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Patient Experience Case Study - Edward-Elmhurst Health
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Improve Patient Engagement with G.R.E.A.T.™ Communication

What was the challenge, opportunity or issue faced?

Ideal health outcomes require meaningful patient engagement and this is the product of trusting relationships and clear communication. To this end, in 2015, the Patient Experience Department at Edward-Elmhurst Health was charged to develop a systemwide service standard that would align our workforce culture with a methodology that would enhance patient experience, improve care quality and better engage staff.

We sought a versatile and memorable framework that would help us in everyday interactions, including emotionally-charged situations, involving patients, visitors and coworkers.

What did you do to address it?

We created an education program around the acronym G.R.E.A.T.™

The open source tools for G.R.E.A.T.™ training can be found at These include educational videos, a PowerPoint presentation, a wall poster, teaching cards and a feedback form. We hope others will use G.R.E.A.T.™ and share their results.

What were the outcomes?

Over the course of three months, more than 7,000 employees working in our hospitals and ambulatory centers including the medical staff went through training. Feedback demonstrated that G.R.E.A.T.™ was easy to learn, fun to practice and useful in any type of encounter. In 2016, we saw system-wide top box score improvements in the CAHPS metrics that relate to loyalty and communication.

It is evident that the newly implemented patient experience survey has resulted in positive changes in the clinic. It is anticipated that many more improvement projects will result due to continued commitment to patient experience.

About Edward-Elmhurst Health

Edward-Elmhurst Health is a three-hospital system that includes Edward Hospital, Elmhurst Hospital and Linden Oaks Behavioral Health. We have more than 50 locations across a service area of 1.7 million residents with nearly 7,400 employees and 1,900 physicians.

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