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What it takes to be a top performer

July 10, 2012

Lisa Beaudry, MPH, BSN, CNM, Director of Patient Care ServicesWare, MA – According to Lisa Beaudry, MPH, BSN, CNM, Director of Patient Care Services, the recent Hospital Consumer Assessment of Health Providers and Systems (HCAHPS) results show that Baystate Mary Lane Hospital consistently ranks high in patients’ assessment of and satisfaction with the overall quality of their care, scoring higher than national and state averages and consistently higher than many other hospitals in the region.


Baystate Mary Lane Hospital employees have long understood that quality care is everyone’s responsibility. Patients and families who visit the hospital know quality care when they experience it. It’s in the way we do our work every day; the way our physicians communicate with their patients; the care our nurses provide in a quiet healing environment; the quick response by our Radiology and Laboratory services when a diagnostic test is needed; the cleanliness of our hospital; and the food we serve. Every member of our staff is committed to ensuring that every healthcare experience at our hospital is outstanding.


Proof that Baystate Mary Lane Hospital continues to provide excellent service to our patients can be found in the recent publication of online data from the Centers for Medicare and Medicaid Services (CMS) survey known as HCAHPS, which stands for Hospital Consumer Assessment of Health Providers and Systems. This government-required survey, which measures the patient experience, is the first national standardized, publicly reported survey of patients' perspective of their hospital care. Since everyone must use the same survey and data collection methodology, HCAHPS provides an equal comparison of all hospitals throughout our state and nation.


Recent HCAHPS results show that Baystate Mary Lane Hospital consistently ranks high in patient satisfaction, scoring higher than national and state averages and higher than many of the hospitals in our region. The HCAHPS Survey contains eight patient perspectives on the care they have received during a hospital stay, including communication with doctors and nurses, responsiveness of hospital staff, pain management, cleanliness and quietness of the hospital environment, and instructions about medications and discharge. This information is publicly available via the Hospital Quality Alliance Web site (


In addition to measuring patient satisfaction through the HCAHPS Survey, Baystate Mary Lane Hospital participates in numerous other independent third-party reviews by organizations and governmental agencies – from the federal government's Centers for Medicare & Medicaid Services to the Massachusetts Department of Public Health; private organizations such as the Joint Commission; and health insurance companies.


Baystate Mary Lane’s HCAHPS results reflect the dedication of our staff and the hard work they have been doing to provide exceptional care to patients. We are especially proud of the work our nurses have done to advance communication with patients and their families at the bedside. With the patient’s permission, his or her nurses both come to the room at the change of each shift to talk about their care plan. This provides an excellent opportunity for patients and families to ask questions about the care as well as to meet the incoming nurse.


At the start of each shift our nurses also set goals with their patients. Once they identify what a patient’s goal is for that day, the nurse writes it on a white board in the room and everyone on the team focuses on accomplishing the goal, be it walking in the hall, taking a shower or calling a loved one.


In the future, HCAHPS scores will play an even larger role in reimbursement. The Patient Protection and Affordable Care Act, which was signed into law last March, will establish a Value-Based Purchasing plan beginning in FY2013. This will mark an historic change in how Medicare pays health care providers and facilities and for the first time, 3,500 hospitals across the country will be paid for inpatient acute care services based on care quality, not just the quantity of services they provide.


This month, our staff and several of our patients will gather to celebrate and recognize our inpatient care team for their outstanding national patient satisfaction scores and for the outstanding care that they provide each and every day. We will also reflect on the successful collaboration of our employees, physicians, volunteers and our leadership teams for their efforts to make healthcare quality a part of their everyday work.


While it is wonderful to be recognized on a national level for such high standards, there is always room for improvement. We will continue to work to raise the bar in making exceptional quality of care, patient satisfaction, and patient safety our number one priority.

At Baystate Mary Lane Hospital, our goal is to do the right thing for patients and their families so that we are the first place that comes to their mind for health care.


Awards and Distinctions

Baystate Mary Lane Hospital’s Commitment to Quality


The Joint Commission ( TJC) ranked Baystate Mary Lane Hospital one of the nation’s top performers for Surgical and Pneumonia care – in the top 14% nationally – and one of the top six hospitals in the state,


National Professional Research Consultants (PRC) ranked Baystate Mary Lane Hospital in the top 10% nationally for patient satisfaction with overall quality in Emergency Services, Medical/Surgical Care and Outpatient Services.


The Leapfrog Hospital Recognition Program, the gold standard for comparing hospitals’ performance on national standards, ranked Baystate Mary Lane Hospital in the top 10% nationally for its scores in patient safety, quality, and standard of care.


Harvard Pilgrim named Baystate Mary Lane Hospital to the 2011 Harvard Pilgrim Hospital Honor Role as a top performer- among the top 25% of hospitals nationally for quality measures associated with care of patients with pneumonia, stroke, heart attack, heart failure, and prevention of surgical infections.


Stroke Silver Plus Quality Achievement Award – The American Heart Association/American Stroke Association awarded Baystate Mary Lane Hospital with the Stroke Silver Plus Quality Achievement Award for commitment to and success in implementing a higher standard of stroke care.