Case Study: Increasing Patient Experience Scores via RN Communication

While there has always been an emphasis on patient satisfaction, recent regulatory changes have made this piece of the patient experience a priority for healthcare leadership.

A large academic health system had worked for several years to increase patient satisfaction scores with marginal success. Engaging in various onsite educational seminars and management consulting sessions, scores improved but weren’t sustainable.

This case study outlines how the health system implemented the PatientSET™ Program and the positive impact it had on their HCAHPS scores in a short amount of time.

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