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Mayo Clinic earns patients’ trust, 5-star ratings for patient experience
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Mayo Clinic hospitals earned five-star ratings and made large strides in the likelihood of patients recommending Mayo Clinic for care — from 82.9% in 2017 to 87.5% in 2021. The improvement comes, in part, from a shift in focus for patient satisfaction surveys.
Mayo Clinic hospitals in Arizona, Florida and Rochester have received five-star ratings and all qualifying Mayo Clinic Health System hospitals have received at least a four-star rating for patient experience from the Centers for Medicare & Medicaid Services in the Hospital Consumer Assessment of Healthcare Providers and Systems survey.
"For the first time ever, Mayo Clinic in Arizona, Florida and Rochester received five-star ratings for Hospital Consumer Assessment of Healthcare Providers and Systems at the same time," says Jonathan Leighton, M.D., medical director for the Office of Mayo Clinic Experience. "This reflects the dedication that our staff have to providing a great patient experience rooted in Mayo Clinic values."
Watch: Dr. Leighton and Dr. Howell Jr. talk about Mayo’s focus on improving the patient experience.
Journalists: Broadcast-quality sound bites with Dr. Leighton and Dr. Howell are available in the downloads at the end of the post. Please courtesy: "Mayo Clinic News Network." Name super/CG: Jonathan Leighton, M.D./Medical Director/Office of Mayo Clinic Experience/Thomas Howell Jr., M.D./Assistant Medical Director/Office of Mayo Clinic Experience.
Hospitals received ratings of one to five stars, with five stars being the highest score. The ratings are based on data from patient experience surveys.
Five stars
- Mayo Clinic Hospital in Arizona.
- Mayo Clinic Hospital in Florida.
- Mayo Clinic Hospital in Rochester.
- Mayo Clinic Health System — Chippewa Valley in Bloomer, Wisconsin.
Four stars
- Mayo Clinic Health System in Albert Lea and Austin.
- Mayo Clinic Health System in Eau Claire.
- Mayo Clinic Health System in Fairmont, Minnesota.
- Mayo Clinic Health System in La Crosse.
- Mayo Clinic Health System in Mankato.
- Mayo Clinic Health System in New Prague, Minnesota.
- Mayo Clinic Health System in Red Wing.
- Mayo Clinic Health System — Northland in Barron, Wisconsin.
- Mayo Clinic Health System — Red Cedar in Menomonie.
Shifting the focus of Mayo's own patient surveys
The national Hospital Quality and Hospital Consumer Assessment of Healthcare Providers and Systems survey is one of many ways patient satisfaction is measured. Mayo Clinic also partners with Press Ganey, which provides patient experience measurement services, to learn where Mayo is doing well and where there are opportunities to improve.
One focus in recent years is the "likelihood to recommend" Mayo Clinic for medical care.
"Our journey started in 2017 when we examined our patient satisfaction scores at Mayo, an organization that did very well for patient satisfaction scores and patient experience, but wanted to really up our game and understand how we can improve," says Thomas Howell Jr., M.D., assistant medical director of the Office of Mayo Clinic Experience. "We looked at some fundamental realities of how we did things, retooled with some improved expertise, and changed how we talk about and measure patient satisfaction."
The likelihood that patients would recommend Mayo Clinic for care went from 82.9% in 2017 to 87.5% in 2021.
Patient satisfaction scores improved for the four major areas where Mayo conducts patient surveys: inpatient, outpatient, emergency department and ambulatory surgery services.
It also was apparent that patient experience is heavily influenced by the experiences of others.
"We realized that experience not only involves the patient, but it involves their family," Dr. Leighton says. "And experience also involves our staff. And so, for that reason, we moved from calling it the Office of Patient Experience to the Office of Mayo Clinic Experience."
Expanding the definition to include all experiences that people have when they choose Mayo Clinic allows Mayo to create strategies for staff to improve those experiences.
"Continuous improvement is what’s important. Always being better tomorrow than we are today. And hopefully, we're better today than we were yesterday," Dr. Howell Jr. says.
Learn more about Mayo Clinic locations in the U.S. and abroad:
- Mayo Clinic in Arizona.
- Mayo Clinic in Florida.
- Mayo Clinic in Minnesota.
- Mayo Clinic Health System.
- Mayo Clinic Healthcare, London.
- Sheikh Shakhbout Medical City, Abu Dhabi, UAE.
For the safety of its patients, staff and visitors, Mayo Clinic has strict masking policies in place. Anyone shown without a mask was either recorded prior to COVID-19 or recorded in a nonpatient care area where social distancing and other safety protocols were followed.
