Patient Satisfaction

At Middlesex Health, our patients come first.

There is much more to your experience with a health care system than clinical care—from the moment you walk in the door of a facility to the moment you leave, each interaction matters.

Patient satisfaction is a measure of your perception of the quality of the care and services you receive. It is closely linked to both safety and quality outcomes. At Middlesex Health, we measure patient satisfaction in all major areas of care, including:

  • Inpatient
  • Outpatient oncology (cancer care)
  • Outpatient surgery
  • Outpatient tests and treatment
  • Behavioral health
  • Emergency Department
Measurement Tools

We use two different tools to measure patient satisfaction in these areas.

Middlesex Health uses a nationally-recognized patient satisfaction survey company, Press Ganey Associates, Inc., to collect data and compare our performance to other health care organizations in the United States.

You may receive a survey from Press Ganey after receiving care at Middlesex. The survey asks you to rate several aspects of the health care experience, including physicians, nurses, food service, environmental and housekeeping services, admitting, discharge and billing, diagnostic tests and treatments. 

Middlesex Health scores extremely well on Press Ganey patient satisfaction surveys. We have received many awards for excellence, and we consistently score better than most other health care organizations in the United States.

Our Emergency Departments in Marlborough and Westbrook (Shoreline Medical Center) have historically received the prestigious Press Ganey Guardian of Excellence Award for patient satisfaction. This means that the department ranked in the 95th percentile or above in the Press Ganey National Database for an entire year.

The Centers for Medicare and Medicaid Services (CMS) requires hospitals to use a survey tool called HCAHPS (Hospital Consumer Assessment of Hospital Providers and Systems). HCAHPS data is available to the public, so that patients and communities can see how their local health care organizations perform.

Additionally, based on the results of this survey, CMS gives financial rewards or penalties to hospitals.

View Middlesex Health’s HCAHPS Data


Putting the Data to Work for You

Each department at Middlesex Health regularly reviews their patient satisfaction survey results. These results provide us with valuable feedback and help us continuously improve all aspects of our care and services. 

We want you, as well as your family and loved ones, to have the best possible experience each time you come to Middlesex Health.

Contact Us

If you have questions or concerns, you are welcome to contact our Quality Improvement team.

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