Case Study
Showing 1–16 of 89 results
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Quality & Clinical Excellence | Staff & Provider Engagement
“Hear with Heart:” Escape Room Training in Patient Belongings
Published July 19, 2023
San Juan Medical Center shares a hands-on learning approach that allows caregivers to understand what matters most to patients in the moment and how to actively listen to patients’ needs. “Hear with Heart is an escape room training exercise for providers and staff that is part of the medical center’s “What Matters to You?” program.
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Culture & Leadership
“Welcome.Listen.Care.” Improving the Patient and Employee Experience in the CICU through Three Service Acts that Enhance Personal Connection, Communication, and Real-time Responsiveness
Published October 4, 2019
Instilling a culture of listening to elevate patient experience.
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Infrastructure & Governance
@Hawkeye Heaven: How University of Iowa Stead Family Children’s Hospital Used Technology and Empathy to Improve Patient Experience
Published November 27, 2018
Creating a pediatric unit that truly addresses the needs of children with patient-facing technology.
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Staff & Provider Engagement
A Case Study in Operationalizing Branding and Culture at Dignity Health’s Mercy Medical Group
Published December 13, 2019
Rebranding organizational culture.
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Environment & Hospitality
A Framework for Improving Parent Satisfaction with the Inpatient Pediatric Admission Process
Published January 29, 2019
Utilizing the Theory of Change model to improve patient experience.
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Culture & Leadership
A Holistic Approach to Infusing Hospitality in Healthcare
Published October 30, 2018
Northwell Health takes a hospitality approach to healthcare.
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Culture & Leadership
A Journey of Cultural Transformation: Engaging the Hearts of Teams and Leaders to Elevate the Experience
Published February 27, 2018
Utilizing our biggest asset: our people.
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Culture & Leadership | Patient Family & Community Engagement
A Step Toward Improving Quality of Care Based on Patient Views
Published January 10, 2022
The Ministry of Health Saudi Arabia Patient Experience Measurement Program.
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Patient Family & Community Engagement
Accelerating Patient Connections: Transforming Experience with the F.A.S.T. Method
Published October 12, 2025
Marian Regional Medical Center transformed its emergency department experience using the F.A.S.T. Method—an empathetic communication framework focused on human connection. The F.A.S.T. Method stands for Focus, Acknowledge, Share, and Transfer, which are the critical components designed to enhance patient interaction and satisfaction. Focusing on the patient’s needs from the moment they arrive helps in establishing
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Patient Family & Community Engagement
Achieving a Compassionate, Person-Centered Organization by Design
Published January 26, 2022
There is no excellence in the patient experience without great intention focused on creating a caring workplace culture.
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Quality & Clinical Excellence
Action Planning with Low Performers: Transforming Culture to Improve Patient Experience
Published August 24, 2025
BJC Medical Group implemented a structured process to boost patient experience scores for under-performing clinics and clinic providers. Within a year, over 70% of participating clinics achieved measurable gains in the NPS metric “Likelihood to Recommend Practice,” with many moving into higher performance tiers.
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Patient Family & Community Engagement
Aligning the Work of Patient Relations: The Value of an Operating Manual
Published September 25, 2023
In this case study from Yale New Haven Hospital System, learn how the creation of an Operating Manual for all Patient Relations Departments across their health system aids in setting expectations for staff in quality, safety and experience. Initial outcomes from the new manual include higher compliance rates in case documentation and greater clarity around
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Quality & Clinical Excellence
Back to Basics: Elevating Patient Experience Through Culture and Leadership
Published April 23, 2025
In this companion case study, Tara DiDonato highlights how NewYork-Presbyterian is strengthening patient experience by focusing on culture, leadership, and human connection. A return to foundational values is driving meaningful impact across the organization. Read the companion paper
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Staff & Provider Engagement
Barnes-Jewish Hospital Workplace Violence Prevention Program
Published April 28, 2022
As incidents of workplace violence continue to plague healthcare, organizations are called to re-design their workplace violence preventionprograms to provide transparency and clear calls to action.
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Innovation & Technology | Patient Family & Community Engagement
Beyond My Wildest Dream: Innovative Technology to Better Understand What Really Matters to Patients
Published December 12, 2022
After realizing the limitations of survey data, Children’s Mercy Kansas City worked to pivot their approach to guiding hospital improvement by partnering with PatientsVoices, a company that provides an innovative AI solution that allows patients to tell their stories.
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Innovation & Technology
Breaking the Language Barrier in Epic: UMass Memorial Health Integrates LanguageLine for Equitable Care
Published February 6, 2026
UMass Memorial Health integrated one-click LanguageLine interpreter access directly into Epic, removing barriers that previously slowed or limited use of language services for patients with limited English proficiency. By embedding interpretation into clinical workflows and automating documentation, the system improved adoption, compliance, and equitable communication at the point of care.
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