Patient Experience

Measurement, Evaluation & Prioritization

 

Guided by the needs of our patients and families

Mass General listens to the voices of patients and families in many different ways – Patient and Family Advisory Councils (PFACs), letters, focused interviews, as well as the ongoing collection of patient feedback soon after inpatient and ambulatory visits.

How do we listen to patients and measure the patient experience?

Mass General partners with NRC Health to collect feedback on an ongoing basis from patients about their care experiences. This partnership enhances our efforts to understand and improve the patient experience. NRC Health serves as the single patient experience vendor across Mass General Brigham.

What are the benefits of this NRC Health partnership?
  • A high volume of responses across services and settings
  • Ability to manage feedback in a timely manner
  • Understanding of themes from the survey data and patient comments
  • The opportunity to highlight the many positive comments about experiences
  • Ability to compare data and share best practices across the hospital and throughout the system
  • Support for continued Magnet nursing recognition

NRC Health

NRC Health patient experience model.

Real-time patient experience survey questions

Please click here to view the questions we ask our patients post visit by survey area. [internal access]

Frequently asked questions (FAQs)

Please click here for frequently asked questions about NRC Health. [internal access]