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Patient and Family Satisfaction

Measuring Patient and Family Satisfaction

How do we know what patients and families think about the care and service we provide?  We ask them!

Careline 

Hospital patients and their families are encouraged to call our CareLine (781-624-8888) during their stay to let us know how we can make their visit better.

Patient Experience Surveys

The most comprehensive method that we use to measure the patient and family experience is through formal surveys that are independently administered by Press Ganey Associates of Indiana. Press Ganey is the nation’s leading satisfaction measurement firm. Survey results help us hear the voices of our patients, and act on what they are telling us to make improvements to their care and to our organization as a whole. One benefit of working with Press Ganey is that we are able to compare our patients’ satisfaction with how satisfied patients report they are with more than 1,000 other hospitals and home care agencies across the country.

Press Ganey assists us in surveying several groups of patients, including those who received our emergency, critical care, inpatient, maternity, pediatrics, outpatient surgery, visiting nurse and hospice services, and our medical practices. Our patients and their families tell us that – more than anything – they want us to focus on assuring that we:

  • Help them feel safe
  • Keep them informed
  • Work together as a team
  • Respond promptly to their concerns
  • Demonstrate at all times that we care about them as individual persons


Hospital Consumer Assessment of Health Care Providers (HCAHPS)

The Federal Centers for Medicare and Medicaid Services (CMS) now reports nationwide hospital patient satisfaction data on its Hospital Compare website.

CMS uses a survey known as the Hospital Consumer Assessment of Health Care Providers (HCAHPS) to measure the extent to which patients are satisfied with their hospital experiences.

Prior to HCAHPS, there was no national standard for collecting or publicly reporting patient satisfaction that would enable valid comparisons to be made across all hospitals. CMS designed HCAHPS to produce comparable data on patients' perspectives of care that allows objective and meaningful comparisons among hospitals on topics that are important to consumers. CMS believes that public reporting of survey results will create incentives for hospitals to improve the quality of their care. CMS also believes that public reporting will enhance public accountability in health care by increasing the transparency of the quality of hospital care provided in return for public investment.

Most questions on the HCAHPS survey ask the patient to report on their hospital experience by answering how certain aspects of care occurred — “always,” “usually,” “sometimes” or “never.” Only the information about whether a particular action “always” occurred will be reported on the Hospital Compare website, because CMS believes this is the answer that most strongly indicates patients’ overall satisfaction.

Here is the adult admitted inpatient perception of care received at South Shore Hospital as it compares to Massachusetts and national averages (over 4,000 facilities participate nationwide) for the period January 1, 2016 to December 31, 2016:

Indicator % SSH Patients % State Avg. % National Avg.

Patients who reported "Yes", they would definitely recommend our hospital

76

74

72

Patients who gave their hospital a rating of 9 or 10 on a scale from 0 (lowest) to 10 (highest)

71

71

73

Communication with nurses

- Treated with courtesy, respect
- Listened carefully to you
- Explained things so you understand

83

81

80

Communication with doctors

- Treated with courtesy, respect
- Listened carefully to you
- Explained things so you understand

80

81

82

Responsiveness of hospital staff

- To call button
- With help going to the bathroom

68

66

69

Pain management

- How well pain controlled
- Staff did all they  could to help with pain

72

71

71

Communication about medicines

- Told what medicine was for
- Side-effects were described

64

64

65

Cleanliness of hospital environment

- Room/bathroom kept clean

65

72

75

Quietness of hospital environment

- Area around room quiet at night

57

52

63

Discharge information complete

91

89

87

Patient understood their care when they left our hospital

54

53

52

    

South Shore MyChart Patient Portal

Introducing South Shore MyChart, the new and improved Patient Portal.

 
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