Patient Experience Reporting

Why do we measure the patient experience?

We want our patients and caretakers to have excellent healthcare experiences.  To ensure that we are meeting that goal, we conduct patient experience surveys to assess the quality of care and use the results to develop strategies to improve or maintain our high performance.

Patient surveys are also used to report to insurers how we are meeting patient experience metrics.

The Winchester PROMISE

Winchester Hospital and its physicians are committed to promoting exceptional patient care, guided by our mission: To Care. To Heal. To Excel. In Service to Our Community; and by our PROMISE values, which provide every staff member with clear behavioral and organizational expectations and focus.

  • Promoting Team Work
  • Respect
  • Ownership
  • Maintaining a Positive Attitude
  • Initiative
  • Safety and Quality
  • Empathy

Winchester PHO is also committed to fostering that PROMISE and maintaining a high standard of service and respect for our patients and our colleagues.

What do we measure?

Surveys collect data on patient access and the visit and practice (the ease of scheduling appointments, courtesy of support staff, wait times, etc.) through to follow-up care, such as obtaining referrals.  The bulk of data is collected on the care provider, including concern for patient issues, time spent with patients, and explanations of conditions, medications and follow-up care.

For a full list and a sense of typical questions, you can see a sample survey for adult and pediatric patients.

How do we measure?

WinPHO uses two main methods for measuring quality: Press Ganey and Massachusetts Health Quality Partners.

What happens to the results?

Maintaining a quality patient experience is important to us, both for patient care and in meeting quality performance metrics in our managed care contracts, and we monitor survey results weekly and provide monthly updates to physicians and practices.

If you or your practice would like additional feedback or support to launch initiatives, Winchester PHO is available for assistance. We can provide educational tools and more in-depth information on Winchester’s PROMISE culture.


Jo Calnan
Supervisor of Population Health and Patient Experience; Health Coach
Winchester Physician Hospital Organization
1021 Main Street, Suite 203, Winchester MA 01890
Office: 781-756-7664