Patient Experience and Satisfaction

What is Patient Satisfaction and Patient Experience?

At Baystate Health (BH), our mission is to improve the health of people in our communities every day, with quality and compassion. We know that providing quality care not only involves how well we deliver your care, but also how well we treat you as a person -- with dignity, respect, care, and compassion. This is the “patient experience” at Baystate Health.

Your satisfaction with your experience at BH is very important to us. We listen to our patients and their families and make improvements based upon what they tell us. One way we obtain feedback for improvement is through surveys. Listening to patient feedback is a valuable way to know what we are doing well and where we need to improve.

Measuring Patient Satisfaction

Frequently Asked Questions

What is HCAHPS?

All Baystate Health hospitals use a special survey called HCAHPS, or the Hospital Consumer Assessment of Healthcare Providers and Systems Hospital Survey to obtain information about patient satisfaction and patient experience. Many hospitals throughout the United States are using this survey. Soon After discharge from the hospital, patients are contacted and asked questions about their recent hospital stay.

Why do we measure patient satisfaction?

Our goal at Baystate Health is to provide exceptional healthcare in an environment that treats our patients and their families as individuals with dignity, respect and privacy. Baystate Medical Center, Baystate Franklin Medical Center, Baystate Noble Hospital and Baystate Wing Hospital, along with the physician practices and home care services that make up 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 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. 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's and family’s experience.

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.

How do we measure patient satisfaction?

Baystate Health uses an external company, Press Ganey (PG) who send patients surveys via email, paper or texting. PG selects patients who have been recently discharged and asks them questions about their recent hospital stay or visit, such as doctor and nurse communication, pain management, communication about medications, and discharge instructions. The surveys are with the utmost confidentiality.

We share information and results in a timely manner with our staff to work on improvements for future care and services.

PG 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.

What kinds of questions are included in the surveys?

We ask patients to rate their care and experiences regarding communications with doctors and nurses, and likelihood to recommend our services.

Our results are then compared to over 500 other hospitals and service areas in the PG national database. Our hospital-specific scores allow us to see how we're doing and then track improvements over time. To learn more about the survey tools that Baystate Health facilities use, please click the following link: HCAHPS Fact Sheet

As part of the inpatient survey for medical, surgical and obstetrical patients, we ask a few extra questions that are then posted on the national Hospital Compare website. Hospital Compare is a free consumer website with up-to-date hospital quality and patient satisfaction information. It is provided by the Centers for Medicare and Medicaid Services.

What if I have a question or comment about a recent experience at one of the Baystate Health facilities?

We care about your comments. 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 through this form.

Contact Information

Baystate Medical Center

Director, Patient and Guest Relations
759 Chestnut Street, Springfield, MA 01199

Baystate Franklin Medical Center

Regional Director, Healthcare Quality
164 High Street, Greenfield, MA 01301

Baystate Noble Hospital

Manager, Quality and Risk Management
115 West Silver Street, Westfield, MA 01085

Baystate Wing Hospital

Manager, Quality and Risk Management
40 Wright Street, Palmer, MA 01069

If you have questions regarding the survey, please contact us through this form.

To learn more about patient satisfaction from the consumer's perspective, please check Hospital Care Quality Information from the Consumer Perspective.

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