Case Study: UNC Department of Emergency Medicine improves patient safety and care delivery with Bivarus

Identifying Patient-Centered Analytics to Transform Care Delivery and Improve Patient Safety

The UNC Department of Emergency Medicine needed a better way to measure patient experience after finding that its paper-based Press Ganey surveys had low response rates, delayed results, and data that were too high level to tie back to individual ED visits. As one of North Carolina’s largest referral centers, the department wanted more timely, actionable feedback that reflected its adult patient population and could support patient safety and service improvements.

After a pilot, UNC implemented the Bivarus platform to collect near real-time patient experience data through short email or text surveys delivered within 24 to 48 hours of care. Response rates rose to about 28% and were roughly 3 times higher than the previous survey, while the data updated every 6 hours and included free-text comments from about 50% of respondents. Bivarus also helped UNC identify 242 safety-related comments over 12 months, support provider scorecards and mentoring, and give management a more useful view of patient feedback.

UNC Department of Emergency Medicine