Case Study: Saint Clare's Health achieves 12% HCAHPS gains and 60% fewer grievances with CipherHealth's Orchid

Leadership Rounding with Orchid Decreasing Grievances and Increasing Patient Satisfaction

Saint Clare's Health, a two-hospital system in New Jersey and part of Prime Healthcare, needed a way to capture patient and staff concerns firsthand to advance its patient-centered initiatives. To address this challenge, Saint Clare’s partnered with CipherHealth and deployed Orchid Leadership Rounding on Patients to support executive rounding and surface opportunity areas in real time.

CipherHealth’s Orchid digital rounding solution gave leaders automated alerts and in-depth reports to close the loop on patient concerns. Within three months the system completed nearly 1,700 rounds, identified more than 1,000 opportunity areas, drove an average 12% increase across HCAHPS domains, brought six previously unmet domains up to the VBP threshold (increasing potential reimbursements), and reduced complaints and grievances by 60% (monthly reductions: Jan −39%, Feb −64%, Mar −83%).

Saint Clare's Health