• Press Release

The Mount Sinai Hospital Expands Use of Mobile Patient Satisfaction Tool

Technology Gathers Feedback from Patients in Real Time

  • NEW YORK
  • (August 21, 2014)

The Mount Sinai Hospital has expanded its use of a patient survey tool called RateMyHospital®, which captures real-time patient feedback and enables staff to make rapid changes that improve each patient’s care. The tool, now available to admitted patients in the Hospital’s cardiology, medicine, orthopedics and oncology units, collects feedback regarding patient satisfaction using smartphones.

"We are expanding our use of this survey tool, because it gives us the timely information we need to respond to patient needs, and demonstrates that we care about their experience," said David Reich, MD, President and Chief Operating Officer, The Mount Sinai Hospital. “The system is fast enough to enable our staff to use the information to improve our patients’ experience within minutes or hours while they remain under our care in the hospital.”

Traditional patient-satisfaction scores are based on paper, telephone, or electronic surveys that are sent to patients after they have left the facility. RateMyHospital® helps health care providers get real-time patient feedback that they can act on immediately. Survey response rates with RateMyHospital are about 15 percent, according to its designer.

First launched in the Derald H. Ruttenberg Treatment Center of the Tisch Cancer Institute in July of 2013, the Center has already received approximately 2,500 completed mobile surveys from patients’ smartphones, with most surveys filled out by patients within 24 hours of receiving a text message.

"RateMyHospital is one of the many tools we have recently implemented to help the Mount Sinai Health System improve the experience of care for the communities we serve, and given the tool’s early success, we will continue rolling it out in the coming months in other clinical areas," said Jeremy Boal, MD, Chief Medical Officer and Executive Vice President for Clinical Operations, Mount Sinai Health System.

To use RateMyHospital®, patients receive a link to a survey as a text message on their smartphones, and fill it out at the point of care. Patients are asked 11 questions based on a five-star rating system, with five being the best score. The questions cover topics, such as room cleanliness and the attentiveness of the nursing and medical staff. Patient feedback can be seen immediately by staff on a web-based dashboard, enabling them to address patient concerns and make timely improvements.

“Patient satisfaction, communication and transparency are priorities for the Mount Sinai Health System and using emerging technology is furthering those missions,” said Margaret Pastuszko, MBA, Chief Strategy Officer, Mount Sinai Health System. “This program represents the first time that patient satisfaction information has been gathered using the patients’ own mobile devices, and then analyzed and acted on immediately.”

“We are very happy to expand our relationship with Mount Sinai as a global leader in care quality and transparency," said Edward Shin, MD, Chief Executive Officer of Quality Reviews, Inc., the software company that designed the tool. “The leadership at Mount Sinai is committed to giving consumers a voice through this technology, which is set to revolutionize the patient experience.”

About the Mount Sinai Health System

Mount Sinai Health System is one of the largest academic medical systems in the New York metro area, with more than 43,000 employees working across eight hospitals, over 400 outpatient practices, nearly 300 labs, a school of nursing, and a leading school of medicine and graduate education. Mount Sinai advances health for all people, everywhere, by taking on the most complex health care challenges of our time — discovering and applying new scientific learning and knowledge; developing safer, more effective treatments; educating the next generation of medical leaders and innovators; and supporting local communities by delivering high-quality care to all who need it.

Through the integration of its hospitals, labs, and schools, Mount Sinai offers comprehensive health care solutions from birth through geriatrics, leveraging innovative approaches such as artificial intelligence and informatics while keeping patients’ medical and emotional needs at the center of all treatment. The Health System includes approximately 7,300 primary and specialty care physicians; 13 joint-venture outpatient surgery centers throughout the five boroughs of New York City, Westchester, Long Island, and Florida; and more than 30 affiliated community health centers. We are consistently ranked by U.S. News & World Report's Best Hospitals, receiving high "Honor Roll" status, and are highly ranked: No. 1 in Geriatrics and top 20 in Cardiology/Heart Surgery, Diabetes/Endocrinology, Gastroenterology/GI Surgery, Neurology/Neurosurgery, Orthopedics, Pulmonology/Lung Surgery, Rehabilitation, and Urology. New York Eye and Ear Infirmary of Mount Sinai is ranked No. 12 in Ophthalmology. U.S. News & World Report’s “Best Children’s Hospitals” ranks Mount Sinai Kravis Children's Hospital among the country’s best in several pediatric specialties.

For more information, visit https://www.mountsinai.org or find Mount Sinai on Facebook, Twitter and YouTube.

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