Leveraging Patient Comments to Improve the Patient Experience

Abstract

Obstetrics is the largest service line at one organization, where they support the highest number of births in the region, that is, 5,400 annually. Although the hospital is widely known for its obstetric program, the patient-experience outcomes did not support the reputation we aspired to cultivate. Though the division had seen historical success with improving patient-experience outcomes, sustainability was never achieved. In fact, in fiscal year 2021, the women’s health inpatient service line ended the year with an overall Rate this Hospital top box score of 64.6%, in the 22nd percentile compared with the benchmark.