Improve Care | Enhance Performance | Catalyze Growth
At NRC Health, we’re your partner. Working together, we bring solutions to your biggest challenges and help you connect with patients as unique individuals to revolutionize the care experience for everyone. For over 40 years, we’ve earned the trust of the nation’s leading healthcare organizations to help them understand what matters most to each patient, caregiving teams and communities. We help mission-driven organizations turn aspiration into action. Join us and leverage the power or Human Understanding®.
Why choose NRC Health?
Long-term, service-centered partnerships
We walk the walk. We’re dedicated to understanding you and your unique needs. Where other companies are creating barriers, we’re building bridges so you can stay connected to us.
Innovative products and thought leadership
Our integrated, programmatic solutions and innovative thought leadership are revolutionizing the healthcare experiences of consumers, customers, patients and caregivers.
Inclusive pricing without surprises
Understanding as a service means we’re on the journey together. No surprise invoicing or hidden costs. You have control over the aspects of Human Understanding that are key to your success
Healthcare is our singular purpose
We’ve been at the center of treating patients and clients as unique individuals for over 40 years. The healthcare experience and caregiving teams are the foundation and focus of everything we do.
Why choose NRC Health?
Long-term, service-centered partnerships
Our customer success experts are dedicated to knowing you and your organization. Where other companies are creating barriers and silos, we’re building bridges so you can stay connected to us.
Innovative products and thought leadership
Our integrated, programmatic solutions and innovative thought leadership are revolutionizing the healthcare experiences of consumers, customers, patients and caregivers.
Inclusive pricing without surprises
Understanding as a service means we’re on the journey together. No surprise invoicing or hidden costs. You have control over the aspects of Human Understanding that are key to your success
Healthcare is our singular purpose
We’ve been at the center of treating patients and clients as unique individuals for over 40 years. The healthcare experience and caregiving teams are the foundation and focus of everything we do.
NRC Health is honored to receive the Best in KLAS 2023 Award for Patient Experience Improvement. The recognition as #1 in the patient experience improvement category, affirms NRC Health’s focus on transforming the healthcare industry with a human-first approach, and is paving the way for better outcomes for patients and healthcare organizations alike.
One team, dedicated to your success
Customer Strategist
Associate Vice President, Customer Strategy
Customer Success Manager
Customer Support
Account Coordinator
Project Specialist
Customer Success Manager
Customer Success Manager
Customer Success Manager
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Allina Health is dedicated to the prevention and treatment of illness and enhancing the greater health of individuals, families and communities throughout Minnesota and western Wisconsin. A not-for-profit health care system, Allina Health cares for patients from beginning to end-of-life through its: 11 hospitals, over 90 clinics, 52 rehabilitation locations
15 retail pharmacies, 2 ambulatory care centers and more. They have more than 29,000 employees, 111,000 inpatient hospital admissions, 1.5 million hospital outpatient admissions, and 4.9 million clinic visits.
“if we want to build this brand into something that’s meaningful and drives preference among patients, we have to first think about how we can truly differentiate our experience around meaningful points of care. From there, we can focus our efforts on a few specific initiatives instead of pursuing a general desire to improve all of our experience touchpoints.”
– Senior Vice President and Chief Marketing and Communications Officer
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Sutter Health is a not-for-profit organization, headquartered in Sacramento. They provide coordinated care to more than 3 million Californians. Their integrated network has created a connected model of care that is delivering coordinated healthcare when, where, and how people need it. They are committed to ensuring healthcare is accessible and inclusive to all by offering comprehensive services and quality health programs tailored to the diverse communities they serve.
“Sutter Health is among the leaders in healthcare innovation. Becker’s Hospital Review selected Sutter Health’s Design & Innovation team among the top American healthcare systems committed to innovation in the publication’s newly released list of “58 Hospitals and Health Systems With Innovation Programs.”
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Dayton Children’s is committed to the health and well-being of the children in their community. They believe every child deserves a great children’s hospital close to home with specialists who provide exceptional care and unwavering compassion. Dayton Children’s has 155 patient beds with over 80,000 ED visits a year. They have over 2,400 employees including more than 400 providers, 700 nurses, and almost 1000 volunteers.
“Listen to your patient’s and the family – with very rare exceptions, they are the real experts about their disease processes.”
~ Chief Medical Officer
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Ann & Robert H. Lurie Children’s Hospital of Chicago, formerly Children’s Memorial Hospital, is a pediatric specialty hospital located in downtown Chicago, Illinois. They have 288 beds and offer care for more than 70 pediatric sub-specialties, employing more than 4,800 employees and 1,200 physicians.
Ann & Robert H. Lurie Children’s Hospital of Chicago →
Lurie Children’s improved their Coordination of Care Dimension score by 5.2 points within one year. For four consecutive years, they performed above the 75th percentile rank in the “Overall Rating of Facility” and “Would Recommend” categories.
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LCMC Health is a non-profit, five hospital health system based in New Orleans. Treating people like family is the LCMC Health way, and it always has been. Founded by Louisiana’s only freestanding children’s hospital, they’ve grown into a healthcare system that’s built to serve the unique needs of their communities and families. They have over 2,000 board-certified physicians, the community can count on them to provide the right care, right where they need it.
