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Quality and Safety Achievements

Quality and Safety Achievements

Providers at UMass Memorial have an ongoing commitment to improving quality and safety for our patients. We are proud to share with our patients a sampling of our accomplishments:

Medical Center Ranked High for Being Social Media Friendly

The Medical Center earned the distinguished honor of being named one of the Top 100 Social Media Friendly Hospitals in the country. Ranked 24th of 800 hospitals nationally by, the Medical Center earned an 80.9 out of a possible 100-point score.


DPH designates Medical Center as one of four sites for Ebola Care and Preparation

UMass Memorial was named by the Massachusetts Department of Public Health as one of eight designated sites for Ebola care. The CDC visited four sites (UMass Memorial, Boston Children’s Hospital, Massachusetts General Hospital and Baystate Medical Center) last winter.


Four People, Two Organs, One Miraculous Week at the Medical Center

Local press interviewed Adel Bozorgzadeh, MD, chief of organ transplantation, and three patients about a story of a Good Samaritan organ donation and remarkable timing. Three days after a local teacher, Kaitlin O’Connell, gave a kidney to the father of students from her school, her own father, Barry O’Connell, received the liver he had been waiting for.

Joint Commission Survey at the Medical Center – A Success!

It was a team effort, and the Medical Center excelled. Surveyors were impressed with stories demonstrating how the Medical Center provides safe care with patients as the focus. One surveyor described the Medical Center as a “learning organization.” All the best hospitals are, and the Medical Center is proud of being committed to providing the very best care to our patients.


Medical Center 10th (up from 14th) among the Best Hospitals in Massachusetts Ranked by US News & World Report 2014-2015 Best Hospitals

Ranked 10th among the best hospitals in Massachusetts, the Medical Center earned top ranking in Central and Western Massachusetts and Worcester metro regions and the distinction of “high performing” in a number of specialty areas. US News evaluates hospitals in 16 adult specialties. The Medical Center’s high-performing specialty areas include:

·       Cancer

·       Diabetes and endocrinology

·       Gastroenterology and gastrointestinal surgery

·       Geriatrics

·       Nephrology

·       Neurology and neurosurgery

·       Pulmonary

·       Urology


American Heart Association/American Stroke Association’s “Get With the Guidelines®” (GWTG) Stroke Gold Plus and Silver Awards for Medical Center

For the past several years, the University Campus at the Medical Center has been recognized by the American Stroke Association as a Get with the Guidelines Gold Plus recipient. This year, the Memorial Campus joined it in being named a GWTG Silver recipient. Both are recognized for providing aggressive, proven stroke care.


Medical Center One of Four Sites Testing Bionic Pancreas

The Medical Center is the first site outside of Boston to conduct a clinical trial for the bionic pancreas, a tool that could dramatically change the management of type 1 diabetes. This tool has the potential to be the next major breakthrough in diabetes treatment.


Medical Center Cardiac Surgery Program Achieved Highest Designation (three stars) in All Three Categories Reported by STS

The Society of Thoracic Surgeons (STS) awarded its highest designation, three stars, to the Medical Center’s Cardiac Surgery Program for coronary artery bypass surgery (CABG) for seven years in a row, aortic valve replacement surgery (AVR) for four years in a row, and CABG plus AVR for three years in a row. Only 17 (1.6 percent) of 1,009 heart programs are rated three star in all three operations.


Medical Center Earned Top Ratings by Consumer Reports

  • Consumer Reports released its first-ever ratings of hospitals for heart surgery, and UMass Memorial Medical Center is featured in the list of the top 15 in the country. The ratings, which look at heart bypass surgery and aortic valve replacement surgery, cover more than 400 hospitals nationwide. The dedicated and high-performing cardiac surgery team, second-to-none in delivering the highest quality care to some of the most complex cardiac cases in Massachusetts with excellent outcomes, has very low mortality and complication rates.
  • The Medical Center’s Department of Orthopedics was given high accolades by Consumer Reports in its first-ever surgery ratings. The ratings, which compare 2,463 hospitals nationwide, look at 27 kinds of scheduled surgeries, which were combined into an overall surgery rating. Ratings were also developed for orthopedic procedures including back surgery, replacements of the hip and replacements of the knee. The outstanding orthopedic team received high surgery ratings for having very low mortality and complication rates, a positive indicator in quality and outcomes. 
  • For the third year in a row, Consumer Reports hospital rankings reported the Medical Center as top performing in digestive diseases and gastroenterology. The GI team offers a breadth of services with expertise in the small bowel.


Schwartz Center Rounds Focused on Supporting Staff

The bi-monthly Schwartz Center Rounds provide a multidisciplinary forum where caregivers are free to discuss difficult emotional and social issues that arise in caring for patients. Topics in the rounds varied from “Coping with Challenging Situations in Health Care,” to “Advocating for Our Patients through Teamwork: Reflections from Our Medical Students” and “Broader Horizons, Greater Compassion – Serving a Multicultural Community.”


New Down Syndrome Center Becomes a Reality

The new Down Syndrome Multidisciplinary Center at UMass Memorial opened this year with funds secured by the Senator Richard Moore. The regional center will bring together interdisciplinary specialists of the Children’s Medical Center to care for people with Down syndrome.


Epic Solution

Our Health Information Technology Department is transforming to focus on the patient and our caregivers’ ability to access the information they need. New leadership will be tasked to work on our clinical systems while being mindful of the need for efficiency and thoroughness on the financial side of the organization in our administrative and revenue cycle systems.


New System Patient Experience Officer Named

Robert Quinlan, MD, was appointed our first Patient Experience Officer for the health care system in June. In this role, he works to strengthen the connection between our patients, caregivers and management team to ensure that all patient experiences embody the highest degree of service and compassion. A renowned surgical oncologist, Dr Quinlan’s work guides us to become a recognized leader among top-performing hospitals in patient experience. Joining Dr. Quinlan is Dr. O.N. Okike, a well-respected cardiac surgeon and now patient experience officer.


Connecting with Patients through New Patient Portal

Launched this year across the system, the new patient portal offers patients a convenient and secure way to view medical information related to an inpatient stay, including personal health information, access to supporting medical information, laboratory and diagnostic test results related to an inpatient stay and bill payment.


Improved Patient Access 855-UMASS-MD and Coordinated Scheduling

In an effort to enhance access to appointment scheduling, Patient Access Services, located in at the Worcester Business Center, has undergone many improvements with the goal of answering our phones in less than 30 seconds, reducing call abandonment rates to less than 5 percent, and maintaining overall call service levels at 85 percent or higher. Further options include immediate online scheduling with a select number of UMass Memorial physicians.


UMass Memorial Launches Medicare ACO

UMass Memorial Health Care was approved this past year by the Centers for Medicare & Medicaid Services (CMS) to launch a Medicare Accountable Care Organization (ACO) on January 1, 2015. The new ACO – UMass Memorial Accountable Care Organization, Inc. – brings together our four hospitals and select physicians to share health care and financial responsibility for providing coordinated care to patients in the hopes of improving quality of care and loweri