Inpatient Experience and Satisfaction
The H-CAHPS® (Hospital Consumer Assessment of Healthcare Providers and Systems) survey is sent to patients after they are discharged from the hospital to ask them questions about the care they received while they were an inpatient. Patients are asked to answer the questions with "Always," "Usually," "Sometimes" or "Never." The Scores below reflect the percent of time that the patients answered "Always." Source of comparison data is Press Ganey National Database Participants.
Our results are also posted on the national CMS' Hospital Compare site. For more information on H-CAHPS, please go to HCAHPSonline.org.
Communication with Nurses
What are we measuring?
The Communication with Nurses score are the responses to the questions:- 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?
What is our most recent performance and trend?
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. 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?
The Responsiveness of Hospital Staff score are the responses to questions:- Call button help as soon as you wanted?
- Help toileting soon as you wanted?
What is our most recent performance and trend?
What are we doing to improve our performance?
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?
The Communication with Doctors score are the responses to the questions:
- Doctors treat you with courtesy and respect?
- Doctors listen carefully to you?
- Doctors explain in a way you understand?
What is our most recent performance and trend?
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 Pain Management score is the response to the question about how well your pain was well controlled while you were in the hospital.What is our most recent performance and trend?
What are we doing 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 Communications about New Medications score reflects the response to the question about how well hospital staff explained the purpose of new medications given to your during your hospital stay as well as any side effects that medication might cause to you.What is our most recent performance and trend?
What are we doing to improve our performance?
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. If you need more information or have any questions about a medication, please do not hesitate to ask your nurse or physician.
Room and Bathroom Always Kept Clean
What are we measuring?
Your response to the question asking if your hospital room and bathroom were always kept clean.What is our most recent performance and trend?
What are we doing to improve our performance?
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?
Your response to the question asking if the area around your room is quiet at night.What is our most recent performance and trend?
What are we doing to improve our performance?
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.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).What is our most recent performance and trend?
Likelihood to Recommend BIDMC
What are we measuring?
The percent of patients responding "Definitely Yes" to the likelihood of recommending BIDMC to others for inpatient care.What is our most recent performance and trend?
Other Measures of Patient Experience
Last updated: July 2018