UMass Memorial Medical Center and its staff are deeply committed to providing the safest and highest quality care to our patients across all settings, and at each experience. We believe that service excellence advances our mission to bring our patients the most compassionate care in a safe environment.

At UMass Memorial Medical Center, we define service excellence and quality care as:

• Superior care and outcomes
• Outstanding patient safety
• Care delivered in a timely manner
• Compassion, kindness and accountability

When it comes to quality and service excellence, we measure our performance against our own rigorous standards as well as compare the outcomes of our care with top medical centers nationwide in an effort to continually improve.

We are proud of our rankings that reflect the outstanding skills of our world-class physicians, our exceptional nurses and caregivers, our use of advanced technologies to help diagnose and treat a variety of conditions and diseases, and our ability to quickly respond to life-threatening conditions.

However, there are times when we can do better and areas in which we can improve. We are responding to these opportunities in our ongoing efforts toward achieving service excellence and the highest quality of care for our patients.

We believe that sharing the results of our continuous improvement with you is an essential responsibility. Here, we offer you information on our key clinical quality indicators, patient experience ratings, our service excellence and clinical improvement efforts, and our achievements. We also share the stories of our patients -- their journeys, hardships and triumphs and the role UMass Memorial Medical Center played in their recovery.

While rating systems alone do not provide a complete picture of what to expect when you come to the hospital, it is important to understand and know how UMass Memorial Medical Center is performing according to third-party reviewers and what that means to you and/or your loved one. When you are considering a health care provider, choose one where service excellence and safe, high-quality care are the principles guiding every action taken on behalf of patients and their families.

Thank you for considering UMass Memorial Medical Center.