Client Overview
The National Capital Region VA Medical Center serves as a vital healthcare hub for Veterans. With a commitment to providing exemplary care, the center sought to enhance its patient engagement to deliver better healthcare experiences, specifically addressing staff responsiveness with Get Well.
The Challenge
Patient satisfaction is a critical metric for healthcare facilities, often affecting not just morale but also the quality of care delivered. The VA Medical Center identified an opportunity within the Survey of Hospital Experience of Patients (SHEP), specifically focusing on improving the “Responsiveness of Hospital Staff” composite score. The challenge was discovering a reliable way to effectively capture real-time patient feedback and act on it promptly to drive tangible improvements.
The Solution
To address this challenge, the hospital implemented Get Well’s Patient Experience Perception (PXP) tool. This advanced platform enabled real-time feedback from patients, focusing on their experience with hospital staff responsiveness.
Here’s how it worked:
- Targeted Feedback Collection: On the second day of their stay, Veterans were prompted to provide feedback on staff responsiveness using the PXP tool.
- Actionable Insights: Negative or neutral responses were immediately flagged and delivered to Nurse Managers.
- Real-Time Service Recovery: Nurse Managers used this feedback to identify specific issues and implement service recovery measures in real time, ensuring immediate action to improve the patient experience.
By enabling real-time intervention and directly addressing patient concerns, the PXP tool empowered hospital staff to refine their services continually.
The Outcome
The results of implementing Get Well’s PXP tool were remarkable. The VA Medical Center reported a 24% increase in patient satisfaction regarding the responsiveness of hospital staff. Veterans expressed greater confidence in the level of care they received, thanks to the hospital’s proactive and responsive approach.
This significant improvement:
- Enhanced the overall care experience for Veterans.
- Strengthened the hospital’s ability to meet SHEP responsiveness metrics.
- Demonstrated the value of leveraging real-time feedback to drive measurable improvements in patient care and satisfaction.
Key Takeaways
The National Capital Region VA Medical Center’s success underscores the power of real-time patient engagement and its impact on healthcare delivery. By adopting Get Well’s PXP tool, the center effectively transformed patient feedback into actionable insights, enabling service enhancements that directly benefited Veterans.
Empowering Healthcare Organizations
At Get Well, we believe in helping healthcare providers create positive, personalized experiences for their patients. This case study demonstrates how innovative solutions can foster empowerment, transformation, and a better quality of care.
If your organization is ready to leverage real-time patient feedback and achieve measurable outcomes like the VA Medical Center, contact us today to learn more about the tools and strategies that can elevate your patient experience.