“LCMC Health is committed to transparency. We value the feedback that we receive through our patient satisfaction surveys and are proud to share that information using Transparency. As our organization continues to grow, the Transparency product is something we’ll continue to grow with.”
~ President of Clinical and System Operations
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Holy Name Medical Center is a comprehensive 361-bed acute care facility, which provides technologically advanced, compassionate and personalized care across a continuum that encompasses education, prevention, diagnosis, treatment, rehabilitation and wellness maintenance. The Medical Center, located in Bergen County, N.J., has nearly 4,000 employees and admits about 30,000 patients each year. The Medical Center has a national reputation for providing culturally sensitive care to a diverse population, drawing patients from across the New York City region to its specialty centers and renowned doctors.
“We are very patient-centric at Holy Name Medical Center. We’re here for one reason: to care for the people who entrust themselves to us. We treat everybody who walks in here as if it were our own loved one, and that really permeates throughout the organization.”
~ CEO
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ChristianaCare’s mission as an organization is to serve their neighbors as expert, caring partners in their health. They do this by creating innovative, effective, affordble systems of care that their neighbors value. This is their promise, they call this The ChristianaCare Way. They are headquartered in Wilmington, Delaware and are one of the country’s most dynamic health care organization. ChristianaCare provided nearly 200,000 ED visits and performed over 38,000 surgies within a year. With more than 12,000 employees they are the largest private employer in the state.
“It’s our ability to know our patients, and have them feel like we’re fully invested partners in their health, that’s going to create a relationship. Establishing that level of trust, to me, is our real opportunity to build loyalty.”
~ VP of Patient Experience
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Virtua Health is one of New Jersey’s largest, non-profit health systems, they provide comprehensive health care services to achieve their mission to help people be well, get well and stay well. Virtua provides services through Virtua Medical Group with 500 physicians and other clinicians, and at its urgent care centers, hospitals, and more. They are a leader in maternal and child health services, and provide health services to 1,500 businesses. They participate in a clinically integrated network of 1,000 physicians and other clinicians. Virtua is also affiliated with Penn Medicine for cancer and neuroscience and the Children’s Hospital of Philadelphia (CHOP) for pediatrics. It employs over 9,000 people. They are the recipient of a 4-star rating from the Centers for Medicare and Medicaid Services (CMS) for quality of care, and its hospitals earned straight A’s in patient safety by The Leapfrog Group. They were also a recipient of the Consumer Choice Award from the National Research Corporation.
“I’m a big believer in the promise of what we can learn from the data, and more to the point, in what we can learn from listening to our customers.”
~ President and CEO
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Once they went live with NRC Health’s Real-time Feedback and Transparency solutions, they immediately saw a higher number of returns from patients—an increase of 525%, in fact—as well as increased usage of online appointment bookings. They also saw internal cultural changes, with an increased occurrence of organic coaching and leadership being more engaged with the data on a regular basis.
“It’s so important to have a seamless way to tell the patient’s story. NRC Health gave us that.”
– Patient Experience Coordinator
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Ecumen operates a variety of senior housing options and services, including cooperative senior housing, independent living, assisted living, long-term care, short-term rehabilitation care, home care and hospice. In addition to their consumer services, they provide senior housing development, clinical consulting and senior housing management services for organizations outside of Ecumen. Ecumen employs nearly 4,000 employees and serves nearly 20,000 customer annually.
“The challenges we faced with the pandemic are like none we’ve seen before, but we’re proud to say that our team members have risen to the occasion, with the singular focus of keeping our residents and team members safe and connected.”
– SVP and Chief Communications and Marketing Officer
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El Centro Regional Medical Center is an acute-care medical center, serving the health care needs of the Imperial Valley since 1956. After a $44 million expansion, what started as a 34-bed licensed hospital has grown into a 161 bed, state-of-the-art facility. The expansion project allowed for the construction of a state of the art new trauma center and rooftop heliport for superior trauma care. They promote health and wellness through the delivery of innovative, high quality patient care.
El Centro Regional Medical Center →
“Every week in our meetings, we ask ourselves: what would NRC have to say about this data? What can we learn from it? It’s that process that pushes our engagement and our understanding of the patient to the next level—and that’s where I see the real value of a partnership with NRC.”
– Chief Executive Officer
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Northwell strives to improve the health of the communities they serve and are committed to providing the highest quality clinical care; educating the current and future generations of healthcare professionals; searching for new advances in medicine through the conduct of biomedical research; promoting health education; and caring for the entire community regardless of the ability to pay. Northwell has 70,000+ employees, 750+ hospitals and care centers, and 3,300+ physicians.
“COVID broke down healthcare siloes, whether organizations were ready for that or not. You need that system-ness idea, you need the whole to be more than the sum of its parts.”
– CEO
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Mission Health is a large and complex organization. Their story begins more than 130 years ago out of a five-room house in downtown Asheville. Now a growing seven-hospital health system serving nearly 1 million people in 18 counties with more than 12,000 dedicated team members, their story continues today with some of the nation’s highest quality of care and the compassion and integrity they were founded upon.
