See the opportunities and challenges healthcare organizations face in addressing the patient experience.#

Case Studies provide real stories of current efforts, including programs being initiated, practices being implemented, and outcomes being targeted and/or achieved. Case studies are presented as both an opportunity for learning from others as well as a spark for further ideas on how we work to improve the patient experience. If you have a case study to share please contact us.

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What was the challenge, opportunity or issue faced?

Addressing "Communication With Nursing” HCAHPS question… Often the "personal connection” between patients and nurses was missing, either by patients or nurses missing the opportunity to find common ground between them.

What did you do to address it?

"Know Your Nurse” cards were developed, which contain a small piece of personal information about the nurses, as well as a photo and the extension they could be reached. Patients can see their nurse’s face, know their nickname (if they have one), and any hobbies and languages spoken.  There is also a place for nurses to indicate their education level which can impact the patient’s perception that their nurse was "educated” as opposed to "trained,” which research has shown impacts a patient’s perception of safety and security.

What outcomes were achieved?