Unleashing Collective Potential: The Power of Team-Based Leader Rounding in Elevating Patient Care

Baylor Scott & White Medical Center faced a decline in patient experience scores, reaching the 50th percentile by 2022 due to inconsistent leader rounding and lack of focus on improvements. In 2024, the center revamped its rounding program by involving non-clinical and ancillary leaders, focusing on structure, support, and connections. This approach included protected time for rounding, regular debriefs for real-time problem-solving, and fostering meaningful connections between team members and patients. As a result, the hospital’s HCAHPS scores improved, rising to the top 20%, and staff reported greater engagement with their roles and patients.