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Patient and Family Satisfaction

Measuring Patient and Family Satisfaction

How do we know what patients and families think about the care and service we provide?  We ask them!


Hospital patients and their families are encouraged to call our CareLine (781-624-8888) during their stay to let us know how we can make their visit better.

Press Ganey Satisfaction Surveys

The most comprehensive method that we use to measure patient and family satisfaction is through formal surveys that are independently administered by Press Ganey Associates of Indiana. Press Ganey is the nation’s leading satisfaction measurement firm. Survey results help us hear the voices of our patients, and act on what they are telling us to make improvements to their care and to our organization as a whole. One benefit of working with Press Ganey is that we are able to compare our patients’ satisfaction with how satisfied patients report they are with more than 900 other hospitals and home care agencies across the country.

Press Ganey assists us in surveying several groups of patients, including those who received our emergency, critical care, inpatient, maternity, NICU, pediatrics, outpatient, visiting nurse and hospice services. Our patients and their families tell us that – more than anything – they want us to focus on assuring that we:

  • Help them feel safe
  • Keep them informed
  • Work together as a team
  • Respond promptly to their concerns
  • Demonstrate at all times that we care about them as individual persons

Here is how over five thousand patient and families rated their overall satisfaction with South Shore Hospital’s care for the period January 1, 2016 to March 31, 2016:

Type of Care SSH Satisfaction Score National Score

Overall rating of inpatient care



Overall rating of emergency care



Overall rating of outpatient care



Overall rating of visiting nurse care



Overall rating of ambulatory surgical care



Overall rating of outpatient rehabilitation care



Overall rating of medical practices/clinics care



Hospital Consumer Assessment of Health Care Providers (HCAHPS)

The Federal Centers for Medicare and Medicaid Services (CMS) now reports nationwide hospital patient satisfaction data on its Hospital Compare website.

Patient satisfaction with South Shore Hospital during this period closely approximates state and national averages (see below).

CMS uses a survey known as the Hospital Consumer Assessment of Health Care Providers (HCAHPS) to measure the extent to which patients are satisfied with their hospital experiences.

Prior to HCAHPS, there was no national standard for collecting or publicly reporting patient satisfaction that would enable valid comparisons to be made across all hospitals. CMS designed HCAHPS to produce comparable data on patients' perspectives of care that allows objective and meaningful comparisons among hospitals on topics that are important to consumers. CMS believes that public reporting of survey results will create incentives for hospitals to improve the quality of their care. CMS also believes that public reporting will enhance public accountability in health care by increasing the transparency of the quality of hospital care provided in return for public investment.

The HCAHPS survey is composed of 27 questions that are then bundled and reported as 10 composite scores. Most questions on the HCAHPS survey ask the patient to report on their hospital experience by answering how certain aspects of care occurred — “always,” “usually,” “sometimes” or “never.” Only the information about whether a particular action “always” occurred will be reported on the Hospital Compare website, because CMS believes this is the answer that most strongly indicates patients’ overall satisfaction.


South Shore MyChart Patient Portal

Introducing South Shore MyChart, the new and improved Patient Portal.

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