Inpatient Care
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 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.
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=1705 sites)
View our past performance over time >>
At BIDMC, over 1,700 patients responded to the survey during the 1st Quarter of FY13 period and 79% 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 77% of patients respond "always" to the same questions during the same period. Nationally, 78% 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 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. To help with this effort, we are currently in the process of installing new whiteboards on all inpatient units. These new whiteboards provide space to write the name of the patient's nurse, patient care technician, doctor(s) and other care providers who may be working with the patient. The whiteboards also provide a space for the patient's "Plan of Care," as well as a space for patients and families to write their own questions to be answered by the doctor or nurse.
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=1705 sites)
To see our past performance over time >>
At BIDMC, over 1,700 patients responded to the survey during the 1st Quarter of FY13 period and 59% 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 61% of patients respond "always" to the same questions during the same period. Nationally, 65% 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 program 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=1705 sites)
View our past performance over time >>
At BIDMC, over 1,700 patients responded to the survey during the 1st Quarter of FY13 period and 80% 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 81% of patients respond "always" to the same questions during the same period. Nationally, 81% 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.
Pain Management
What are we measuring?
The percentage of patients responding "always" when asked how often their pain was well controlled while in the hospital, and that hospital staff did everything they could to help patients with their pain to ensure patient comfort.
Why is this important?
These measures provide insight into how well staff monitor and assess each patient's pain, and the efforts made to ensure patient comfort to promote healing. This measure, 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=1705 sites)
View our past performance over time >>
At BIDMC, over 1,700 patients responded to the survey during the 1st Quarter of FY13 and 70% of them responded "always" when asked to respond regarding how well their pain was controlled. A custom comparative database of 'like' academic medical centers in the eastern U.S. reports that 70% of patients respond "always" to the same questions during the same period. Nationally, 71% of patients surveyed respond "always".
What are we doing to improve our performance?
Pain management and ensuring patient comfort is an important factor in promoting recovery. To improve our performance, we make pain assessment part of our discussion with patients during hourly rounding. Our goal is to proactively check in with patients about the pain they may be experiencing and do everything we can to keep it well-controlled.
Communications about New Medications
What are we measuring?
The percentage of patients responding "always" when asked about the frequency and consistency with which hospital staff explained the purpose of new medications administered to them during their hospital stay and any side effects that medication might cause to the patient.
Why is this important?
Patients should always be aware of any medications administered to them, and of any side effects that patients might experience. Patients are encouraged to ask questions and communicate any concerns about medication or side effects immediately to their care team, to ensure patient safety.
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=1705 sites)
View our past performance over time >>
At BIDMC, over 1,700 patients responded to the survey during the 1st Quarter of FY13 and 65% of them responded "always" when asked about the frequency and consistency with which hospital staff explained the purpose and side effects of new medications administered to them during their hospital stay. 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, 63% of patients surveyed respond "always".
What are we doing to improve our performance?
Medication safety is a partnership between patients and their care team. We are currently evaluating the patient education resources we have available to better explain potential side effects of any new medications you may receive while in the hospital. In addition, we encourage you to always ask questions of your care team. If you need more information about a medication, please do not hesitate to ask your nurse or physician.
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=1705 sites)
View our past performance over time >>
At BIDMC, over 1,700 patients responded to the survey during the 1st Quarter of FY13 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 65% of patients respond "always" to the same questions during the same period. Nationally, 73% 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=1705 sites)
View our past performance over time >>
At BIDMC, over 1,700 patients responded to the survey during the 1st Quarter of FY13 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 47% of patients respond "always" to the same questions during the same period. Nationally, 58% of patients surveyed respond "always".
What are we doing to improve our performance?
We are focused on minimizing noise at night so our patients can get the sleep they need to heal and recover. We recently rolled out our Silent Hospitals Help Healing (SHHH) program to reduce noise at night and promote sleep for our patients. Quiet Hours are from 9pm to 6am, and we ask staff, patients, and visitors to respect this time. Hallway lights dim, doors to patient rooms are shut if possible, ear plugs are provided to all patients, conversations move away from hallways and common areas, and staff will be monitoring the noise level using a visible noise meter displayed on the unit. These are just some of the steps being taken to ensure the inpatient environment is a place to rest and heal.
Overall Rating of BIDMC
What are we measuring?
The percent of patients responding who gave BIDMC a rating of 9 or 10 on a scale from 0 (lowest) to 10 (highest).
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=1705 sites)
View our performance over time>>
At BIDMC, over 1,700 patients responded to the survey during the 1st Quarter of FY13 and 74% of respondents rated BIDMC a 9 or 10 (highest) when asked to rate their overal experience at BIDMC. A custom comparative database of 'like' academic medical centers in the eastern U.S. reports that 72% of patients rated their hospital a 9 or 10 during the same period. Nationally, 70% of patients surveyed rated the hospital in which s/he received care as 9 or 10.
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=1705 sites)
View our past performance over time >>
At BIDMC, over 1,700 patients responded to the survey during the 1st Quarter of FY13 period and 79% 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, 72% of patients surveyed respond "definitely yes" in recommending the facility in which s/he received care.
Other Useful Measures on Patient Experience
Last updated: April 3, 2013