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Patient Experience Case Studies
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Take a unique inside glimpse into the opportunities and challenges healthcare organizations face in addressing the patient experience.

Our ongoing case study series offers an exclusive look into current healthcare efforts, presented as both an opportunity to learn from others as well as a spark for further ideas on how we can work to improve the patient experience. If you have a case study you would like to share, you can download the Case Study template and send it to Michelle Garrison.

We have categorized our content by key focus areas. Choose from a category to get started or browse through the Case Studies below.

Care Experiences
Culture and Leadership
Employee Engagement
Long-Term CarePatient Advocacy
Patient and Family Engagement
PediatricPhysician Engagement

Latest Case Study

Creating a Culture of Family Satisfaction Assessment in Critical Care

Yale New-Haven Hospital
New Haven, Connecticut
For use in quality improvement initiatives, Yale New-Haven Hospital administers a validated survey for assessing family satisfaction with ICU care to families of consecutive patients discharged from their neuroscience ICU, including those families whose loved ones passed away during hospitalization.


Addressing and Increasing Patient Comfort with Patient Garments

Eastside Medical Center
Snellville, Georgia
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Patient Journey Mapping: Understanding the Relational Patient Experience in Ambulatory Primary Care

Lebanon, New Hampshire
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Improving Responsiveness to Meet Patient's Needs

Barnes-Jewish Hospital
St. Louis, Missouri
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Improving Patient Throughput in the ED

CentraState Medical Center
Freehold, New Jersey
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Improving the Patient Experience by Focusing on Physician Communication

North Memorial Medical Center
Robbinsdale, Minnesota
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Treating Every Patient Like a "VIP"through Daily Senior Leader Rounds

St. Joseph’s Medical Center
Stockton, California
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Implementing Patient Oriented Discharge Summary (PODS) to Improve the Patient Experience

OpenLab, University Health Network
Toronto, Ontario
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Increasing Patient Safety with a Digital Hourly Rounding Solution

Bryan Medical Center
Lincoln, Nebraska
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A Roadmap to Patient Experience Success

El Camino Hospital
Mountain View, California
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Using Video to Capture Patient/Physician Interactions

Barrow Brain and Spine
Phoenix, Arizona
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Improving Readmission Rates with Innovative Patient Service

Tidelands Health
Georgetown, South Carolina
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Using Patient Education Simulation to Improve the Veteran Patient and Family Experience

VA Connecticut Healthcare System
West Haven, Connecticut
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Improving Patient and Family Engagement by Getting to Know Patients' Stories

Keck Hospital of USC
Los Angeles, California
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Leveraging Technology and Patient Engagement Tools to Improve the Patient Experience

Allina Health
Minneapolis, Minnesota
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Integrating Healthcare and Hospitality to Create a Patient Experience Academy

Christiana Care Health System
Wilmington, Delaware
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Increasing Patient Comfort and Reducing Anxiety through Movie Entertainment

Arnold Palmer Hospital for Children
Orlando, Florida
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Improving the Patient Experience Through Leadership Alignment, Innovation and Skill-Building

Penn Medicine
Philadelphia, Pennsylvania
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Taking the Voice of the Veteran to the Next Level with Real-Time Feedback

VA New Jersey Health Care System
East Orange, New Jersey
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Creating a Caregivers Support Program to Improve the Patient and Family Experience

Northern Westchester Hospital
Mt Kisco, New York
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Reducing Patient Anxiety and Improving Patient Knowledge

Dartmouth-Hitchcock Medical Center
Lebanon, New Hampshire
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Improving the Delivery of Patient Health Education

University Hospitals Ahuja Medical Center
Beachwood, Ohio
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Engaging Patients and Caregivers in Design and Evaluation: A Path to Better Outcomes

Bridgepoint Active Healthcare
Toronto, Ontario
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Enhancing Staff and Provider Communication Skills to Improve the Patient Experience

California Health Care Safety Net Institute
Oakland, California
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Reducing Hospital Noise and Improving the Patient Experience Using Relaxation Programming for Patient Television

Tuality Healthcare
Hillsboro, Oregon
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Improving the Veteran Experience through Engaged Leaders, Accountability and Timely Voice of the Veteran Feedback

