New Hanover Regional Medical Center Learns from Real-time Data With Relias Experience Management

Leadership for each of service area at New Hanover Regional Medical Center is able to look at their specific, relevant data, which arrives seconds after the patient submits their feedback.

Overview

Instead of waiting weeks for feedback, patients now receive a text survey two hours after checkout providing same-day insights.

Challenge

New Hanover’s ambulatory services were unable to get live, updating patient feedback the same day the patient was seen. Their service recovery efforts were days behind, and the data they received was weeks behind. These factors prevented leadership from implementing effective changes and process improvements.

Actions

New Hanover implemented Relias’ real-time experience management tool across their entire ambulatory footprint. Patients now receive a text survey two hours after checkout, with their submitted feedback available to New Hanover immediately, providing powerful insights.

Results

Leadership and managers alike can see the patient feedback that is relevant to them — whether a high-level overview, department-specific initiative, or individual provider improvement plans. Each user has customized reports so they can quickly look at the data they want. Practice managers are empowered to make necessary changes, and leadership can easily keep a finger on the pulse of every patient in their care.

MEASURABLE OUTCOMES

+ Provided live, updating, same-day feedback for ambulatory services.

+ Reduced patient feedback data from weeks to just two hours after checkout.

+ Customized feedback for relevancy from high-level overviews to individual department and provider reports.

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Success Story