“From consistent use of NRC Health surveys, we were able to glean specific information that we were able to build upon when the crisis hit. Much of our response to that crisis emerged as a result of what employees shared with us through NRC.”
– Vice President of
Customer Experience
"Understanding is absolutely fundamental to what we do in healthcare communications."
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UCLA Health is among the most comprehensive and advanced health care systems in the world. Together, UCLA Health and the David Geffen School of Medicine at UCLA strive every day to be a model that redefines the standard of excellence in health care. It is their integrated mission to provide state-of-the-art patient care, to train top medical professionals and to support pioneering research and discovery. UCLA has nearly 600,000 unique patients per year, 2.5 million outpatient clinic visits, and 80,000 ED visits. UCLA employs 20,000 employees, 4,000 registered nurses, 1,200 residents and fellows, along with 3,300 total faculty.
“Understanding is absolutely fundamental to what we do in healthcare communications. You need a well-developed sense of empathy to really understand what resonates with people—whether those people are your customers or your team members”
– Chief of Marketing
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WellStar Health System, is the largest health system in Georgia, and is known nationally for its innovative care models, focused on improving quality and access to healthcare. Staying ahead of the curve in technology has enabled WellStar to be leaders in both the diagnosis and treatment of an extensive array of health conditions. Serving a diverse population, WellStar consistently looks at total patient wellness and works to ensure that all systems support that focus. WellStar is recognized nationally as an Employer of Choice. They have over 20,000 team members throughout their 11 hospitals, 225 medical office locations, outpatient centers, health parks, a pediatric center, nursing centers, hospice, homecare.
“Since WellStar partnered with NRC Health using Real-time surveying, we have doubled our response rate. In a month and a half we have more than fifty percent of what we had all last year.”
– AVP Patient Experience
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BayCare was formed in 1997 by a core group of local hospitals determined to continue providing not-for-profit health care to the Tampa Bay community. Today, BayCare has grown to an integrated system with 15 hospitals—all not-for-profit and driven by the same mission: to provide high-quality, compassionate care to all they serve. They have over 878,000 home care visits in four counties. More than 86,000 outpatient surgeries and 29,000+ team members providing quality care.
“Through EasyPass, we’re increasing our brand awareness and loyalty. The numbers keep climbing. We want EasyPass to grow along with them.”
– Special Projects Strategist
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UMC Health System is comprised of over 4,600 team members who have made their organization “One of the Best Companies to Work for in Texas®” by Texas Monthly. Together with medical staff, volunteers and leadership, they share a strong commitment to their patients, one that defines their culture, Service is their Passion. They employ more than 4,600 emploees and train more than 400 physicians and nurses each year as an academic teaching hospital.
“From the beginning, our strategy hinged on the patient experience. We wanted to show our staff where they stood today, and then use NRC Health survey data and patient comments to support our various departments toward success.”
– Chief Experience Officer
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Hackensack Meridian Health is poised to better meet the needs of their communities, benefiting both patients and the physicians who care for them. They believe Hackensack Meridian Health will achieve all of this through their streamlined, expanded network of clinically excellent care. Their combined organization has 17 hospitals and more than 500 ambulatory care centers, fitness and wellness centers, home health services, rehab centers, and skilled nursing centers spanning from Bergen to Atlantic counties.
“Human understanding means every patient experience is unique.”
– Director of Nursing Organizational Effectiveness
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Scottish Rite for Children treats children with orthopedic conditions, such as scoliosis, clubfoot, hand disorders, hip disorders, limb-length differences, and sports injuries, as well as certain related arthritic and neurological disorders and learning disorders, such as dyslexia. Admission is open to children from birth to 18 years of age. As a leading pediatric orthopedic center, the hospital has treated more than 250,000 children since its inception, with more than 40,000 clinic visits each year. Scottish Rite Hospital is a top teaching hospital and has relationships with more than 60 universities.
“It’s important to involve your patient in every decision-making process
along the way, because they’re the ones going through it and they need
to be a part of the decision making.”
– Medical Director, Pediatric Development Disabilities
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Riverside Health System is located in Newport News, Virginia. They have a flagship regional medical center with affiliates throughout the region in every aspect of health care. Riverside Health System is a non-profit organization dedicated to improving health and saving lives. Riverside Health System is governed by a voluntary Board of Directors, as is each of the Riverside affiliates throughout the region. Through the dedication and tireless energy of their employees, physicians and volunteers, they assure that the needs of the community are met in every Riverside endeavor.
“Customer obsession doesn’t have a finish line—it’s something we will work on in every interaction every day.”
— EVP and CNO
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Lehigh Valley Health Network (LVHN), continually goes the extra mile to fulfill their mission to heal, comfort and care for the people of their community.They have over 18,000 employees that contribute to this mission. With more than 2,000 primary and specialty care providers with more than 800 advance practice clinicians are employed by the health network through Lehigh Valley Physician Group.
Lehigh Valley Health Network →
“With NRC Health’s solutions, we can go beyond the standard question set. As things change, we can target our research into what we’re doing, what their experience is like, and what they’d like to see.”
