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The Best Patient Experience

At UPMC, we're committed to giving you and your family the best clinical care. We also want to give you the best service we can. Our goal is to ensure you get the right care, in the right way, at the right time, every time.

To do this, we focus on your experience during each phase of your care. We also challenge ourselves to meet the highest standards of quality. We measure these through:

  • Outcomes
  • Safety
  • Satisfaction

We try to communicate in a clear and easy to understand way so we can inform, engage, and empower you as a partner in your care. This may include using sign or spoken language interpretation and assistive technology.

We give you all of the details you need so you know where to go and what to expect. This info also includes who to talk to, what to do, and how to follow-up.

We use your and your family's feedback to find where we can improve care. We use certain scorecards to measure our performance against that of our peers.

One of these is the Centers for Medicare and Medicaid Services Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey. This helps us understand how you feel about your care.

We measure our quality outcomes through this data on a routine basis. Evidence-based information drives decisions about your care and makes it consistent and effective. This improves your care's quality and promotes your satisfaction and participation in it.