VA Greater Los Angeles Healthcare System, Los Angeles, California
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Using Mobile Apps to Provide Patient Information to Improve the Patient Experience

Trinity Mother Frances Hospitals & Clinics
Tyler, Texas
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Putting the Voice of the Patient in Patient Experience

Saint Francis Health System
Tulsa, Oklahoma
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Introducing a "Client and Family Voice" Initiative

VHA Home HealthCare
Ontario, Canada
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Using Video to Give Patients with Mental Illness a Voice

North Bay Regional Health Centre
Ontario, Canada
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Improving Pain Management through a Process and Culture Change

Maple Grove Hospital
Maple Grove, Minnesota
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Improving the Patient Experience by Focusing on "Just in Time” Interventions

VA Connecticut Healthcare System
West Haven, Connecticut
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Providing Patient Access to Improve the Patient Experience

Orthopaedic Specialists of North Carolina
Raleigh, North Carolina
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Getting it Right from the Start: Front-End Strategies for Improving Patient Experience

CentraState Medical Center
Freehold, New Jersey
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Engaging Patients and Families by Creating a Virtual Advisory Council

Nemours: A Children's Hospital
Wilmington, Delaware and Orlando, Florida
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Reducing Readmissions through a Patient Self-Assessment Tool Identifying Key Non-Clinical Issues Early After Admission

Mercy Health System of Maine
Portland, Maine
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Increasing Patient Survey Responses to Improve Patient Satisfaction Scores

OSF Saint Francis Medical Center
Peoria, Illinois
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Finding the Value in Leadership Rounding to Improve the Patient Experience

Cape Gordon Hospital
Calhoun, Georgia
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Connecting with Patients, Staff and Community through a CEO Blog

Cape Coral Hospital
Cape Coral, Florida
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Addressing Parking Challenges to Improve the Patient Experience

Southeastern Regional Medical Center
Lumberton, North Carolina
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Teamwork, Communication, Safety, Culture and the Patient Experience: What's the Connection?

Elmhurst Memorial Healthcare
Elmhurst, Illinois
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Recording Discharge Instructions to Improve Patient Compliance and Satisfaction

Cullman Regional Medical Center
Cullman, Alabama
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Improving Patient Experience and Satisfaction by Extending Our Lines of Communication After Discharge

Banner Thunderbird Medical Center
Glendale, Arizona
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Changing the Approach to Patient Interaction

Palisades Medical Center
North Bergen, New Jersey
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Improving Physician-Patient Communication

Regions Hospital
St. Paul, Minnesota
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Implementing Tactics to Address Hospital Quietness

The Ohio State University Wexner Medical Center
Columbus, Ohio
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Improving Patient Satisfaction with Bedside Barcode Scanning

Duke Raleigh Hospital
Raleigh, North Carolina
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Addressing the HCAHPS Domains: Communication about Medications and Pain Management

Cabell Huntington Hospital
Huntington, West Virginia
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Emergency Department Increase Patient Satisfaction with real-time Patient Feedback Technology

Buffalo Hospital
Buffalo, Minnesota
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Improving Communication with Nurses

Bayshore Medical Center and East Houston Regional Medical Center
Houston, Texas
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Creating a Patient and Family Advisory Council

BJC HealthCare
St. Louis, Missouri
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Developing the Case for Concierge Care

Meridian Health
Neptune, New Jersey
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Transforming Care at the Bedside through the Reduction of Noise

St. Francis Hospital
Federal Way, Washington
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Using Life Stories to Create a "Wow" Experience

CGH Medical Center
Sterling, Illinois
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Transforming Patient-Centered Care in Oncology

UC Irvine Healthcare
Orange, California
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Building an Expanded Patient Experience Program

Women and Infants Hospital of Rhode Island
Providence, Rhode Island
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Understanding How Culture and Leadership Influence Patient Experience Outcomes

Banner Health
Phoenix, Arizona
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Improving Medication Communication

NCH Healthcare System
Naples, Florida
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Managing Information Shared at Admission

University Hospitals
Cleveland, Ohio
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