– SVP & COO
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UCHealth strives to promote individual and community health and leave no question unanswered along the way. They’re driven to improve and optimize health care. Their network of nationally-recognized hospitals, clinic locations and health care providers extends throughout Colorado, southern Wyoming and western Nebraska. They deliver excellent care close to home, no matter where patients might live. Their success is defined by more than their patient volumes or treatment outcomes. It’s about building a team of exceptional people, from their clinical staff to their expert physicians, who consistently do what is right for the individuals they are honored to serve. Their Mission is to improve lives. In big ways through learning, healing, and discovery. In small, personal ways through human connection. But in all ways, they improve lives. UCHealth has over 24,000 employees, 136,000 impatient visits, and 3.8+ million outpatient visits a year.
“Patients now have unprecedented access to their electronic medical records and their doctors’ notes, and are even able to use tablets at their bedside while in the hospital. Furthermore, many of these innovative tools being developed through UCHealth partnerships with other companies are now being used at hospitals across the nation.”
– Chief Marketing, Experience and Customer Office
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Nebraska Medicine is one of the fastest growing research centers in the country.Their health network covers metro Omaha and extends across the region providing access to more than 1,000 doctors and nearly 40 specialty and primary care health centers to help keep people healthy. Two hospital locations, which have more than 800 licensed beds to deliver their promise of “Serious Medicine, Extraordinary Care.” More than 8,000 employees are honored to be part of the region’s leading academic health network. People come from around the country and the world for the unique expertise available from Nebraska Medicine. Nebraska Medical Center is the state’s largest hospital and has been named best in the state by U.S. News & World Report for eight years in a row. For six straight years, Nebraska Medicine has also been named to Becker’s Hospital Review’s list of 100 Great Hospitals in America.
By leveraging Transitions, Nebraska Medicine was able to decrease the number of patients that were needing follow up to 26%. This allowed for them to improve their workflow, and connect their high-valued nurses with only those patients who have specific questions or concerns, resulting in a more efficient use of their time.
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Caring people make the difference at American Senior Communities (ASC). You can feel it the minute you walk into their communities and meet their team members. As experts in senior care, they are not just doing a job, but following a calling. They are here to help you and your family find answers, solutions and peace of mind. In fact, they strive to become an extension of your family. They proudly serve their customers since the year 2000 with a long history of excellent outcomes, ASC is Indiana owned and operated. They take great pride in their heritage, incorporating Hoosier hospitality in all that they do. They value their customers because they are their teachers, coaches, neighbors and family.
“Real-time feedback can help us gain feedback to make our customer, our residents life better.”
~ Regional VP of Operations
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Orlando Health is one of Florida’s most comprehensive private, not-for-profit healthcare networks, and is based in Orlando, FL. Their facilities, advanced medical treatments and procedures, and highly qualified staff have distinguished Orlando Health as a healthcare leader for nearly two million Central Florida residents and 10,000 international visitors annually. They have 23,000 team members and more than 1,200 hospital and foundation volunteers.
“Our physicians are highly engaged. They’re hungry to improve all aspects of their care. Through patient comments, physician ratings gives them reliable, concrete points of improvement.”
– Senior Vice President, Orlando Health and President, Orlando Heath Medical Group.
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Children’s Wisconsin is a private, independent, not-for-profit health care system dedicated soley to the health and well-being of children. They have two hospital locations, over 70 medical specialties, 25 primary care locations, 6 urgent care locations, and an outpatient surgery center with more than 150 surgeons.
“Being transparent is our reality. We want to understand what matters most to our patients and families, and communicate that information both internally and externally, ensuring everyone is informed, and ultimately driving improvement.”
– Manager, Child and Family Experience
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Via Christi Health, a part of Ascension, is a healing presence in Kansas and northeast Oklahoma. Via Christi has a rich history of serving the people of Kansas and the surrounding region, dating back more than 100 years to the healing ministries of their founding congregations. Today, Via Christi Health is the largest provider of healthcare services in Kansas, with over 1,500 licensed beds. They serve Kansas and northeast Oklahoma through their doctors, hospitals, senior villages, and health services. In fiscal year 2016, Via Christi Health provided $77.8 million in benefit to the communities they serve.
“As a result, our patients get healthier, Via Christi’s readmissions rates have declined, and we have been able to reduce unnecessary utilization of the most expensive settings of healthcare.”
– Senior Director, Operations
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Mid-Michigan’s premier healthcare organization, Sparrow has grown to become the region’s largest health system, and its diverse range of facilities offer residents some of the most advanced medical technology available in the world. Sparrow has two Lansing campuses and several community hospitals, as well as dozens of satellite care centers. Sparrow also offers the Michigan Athletic Club, a 276,000-square-foot facility voted one of the country’s top health clubs.
“With NRC Health Transitions, we are able to very quickly contact patients, identify any patient concerns and trends, and start to rectify situations and/or remove barriers to a smooth transition from the hospital—making sure that the patient is safe and their experience was excellent, and even thanking them for their business.”
