Case Studies

  • North Memorial Medical Center Case Study: Improving Patient Experience

    Admissions to North Memorial Medical Center’s emergency department, a Level I Trauma Center in Robbinsdale, MN, nearly doubled from 1996 to 2005, increasing from 10,500 to 19,000 patients. Like many U.S. hospitals, North Memorial has long recognized that its emergency department is, in many cases, the patient’s first experience with the organization.
    “As the ‘front door’ of the hospital, we knew we needed to do some things to improve the patient experience,” said Maribeth Woitas, director of emergency services at North Memorial.
     

  • Tallahassee Memorial HealthCare Case Study: Increasing HCAHPS Scores

    National Research Corporation (NRC) has developed Illuminate, a post-discharge solution designed to ask a tailored set of questions to patients, and alert the hospital nursing staff if patients’ answers indicate they may be at high risk of complications or adverse outcomes. A key goal of Illuminate is to communicate more efficiently and accurately with patients, which in turn helps to enhance patient satisfaction with the hospital experience. See how Tallahassee Memorial HealthCare's HCAHPS improved after the Illuminate implementation.
     

  • University Health System Case Study: Delivering Patient-Centered Care

    University Health System (UHS), a nationally recognized academic medical center and partner of The University of Texas Health Science Center San Antonio, is consistently acknowledged as an innovator for advancing treatment options, new technologies and clinical research. It’s been named as one of the nation’s Most Wired Hospitals & Health Systems and as one of the Top 25 Most Connected Healthcare Facilities. It’s also been recently designated as a Magnet® healthcare organization by the American Nursing Credentialing Center (ANCC).
     

  • Meritus Case Study: Praise Employees, Improve Experience

    Meritus Health System (MHS), a 260-bed acute-care facility located in Hagerstown, MD, is steadfast in its efforts to deliver high-quality patient experiences. To ensure consistency at the staff level, MHS established its Praise Patrol in September 2009 and charged the team with the task of invigorating its employee recognition program.
     

  • UCLA Case Study: Delivering Compassionate, Patient-Centered Care

    UCLA Health System has a vision—treat people as people. It’s a philosophy that extends beyond improving clinical outcomes, patient loyalty and staff satisfaction. It considers the entire person: mind, body and soul.
     

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