• Measuring Patient Care

    Patient and Family Satisfaction

    Why do we measure satisfaction?

    Dana-Farber Cancer Institute strives to deliver the highest quality health care services. In our ongoing efforts to exceed expectations, we request the opinions of patients and families about the services we provide. This direct feedback helps us make changes and continue the cycle of improvement.

    Areas we measure

    How do we survey our patients?

    We send satisfaction surveys to a random selection of patients, after the patient's last visit to Dana-Farber. The survey asks patients and families to rate us and comment on the following aspects of their care:

    • Overall experience
    • Scheduling your visit
    • Check-in/wait time
    • Facility
    • Safety
    • Oncologist
    • Nurses
    • Radiology
    • Personal issues (including patient- and family-centered care questions)
    • Chemotherapy
    • Radiation therapy
    • Symptom management
    • Overall assessment

    Each section addresses different aspects of the patient care experience. Each question is rated based on a five-point scale - very poor (1) to very good (5) - and converted to a 100-point scale for reporting.

    The questions were reviewed by the Patient and Family Advisory Councils at Dana-Farber. The selection of questions included here was based on the Councils' perspective of what is most important to patients and their families.

    Benchmark information

    A benchmark is a standard by which something is evaluated or measured. Health care organizations use benchmarking to evaluate aspects of their processes in relation to best practices or other similar institutions (peer groups).

    The adult benchmark peer group includes National Cancer Institute-designated comprehensive cancer centers and members of the National Comprehensive Cancer Network. Centers in the benchmark group offer services similar to those available at Dana-Farber.

    Currently, there is no appropriate benchmark for the Pediatric Patient Satisfaction data; the Press Ganey system used by Dana-Farber and its partners is not commonly used by other pediatric hospitals.

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    • For adults:
      877-442-3324 (877-442-DFCI)
    • For children:
      888-733-4662 (888-PEDI-ONC)
    • Or complete the online form.