– Director, Patient Experience Department
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The University of Maryland Medical System is a university-based regional health care system focused on serving the health care needs of Maryland. They are one of the largest private employers in the state, the health system has 25,000 employees and 4,000 affiliated physicians providing primary and specialty care in more than 150 locations and in 14 hospitals.
“Where Transitions is really valuable to me is in its data. We don’t have to guess anymore at problems. We can identify them with quantifiable precision.”
– Karen E. Doyle, SVP Nursing and Operations
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Since 1981 Americare has been a trusted name in senior living throughout Kansas, Missouri, Tennessee, Illinois and Mississippi. Their living options include independent living, assisted living, memory care assisted living, skilled nursing and rehabilitation. At the heart of every Americare community is a philosophy that puts residents first and drives every decision they make. Their person-centered approach makes a difference in the lives of their residents, their families and their employees. You’ll feel it right when you walk through their doors.
“NRC helps us set the bar higher.”
~ President & CEO
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Phoenix Children’s Hospital has provided hope, healing, and the best healthcare for children since the hospital was established in 1983, and has grown to become one of the largest children’s hospitals in the country. With a medical staff of nearly 1,000 pediatric specialists, Phoenix Children’s provides inpatient, outpatient, trauma and emergency care across more than 70 pediatric subspecialties—the most comprehensive pediatric care available in the state. To meet the needs of their growing community, Phoenix Children’s continues to expand, adding new physicians, staff, programs, and facilities. At each location, and in each doctor, nurse, technician, staff member, and volunteer, you’ll see the difference in a hospital that’s 100 percent for children.
“The amount and timeliness of the data received using Real-time eliminates the historically valid arguments that small n-size and data that’s three to four months old are unactionable.”
– Chief Clinical Integration and Medical Officer
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“Because it’s the right thing to do.” You hear that phrase a lot at Mary Greeley Medical Center. It describes the philosophy that guides their delivery of high quality, cost effective patient care. Mary Greeley is a 220-bed regional hospital that provides healthcare to the residents of a 13-county area in central Iowa. Inpatient and outpatient services that support a continuum of care for their patients. A medical staff of more than 190 professionals expertise in 50 specialties and sub-specialties. A medical center staff that includes more than 1,300 nurses, patient care technicians, therapists and other clinical and non-clinical positions.
“The data we had from NRC Health’s Workforce Engagement tool enabled us to know where to start when having discussions with focus groups. The focus groups were instrumental in reconnecting people with our values and with each other.”
– Director, Human Resources/Education
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Mary Washington Healthcare is one of three independent systems in the state of Virginia. They are located in Fredericksburg, Virginia. They are a not-for-profit regional system of two hospitals, three emergency departments, and over 40 healthcare facilities and wellness services. Their mission to their community is clear. Mary Washington Healthcare exists to improve the health of the people in the communities they serve.
“NRC Health Market Insights data helped Mary Washington discover that awareness leads to volume, and now as an organization we can strive to increase awareness knowing this will increase volume and essentially revenue.”
– Director, Corporate Marketing and Communications
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Children’s of Alabama has provided specialized medical care for ill and injured children since 1911. They are ranked among the best pediatric medical centers in the nation by U.S. News & World Report, Children’s has more than 677,000 outpatient visits and more than 15,000 inpatient admissions annually. With more than 2 million square feet, it is one of the largest pediatric medical facilities in the United States. Children’s of Alabama is the only medical center in Alabama dedicated solely to the care and treatment of children. It is a private, not-for-profit medical center that serves as the primary site of the University of Alabama at Birmingham (UAB) pediatric medicine, surgery, psychiatry, research and residency programs.
“Reliable patient-feedback data helped to engage the highest levels of leadership at
Children’s of Alabama. The exchange and dialogue we see today would never have been possible without Real-time.”
– VP of Customer Service
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Jefferson Healthcare has a mission in working together to server their community with personalized care and medical excellence. They want to be the community’s first choice for quality health care by providing exceptional patient care to every person they servie. They do this by demonstrating fiscal stewardship and thoughtful decision making to provide sustainable, high value. THey also delieve the safest, highest quality care of any health care organization in their region. They were the Five Star Recipient, Hip Fracture Treatment from Healthgrades as well as receiving the Patient Safety Excellence Award.
“Our consumer’s voice is what really drives our entire business model at Jefferson Healthcare. We make sure our consumer’s voice has a seat at the table.”
– Chief Patient Care Officer
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Phelps Health is one of Missouri’s leading regional referral centers, serving over 200,000 residents in south-central Missouri. Phelps Health is county-owned, non-tax supported and is overseen by a five-member elected board. Phelps Health employs more than 1,800 people, including 100-plus providers. Phelps Health, which includes a hospital licensed for 242 patient beds, and serves a six-county area.
“Without the loyalty of our patients, it would be hard to achieve our mission.”
– COO
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Lakewood Ranch Medical Center is the hospital of choice for many families in the Manatee/Sarasota region. Since it opened in September 2004, the hospital has earned the Gold Seal of Approval from The Joint Commission. Lakewood Ranch Medical Center has more than 550 physicians and allied health professionals who practice in a comprehensive range of specialties and use the hospital’s advanced medical technology. Their mission is to provide healthcare services that patients recommend to family and friends, physicians prefer for their patients, purchasers select for their clients, employees are proud of and investors seek for long-term returns.
