Providing the Best Possible Patient Experience

At UPMC, we are committed to giving you and your family the highest level of clinical care as well as the best service possible. Our goal is to ensure you get the right care, in the right way, at the right time, every time.

We do this by focusing on the patient experience during every phase of your care and constantly challenging ourselves to meet the highest standards of quality as measured by patient outcomes, safety, and satisfaction.

• We try to communicate with you in a clear and easily understandable way that informs, engages, and empowers you as a partner in your care. We provide the information you need so you know where to go, what to expect, who to talk to, what to do, and how to follow up at every point along the way.
• We use patient and family feedback to monitor the patient experience and identify areas where we can improve care. One of the scorecards we use to benchmark our performance against that of our peers is the Centers for Medicare and Medicaid Services Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey, which measures the patient’s perception of care.
• We regularly measure our quality outcomes by collecting and carefully analyzing data. By using evidence-based information to drive decisions about your care, we create consistent, effective processes that improve our quality and promote your satisfaction and participation in your care.