Case Study: Lutheran Medical Center achieves a 4% increase in patient satisfaction with CipherHealth Orchid and Voice

Lutheran Medical Center Standardizing Leadership Rounding

Lutheran Medical Center, a 359-bed urban hospital, had used Voice, CipherHealth’s post-discharge outreach solution since 2012 to call 100% of discharged patients. After optimizing post-discharge care, they implemented Orchid: Nurse Leader Rounding from CipherHealth to standardize and increase the consistency of nurse leader rounding, addressing Orchid reports that leader rounds were occurring less often than targeted and leadership’s need for evidence of rounding’s impact on the patient experience.

CipherHealth integrated Orchid and Voice on a common platform so Lutheran could compare post-discharge satisfaction for patients who did and did not receive a leader round. Over a five-month period (Jan–May 2015) with 6,187 patients rounded on, the analysis showed a measurable 4% increase in top-box patient satisfaction for those who received leader rounds (≈92% vs ≈88%), driving adoption of rounding as a routine practice and increasing patient feedback and issue resolution.

Lutheran Medical Center