Patient Satisfaction

Patient satisfaction is a very important gauge of healthcare quality—and it is linked to safety, quality, and the patient experience.  It measures patients' perception of the quality of the health care and services they receive. Middlesex Health measures patient satisfaction in all major areas, including:

  • behavioral health
  • Emergency Department
  • inpatient care
  • outpatient oncology
  • outpatient surgery
  • outpatient tests and treatments

Middlesex Health utilizes a nationally recognized patient satisfaction survey company, Press Ganey Associates, Inc., to collect results and compare them to other health care organizations on a national basis. Press Ganey data allows us to measure our performance against other health care organizations throughout the country. The survey asks for patients to rate several aspects of their healthcare experience, including those related to physicians, nurses, food services, housekeeping, admitting, discharge and billing services, and diagnostic tests and treatments.

How does Middlesex compare?

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

Our Emergency Departments in Marlborough and at the Shoreline Medical Center have 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 Associates, Inc. National Database for an entire year.  The Emergency Departments at Marlborough and Shoreline were two of approximately 200 organizations receiving this award in 2014.

What does Middlesex do with Press Ganey feedback?

All clinical staff and departments review results of the patient satisfaction surveys in order to find ways to improve the level of patient satisfaction. We want to make sure that our patients and their families have the best possible health care experience every time they come to Middlesex.