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Case Studies

Seeking Systemness: Pursuing a Customer-Driven Health System Strategy

For decades hospitals have come together-some through mergers and acquisitions, others naturally clustered through expansion-to form what we properly term the "healthcare system." Many of these systems still operate independently and share few resources while taking scarce directive from the corporate office. What is shifting now is the desire to be seen, heard, and felt by the consumer as a healthcare system-all motivated by reform and its merger-friendly demand for efficiency.


Advertising Testing: The Importance of Pre-Launch Campaign Success

St. Vincent's HealthCare, Jackson, FL
The outpouring of positive feedback and support has been nearly overwhelming for Brockmeier and company. Comments, notes, and inquiries came from colleagues, competitors and actual consumers. The “St.” campaign’s pretest performance was a harbinger of future market success. Take the metric of “compassionate care” for example: AdVoice showed a lift in consumer reaction to St. Vincent’s ability to provide “compassionate care” after viewing the ad.


Brand Equity in Healthcare: The Impact of Branding in a Changing HealthCare Landscape

At its core, brand equity in healthcare is the idea hospitals and health systems must build a strong brand and position it over time to survive and fl ourish in a changing healthcare landscape. Brand equity in healthcare is built through the continuous accumulation of thoughts, feelings, opinions, and behaviors regarding a hospital or health system based on the experience it provides the customer.


Improving the ED Using Patient Experience Surveys

Meriter Hospital, Madison, WI
With the help of Compirion Healthcare Solutions, they rolled up their sleeves and went to work to change the culture of ED. The ED overhaul was a lot of work and not without challenges. But the result was worth it.


Meritus Praises Employees, Improves Experience

Meritus Health System, Hagerstown, MD
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.


Embracing Patient-Centered Care Improves Quality

at Nebraska Orthopaedic Hospital, Omaha, NE
NRC Picker recognizes Nebraska Orthopaedic Hospital (NOH), a small specialty hospital in Omaha, NE, for positive outcomes it has realized as a result of its commitment to patient-centered care. To better understand NOH's quality improvement efforts, NRC Picker asked team members D.J. Scrivner, CNO, NEA-BC, Dava Osborne, marketing and public relations coordinator, and Carol Groothuis, manager of quality and accreditation, to share their successful practices and daily challenges.  


International Comparison of Patient Experience Data

by David Van Winkle, PhD
As the global economy expands, nations, businesses and people are becoming increasingly exposed to foreign markets and services in the international marketplace. This increased exposure calls for better understanding of the variation within and among national markets and service sectors to assess potential strengths and weaknesses to maximize benefit for all. Differences in the way that nations provide such an important and basic societal service such as healthcare may be one of the most significant themes impacting national and global economies.


St. Joseph's Employees Spoke

The hospital listened and created excellence
St. Joseph’s Health Care, London implemented its second employee workplace survey in the fall of 2006. The organization once again worked with NRC Picker, which conducted St. Joseph’s 2003 employee experience survey.”


University Health System Delivers Patient-Centered Care, Achieves Magnet

University Health System, San Antonio, TX
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).


Value of eToolKit Demonstrated to Top U.S. Health System

Quantitative & Qualitative Evaluation Provides Proof of Concept
After a 1 1⁄2 year project, the value of the NRC Picker eToolKit has been successfully demonstated to a top US health system. Members of the NRC Picker Government and Research & Standards teams recently completed the project which compared survey scores from one of the largest U.S. health systems with more than 140 hospitals and more than 800 clinics. The scores were compared between five facilities within the participating system that use eToolKit and five similar system facilities that did not use eToolKit.


Value-Based Purchasing and Discharge Call Program Implementation

Before and After Discharge Call Program Implementation
HCAHPS Scores at Tallahassee Memorial Hospital, Tallahassee, FL

In January 2011, the Centers for Medicare & Medicaid Services (CMS) issued a proposed Value-based purchasing (VBP) program for inpatient hospital services under Medicare. CMS will reimburse hospitals based on the quality and efficiency of the care they provide. These reimbursement payments will apply to all Medicare discharges in FY2013 based on a performance period that begins July 1, 2011. As defined in the proposed rule, the formula for determining a hospital’s VBP reimbursement includes both clinical measures and HCAHPS survey measures.


Readmissions and Patient Experience (HCAHPS)

Before and After Discharge Call Program Implementation
High patient satisfaction and the reduction of preventable readmissions are important goals for hospitals. To help hospitals achieve these goals, National Research Corporation has developed a discharge automated call program designed to ask 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 the program is to communicate more efficiently and accurately with patients, which in turn helps to enhance patient satisfaction with the hospital experience and reduce readmissions.