River’s Edge 5-Star Journey: Aligning Culture and Technology to Hardwire Excellence

Stephanie Holden, MHA, CPXP | Chief Experience Officer, River’s Edge Hospital
Andy Figallo, BA | VP, Partner Success, eVideon

For five years, River’s Edge Hospital & Clinic has maintained a 90th percentile ranking for patient experience and 5-star rating on CMS Hospital Compare. This session dives into the strategic initiatives that have established them as one of the country’s top-performing hospitals. Learn about specific process improvement and communication methods used to create and foster a service-minded culture an how in-room technology is used to deliver a high-touch experience without putting the burden on clinical staff. We will provide examples of technology that enable leaders to target specific improvement areas, gather and triage feedback in real time, and implement a more effective service recovery and remediation plan.