Case Study Category: Patient Experience

Texas Health Resources: Documenting Communication to Improve Patient Satisfaction

Patient satisfaction has been a concern for many health care leaders over the last decade, and with satisfaction scores now representing a portion of an organization’s value-based reimbursement, it has become an even greater focus. As a result, many organizations are looking to improve processes that have the potential to impact patient satisfaction. Patient access

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Trace Helps CentraState Improve Patient Experience

Providers must communicate often complex information to patients in a manner that is clear, thorough and compassionate. Ensuring the quality and accuracy of this communication was a challenge for CentraState Medical Center prior to implementing Trace to conduct quality assurance of employee interactions with patients. CentraState leveraged Trace to record employee conversations with patients and now records all

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Trace at Cypress Fairbanks Medical Center

OUR NUMBERS AT A GLANCE 186 licensed beds 9,451 average annual admissions 93,966 average annual outpatient tests 2,753 average annual deliveries 62 Patient Access Representatives 850 hospital employees WHY WE CHOSE TRACE Needed to improve inter-departmental communications Lots of training inaccuracies Patients claimed they were never told what they owed No way to prove we

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