Lakewood Ranch Medical Center →
“Visibility into the data is what gets everyone to buy in to the process of improvement. In the end, it’s another way to keep patients’ best interests at the front of everyone’s minds.”
CNO
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The MetroHealth System is an integrated health system, with an acute-care hospital housing a Level I Adult Trauma and Burn Center, a skilled-nursing facility, and more than 25 locations throughout Cuyahoga County—with more on the way. They have more than 7,500 employees, and a total of 731 licensed beds.
“Moving to NRC Health has been a game-changer.”
– Chief Experience Officer
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Carilion Clinic is a not-for-profit healthcare organization based in Roanoke, Virginia. Through their comprehensive network of hospitals, primary and specialty physician practices, and other complementary services, they work together to provide quality care close to home for nearly 1 million Virginians. With an enduring commitment to the health of their region, they also seek to advance care through medical education and research, help their community stay healthy, and inspire their region to grow stronger.
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Houston Methodist comprises a leading academic medical center in the Texas Medical Center and six community hospitals serving the Greater Houston area. Their mission is to provide high quality, cost-effective health care that delivers the best value to the people they serve in a spiritual environment of caring in association with internationally recognized teaching and research.
“One important component that, was helpful in the decision to switch to NRC, is the focus that NRC Health has in terms of improving performance. The focus is really on how do we get information back quicker from our patients, from our customers, and then how do we act on that? And that’s really the focus that NRC Health has, and that fits with where I see Houston Methodist going in the future.”
– Senior Vice President and CEO of Houston Methodist
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Columbus Community Hospital is located in Columbus, Nebraska and has a mission to improve the health of the communities they serve. Their vision is to compassionately deliver the state’s highest quality patient care. They are a non-profit, and a voluntary corporation controlled by an 11 member, local board of directors. Columbus Community Hospital collaborates with approximately 40 local medical staff and many visiting physicians. There is a strong commitment of all to provide strong health care services for the community. The facility houses 47 acute care beds, 4 skilled nursing beds and 14 ambulatory outpatient beds – all with private occupancy.
“We must listen to our customers while applying the evidence of research. Ultimately the customer wants a good experience and to again find optimal health. Care must be streamlined with the customer and care providers in mind. If we have happy providers, we will have happy patients.”
– CNO
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It is AristaCare’s mission to deliver the highest quality post acute inpatient rehabilitation, memory care, and long term care services. To that end, they employ an expertly trained staff, adopt medically advised best practices and proven techniques and systems, and utilize state of the art technology—all in a highly compassionate and beautifully decorated environment. Their clinical service model capability is designed to lead the most medically complex patients through our rehabilitation care path.
“If your community’s not on top of social media, your competitors will be, and your organization will fall behind. If you don’t know what to do with social media, it’s scary. That’s why I tell people to take as much control as they can. Don’t create anxiety—create a strategy. Failing to use social media means missing out on a lot of opportunity.”
– CEO
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It is Comer Health and Reahabilitation’s mission to be dedicated to their patients, committed to their associates and challenged by their customers to deliver excellence. They offer patient care to short-term rehab patients or long-term care residents. They want the stay at Comer Health and Rehabilitation to be as personal and comfortable as possible. They offer many of the same comforts of home and community to their patients to keep them entertained and energized.
Comer Health and Rehabilitation →
“By listening to the voice of our associates we have lowered our turnover rate from 75% to 35%, all within the last 18 months.”
– Administrator
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Blythedale is New York State’s only independent, specialty children’s hospital. Their caring and highly specialized staff is dedicated to improving the health and quality of life of children with complex medical illnesses and conditions. Their Board Certified physicians, experienced nurses and supporting clinicians work with families to provide individualized, intensive and innovative medical and therapeutic care. Together with specialized school curricula and family support services, they help children achieve their rehabilitative goals and return to their communities.
“Without transparency, there are always barriers.”
– Director of Social Work and CXO
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CareMount Medical is the largest independent multi-specialty medical group in New York State. They employ over 525 physicians and provide medical care of the highest quality to over 550,000 patients in over 40 locations.
“Real-time got us buy-in and trust—it got clinicians to respect the feedback process. What was really wonderful for us is how much the feedback responses drove self-reflection in our staff. A larger n-size is great, but more important is how we started to see that every ‘n’ is a patient. A person. Not just a number.”
– Director of Patient Experience
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Akron Children’s Hospital is ranked among the best children’s hospitals by U.S. News & World Report. And to ensure families have convenient access to our pediatric care, they have 2 hospitals in northeast Ohio and more than 60 urgent, primary and specialty care locations. They also partner with other health systems to bring their neonatal and pediatric expertise to patients in their community hospitals.
They have more than a million patient visits a year, They’ve been leading the way to healthier futures for children through quality patient care, education, advocacy, community service and medical discovery since 1890.
“Have an honest discussion with yourselves and really think about, how you are differentiating yourself from your regional competition. I think the solution for that differentiation often lies in making the organization more accessible and helping consumers make that decision.”
