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 2007 - September 2008 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 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=1772 sites)
View our past performance over time.
At BIDMC, over 1,900 patients responded to the survey during the 3rd Quarter of FY09 period and 77% 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 76% of patients respond “definitely yes” to the same questions during the same period. Nationally, 69% 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 of 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=1772 sites)
View our past performance over time.
At BIDMC, over 1,900 patients responded to the survey during the 3rd Quarter of FY09 period and 74% 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 73% of patients respond “always” to the same questions during the same period. Nationally, 75% of patients surveyed respond “always”.
What are we doing to improve our performance?
We have initiated a new communication campaign entitled “Be Informed” as a pilot program in our cardiology unit. This program asks that all caregivers (nurses, hospital staff and physicians) 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=1772 sites)
To see our past performance over time.
At BIDMC, over 1,900 patients responded to the survey during the 3rd Quarter of FY09 period and 54% 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 57% of patients respond “always” to the same questions during the same period. Nationally, 61% of patients surveyed respond “always”.
What are we doing to improve our performance?
An initiative to provide more frequent patient check-ins on toileting needs and overall comfort has been introduced on all medical-surgical units. BIDMC anticipates that both initiatives will help to improve patients experience related to staff responsiveness. Additionally, patients admitted through the Emergency Department are visited in the first few hours of their admission by the Nursing Supervisor to be sure their transition from the Emergency Department into the hospital unit went smoothly and that they have no outstanding concerns.
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=1772 sites)
View our past performance over time.
At BIDMC, over 1,900 patients responded to the survey during the 3rd Quarter of FY09 period and 78% 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 78% 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 new communication campaign entitled “Be Informed” as a pilot program in our cardiology unit. This program asks that all caregivers (nurses, hospital staff and physicians) 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.
“Be Informed” complements our “Patient Pathways” series, which 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?
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=1772 sites)
View our past performance over time.
At BIDMC, over 1,900 patients responded to the survey during the 3rd Quarter of FY09 period and 66% 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 62% of patients respond “always” to the same questions during the same period. Nationally, 70% of patients surveyed respond “always”.
What are we doing to improve our performance?
BIDMC Housekeeping Services has introduced a multi-dimensional new program involving more frequent rounding by supervisors, additional training, 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: Area around room quiet at night?
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=1772 sites)
View our past performance over time.
At BIDMC, over 1,900 patients responded to the survey during the 3rd Quarter of FY09 period and 50% 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 43% of patients respond “always” to the same questions during the same period. Nationally, 55% 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: August 25, 2009
