Case Study: Providence Health & Services achieves improved patient experience and a 2–4 point HCAHPS increase with CipherHealth Orchid

How Providence Health & Services improved patient experience with a digital solution

Providence Health & Services faced a challenge: paper-based daily nurse rounding made it difficult to capture and resolve patient complaints in real time, limiting service recovery and suppressing patient experience scores. Working with AVIA’s Innovation Cohort, Providence selected CipherHealth’s Orchid digital rounding solution to standardize and scale rounding across the enterprise.

CipherHealth’s Orchid was rolled out to more than a dozen hospitals (about one new hospital every two weeks), giving Providence real-time issue tracking, standardized workflows, and reporting. The deployment saved nurse leaders roughly 30 minutes per day, increased HCAHPS scores by 2–4 points (one hospital saw a 2.6‑point gain), delivered a 25% savings on the enterprise contract, and enabled faster service recovery and measurable improvements in patient experience.

Providence Health & Services