— VP of Population Health
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Mission Health is based in Tampa, FL, Mission Health Communities LLC is a premier provider of Senior Living and Skilled Rehabilitation communities, with a dedication to enhancing the quality of life for those they serve. Mission Health manages and operates senior living, assisted living, short-stay rehabilitation and skilled nursing communities in Georgia, Kansas, Minnesota, Tennessee and Wisconsin. Specifically Arma Health and Rehab is located in Arma, KS.
“In long-term care, you build relationships with hospitals and clinicians in the area. You have to show them that you can take care of their patients. Once they see you do that, there’s that trust, and they feel good about sending residents to you.”
— Director of Nursing
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Bright Health provides affordable health insurance for everyday individuals. The company’s mission is to “Make healthcare right. Together.” The goal at Bright Health is to collaborate with Care Partners to make healthcare simpler, more personal, and more affordable. The organization has currently launched its exclusive Care Partner Health Plans with three health systems across the country. It is growing rapidly and has already planned partnerships with multiple other organizations over the coming years.
“If you work closely with one partner and you put the incentives in place to create alignment around the consumer, technology, and economics, you will be able to deliver a more affordable, simpler, and better healthcare experience to consumers.”
— Care Partner Development
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Laughlin Constable, a marketing agency with offices in Chicago and Milwaukee, partners with hospitals and health systems on marketing initiatives. From guiding strategy to monitoring campaign performance and helping demonstrate marketing ROI.
“NRC Health is a tool that clients can use to ground common sense, gut feelings, and ideas. It helps validate or inform instincts, and provides a great foundation for measurement recommendations. It’s a valuable resource.”
— Senior Vice President, Account Management
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ProMedica is a locally owned, nonprofit health system providing quality healthcare services to 28 counties in northwest Ohio and southern Michigan. They are a network that sees more than 4.7 million patient encounters at their 13 hospitals, six ambulatory-surgery centers, and more than 300 other facilities. They employ more than 17,900 employees and 2,700 physicians, with privileges system-wide. They also have a locally owned insurance company, Paramount, that provides insurance to large and small groups and Medicare subscribers in northwest Ohio and southeast Michigan.
“Our experience is not about money. It’s about where our hearts and minds are, and the more you embrace that, the more you’re going to find yourself not only wanting to do more, but you can do more because you have the resources to do it. We’ve heard people say, ‘Aren’t you boiling the ocean? We don’t have money to do that.’ But it’s not about money—it’s about understanding people’s needs.”
– President and CEO
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Blessing Health System is an integrated health system consisting of two hospitals with a total of 332 beds. They have a nationally recognized physician group of over 100 providers who serve residents in three states. They also have an accredited college of nursing and health sciences, a network of medical specialty businesses, and a charitable foundation.
“We felt we needed to have a program that was consistent, was giving the board members information at least on a monthly basis, and enabled them to digest it as a pace that they could take on. This continual digestion of new information, articles, and studies that are coming out that The Governance Institute has produced enables them to learn and retain that knowledge in a much better way.”
– RN, President and CEO
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Providence Health and Services joined St. Joseph Health in 2016 to form Providence St. Joseph Health. Together they employ more than 111,000 caregivers, 38,000 nurses, and 20,000 physicians. They also have two health plans covering 1.9 million lives. Their system consists of 50 hospitals, 829 clinics, 90 non-acute services, 14 supportive-housing programs, and hundreds of programs and services in Alaska, California, Montana, New Mexico, Oregon, Texas, and Washington.
Providence Health & Services, SW Washington →
“The Governance Insitute are partners with us in the journey of improving healthcare, and they’re a very valuable partner. I appreciate the staff, the leadership, and the currency of topics.”
– Regional CEO
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Kadlec is a locally governed not-for-profit health system serving a population of more than 350,000 residents in southeastern Washington and northeastern Oregon. Kadlec has 227 beds and more than 2,600 employees who work at their main hospital, or in primary- and specialty-care physician clinics throughout the region.
Kadlec Regional Medical Center →
“The Governance Institute has made a profound difference to our board. They will use TGI year after year because they see the value in it. They see the benefit that has been provided to the organization and to themselves as leaders, and, most importantly, to our community and our patients.”
– CEO
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For more than 100 years, Bellin Health System has been dedicated to the overall health and wellbeing of northeastern Wisconsin and upper Michigan. Their focus is on serving the area’s communities in the present, while keeping a vigilant eye on the future. Bellin Health System consists of more than 250 beds between their two hospital locations, over 115 clinic sites, four retail clinics, a psychiatric hospital, and multiple fitness centers, and is a provider of choice in northeast Wisconsin for orthopedic and specialty rehabilitation services.
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Ochsner Health System has been providing high-quality clinical and hospital patient care to Louisiana residents since 1942. Their healthcare family—today, comprising more than 18,000 employees and and over 1,100 physicians in over 90 medical specialties and subspecialties—is driven by their commitment to Serve, Heal, Lead, Educate and Innovate, and that passion is shared with every person who passes through their doors.
