Baystate Mary Lane Hospital Earns ‘Outstanding’ Ratings in Survey

WARE — Christine Shirtcliff, President of Baystate Mary Lane Hospital announced that the hospital has received outstanding scores in recent H-CAHPS (Hospital-Consumer Assessment of Healthcare Providers and Systems) survey results.

“Baystate Mary Lane Hospital met or outperformed the state and national averages, and led the region for patients’ responses to “overall quality of care” experienced during their most recent hospital visit,” said Shirtcliff. “We are proud of the results our hospital has achieved on behalf of patients and families receiving care at Baystate Mary Lane Hospital as we continue to deliver the Baystate Health promise of excellent quality care.”

The surveys — required by the federal government — gauge how well doctors and nurses communicate, whether patients believe they received help in a timely manner, and whether they would recommend a hospital to others. All U.S. hospitals are required by the Centers for Medicare and Medicaid Services (CMS) and the Agency for Healthcare Research and Quality (AHRQ) to survey 300 medical, surgical and obstetrical inpatients annually on their patient experience while in the hospital.

Baystate Mary Lane Hospital received outstanding scores in many categories including overall quality, communication with doctors and nurses, responsiveness of hospital staff, communication about medicine, and discharge information. “Listening to our patients’ feedback and soliciting their opinion is the most valuable way to know what we are doing well and where we can improve,” said Shirtcliff. “If patients are pleased with their experience at Baystate Mary Lane Hospital, they will recommend our services to others and return to us when they or their families need care.”