Why do we measure patient satisfaction?
Our goal at Baystate Health is to provide exceptional health care in an environment that treats our patients and their families as individuals with dignity, respect and privacy. Baystate Medical Center, Baystate Franklin Medical Center and Baystate Mary Lane Hospital, the physician practices and home care services comprising Baystate Health are committed to providing the highest quality of care and patient satisfaction for our patients.
Listening to our patients' feedback is our most important way to know and learn about their experiences with our staff and services. We measure patient satisfaction as a way to understand and find opportunities to improve future patient experiences. By listening and responding to concerns, we are committed to forming relationships for loyalty and excellence.
How do we measure patient satisfaction?
Baystate Health uses an external company, Professional Research Consultants (PRC), to conduct telephone surveys after their hospital stay or visit. The surveys are conducted randomly and with the utmost confidentiality. We share information and results in a timely manner with our staffs to work on improvements for future care and services.
PRC provides results for our inpatient care, emergency department care, ambulatory care, obstetrical care, pediatric care, outpatient tests/treatment care, medical practice office visits, and home health service visits. We also survey patients who are transported by Baystate Health ambulance services.
What kinds of questions are included in the surveys?
We ask patients to rate their care and experiences regarding communications with doctors and nurses, impressions of their overall quality of care and likelihood to recommend our services.
Our results are then benchmarked against over 500 other hospitals and service areas in the PRC national database. Our hospital-specific scores allow us to gauge our current performance, and then track improvements over time.
As part of the inpatient survey for medical, surgical and obstetrical patients, we ask additional questions that are then posted on the national Hospital Compare.gov website. The Center for Medicare and Medicaid Services provides a free consumer-oriented website with up-to-date hospital quality and patient satisfaction information including the results of this position of the survey:
http://www.cms.hhs.gov/HospitalQualityInits/11_HospitalCompare.asp
Another patient satisfaction information website is Hospital Care Quality Information from the Consumer Perspective
What are the results?
2011 PRC Customer Satisfaction Awards
Why are the results important to patient care?
Our mission is to improve the health of the people in our communities with quality and compassion. If our patients are pleased with their experience at Baystate Health, they will recommend our services to others and return to us when they or their families need care. This positive relationship ensures the long-term success of Baystate Health and sustains our ability to achieve our mission
Our hospital teams are working very hard to listen carefully to our patients and address their needs. It is important that we earn their trust and improve every patient and family’s experience.
What if I have a question or comment about a recent experience at one of the Baystate Health facilities?
We care about your comments at any time during your stay with us. Let us know your thoughts including any concerns or matters that you may want to share with us.
Please use any one of the contact addresses or telephone numbers below so that you can be assisted by the appropriate person, or contact us :
Director, Patient and Guest Relations
Baystate Medical Center
759 Chestnut Street
Springfield, MA. 01199
413-794-5456
Director, Quality and Risk Management
Baystate Franklin Medical Center
164 High Street
Greenfield, MA 01301
413-733-2232
Manager, Quality and Risk Management
Baystate Mary Lane Hospital
85 South Street
Ware, MA 01082
413-967-2153
If you have questions regarding the survey, please contact:
Manager, Customer Satisfaction and Market Research
Baystate Health
759 Chestnut Street
Springfield, MA. 01199