A steady flow of intelligence, Community Insights also enables simple continuing engagement. These low-touch interactions decreased Ochsner’s panel attrition rate to under 10%, ensuring that its panels will remain an enduring asset for the organization.
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The primary mission of the Rhode Island Department of Health is to prevent disease and to protect and promote the health and safety of the people of Rhode Island. The Department of Health is a diverse and interactive state agency with broad-ranging public health responsibilities.
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OU Health Physicians is Oklahoma’s largest physician group, with more than 975 doctors. They encompass almost every adult and child specialty. Many OU Health Physicians have expertise in the management of complex conditions that is unavailable elsewhere in the state, region, and sometimes even the nation. Some have pioneered surgical procedures or innovations in patient care that are world-firsts.
“The value isn’t entirely in the positive reviews—it’s also in the comments that inform me where I could be doing a bit better.”
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The Alverno Health Care Facility was the first organization in Clinton, Iowa, dedicated to caring for the community’s elderly population. As healthcare needs change, Alverno shifted its emphasis from a retirement/nursing home to providing complex nursing care for individuals who are sub-acutely and chronically ill. Additionally, the facility provides rehabilitation and skilled-nursing care to those looking to recover from injury or illness. Alverno has 200 employees and features a 132-bed facility.
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The University of Arkansas for Medical Sciences (UAMS) in Little Rock is the only academic health-sciences center in the state of Arkansas. UAMS is the state’s largest public employer, with more than 10,000 employees—about 600 of whom are clinicians—1,400 faculty, and 3,000 students. They are an economic engine for the state, with an annual economic impact of $3.92 billion. UAMS is also a pioneer in the transparency movement. As one of the first academic medical centers in the nation to implement a transparency initiative, they are seeing remarkable results and improved outcomes.
University of Arkansas for Medical Sciences →
“Capturing information directly from patients and families is really important. We have our own ideas about what represents excellent care and excellent quality, and how to meet expectations, but our ideas may not be the same—and often aren’t the same—as the desires and expectations of our patients and their families. When we get that information directly from them, it helps us improve.”
– Chancellor at UAMS
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Harris Health System is a fully integrated healthcare system that cares for all residents of Harris County, Texas. They are the first accredited healthcare institution in Harris County to be designated by the National Committee for Quality Assurance as a Patient-Centered Medical Home, and are one of the largest systems in the country to achieve the quality standard. Their system includes 18 community health centers, five same-day clinics, five school-based clinics, three multi-specialty clinic locations, a dental center and dialysis center, mobile health units, a rehabilitation and specialty hospital, and two full-service hospitals—Ben Taub Hospital and Lyndon B. Johnson Hospital. Harris Health is also a teaching system for Baylor College of Medicine and The University of Texas Health Science Center at Houston.
“Our biggest ‘ah-ha’ is that, globally, the data now speaks for itself, stands on its own, and is credible. Physicians don’t question it.”
– Ambulatory Chief of Staff
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The Ottawa Hospital is a nonprofit, public-university teaching hospital in Ottawa, Canada. The hospital is made up of Riverside Hospital, Ottawa General Hospital, and Ottawa Civic Hospital. It is one of Canada’s largest learning and research hospitals, serving 1.3 million people across eastern Ontario. It is a 1,122-bed academic health-sciences center affiliated with the University of Ottawa and the University of Ottawa Heart Institute, which is located at the organization’s Civic Campus. The Ottawa Hospital is also one of two trauma centers in eastern Ontario and southern Quebec.
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National Healthcare Corporation (NHC) affiliates operate 76 skilled nursing centers with 9,597 beds, for themselves and third parties. NHC’s affiliates also operate 36 homecare programs, five residential-living centers, and 24 assisted-living communities. NHC’s other services include Alzheimer’s units, long-term care pharmacies, hospice services, a rehabilitation-services company, and management and accounting services provided to third parties.
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PIH Health strives to help their communities get well and stay healthy. They’re a nonprofit, regional healthcare network with two hospitals, numerous outpatient medical offices, a multispecialty medical (physician) group, home healthcare services and hospice care, and heart, cancer, and emergency services. PIH has extensive facilities in Whittier and Downey, California; PIH Health serves more than two million residents in Los Angeles and Orange Counties and throughout the San Gabriel Valley. PIH employs more than 5,100 compassionate and valued employees.
PIH Health Hospital Whittier →
“Having great nurses, great staff, and a great medical staff working together has helped us continue to enhance the patient experience. We want this to be a place where we take our family members to get the best care.”
– Senior Vice President and Chief Medical Officer
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Bluewater Health
Bluewater Health is located in Ontario within the Erie St. Clair Local Health Integration Network in Canada. It encompasses Bluewater Health in Sarnia and Charlotte Eleanor Englehart Hospital of Bluewater Health in Petrolia. Bluewater Health is a 326-bed community hospital that has close to 2,500 staff members, physicians, and volunteers. The organization provides an array of specialized acute-care, complex continuing-care, allied-health, and ambulatory-care services. Its state-of-the-art facilities, which opened in 2010, contribute to Bluewater Health’s mission: “We create exemplary healthcare experiences for patients and families every time.”