November 13, 1998

The Massachusetts Health Quality Partnership (MHQP) released the results of a statewide patient satisfaction survey to hospitals and the media this week. The MGH joined 51 hospitals and health systems voluntarily participating in the country's first statewide project designed to measure patients' views of their hospital experience and report the results to the public.

Massachusetts patients consistently reported better hospital experiences when compared to patients that have been surveyed in other parts of the country. MGH results showed that patients were more likely to recommend the hospital to their family and friends than patients on average across the state.

The statewide survey project obtained responses from more than 12,500 medical, surgical and childbirth patients treated between January and March of 1998. The survey results reported to the media focused on seven areas of care: respect for patient preferences; physical comfort; involvement of family and friends; continuity and transition; coordination of care; information and education; and emotional support. The MGH results for these areas of care were within the statewide averages of the participating hospitals and were significantly higher than the national average in several areas as well.

"We are pleased that this survey documented a strong sense of loyalty to the MGH by showing patients are more likely to recommend the hospital to their family and friends than patients on average in the statewide survey," says James J. Mongan, MGH president. "While all of our results for the seven areas of care highlighted in the media release were within the statewide averages, we are aware that average scores can point toward opportunities for improving patients' experiences. We are continuously examining those opportunities and taking concrete steps to improve our performance."

Two areas where patients in the survey expressed some concerns were with the coordination of patient care at the MGH, specifically waits and delays during patient stays, and transition of care upon discharge. Hospital teams comprised of physicians, nurses, therapists, administrators and other staff are focusing on streamlining diagnostic and therapeutic procedures to help patients move through their hospitalization more smoothly. While the MGH provides patients with key information on discharge, a team led by Patient Care Services also has developed a comprehensive packet of information to provide patients with tailored details about their care while in the hospital and after discharge.

"The MGH has been listening to patients for years," says Elizabeth Mort, MD, director of the MGH Decision Support Unit and Operations Improvement. "Our participation in this project builds on that experience by encouraging more dialogue with our sister institutions and the public. The hospital has a number of ongoing programs devoted to improving quality. These survey results, along with our other measures of quality, will help us to improve the experience of our patients."

The complete results of the MHQP survey are available online at http://www.mhqp.org. Consumers also can call an information line for more details at 1-888-243-6067. For more information about the MGH results of the survey, call 6-5215.