the area around your room quiet at night? Score reflects the percent of time that patients answered “Always”.
Why is this important?
This measure provides insight into the overall patient experience and combined with other satisfaction measures, helps us identify opportunities for improvement.
What does our performance tell us?
The chart below shows how BIDMC's performance compares to a large national database as well as a custom comparative database of other ‘like’ academic medical centers in the eastern U.S. Look for big differences in the scores. Small differences may not reflect real differences in performance (i.e., they may not be statistically significant).
Source of comparison data: Press Ganey National Database Participants (n=1857 sites)
View our past performance over time.
At BIDMC, over 2,000 patients responded to the survey during the 3rd Quarter of FY10 period and 48% of them responded “always” when asked to comment on the frequency that the area around their room was quiet at night. A custom comparative database of ‘like’ academic medical centers in the eastern U.S. reports that 46% of patients respond “always” to the same questions during the same period. Nationally, 56% of patients surveyed respond “always”.
What are we doing to improve our performance?
We have measured decibel levels on inpatient units and found that a number of factors contributing to excessive noise. We are piloting several initiatives across units, including a visual alert system which lights up when sound exceeds a certain decibel, reminding staff seek ways to reduce noise levels.
Other useful measures on patient experience:
Last updated: July 26, 2010
