Case Study: Sentara Healthcare achieves #1 HCAHPS ranking and up to 8% score gains with CipherHealth's Orchid

Orchid: House-Level HCAHPS Improvement Implementing Orchid to raise HCAHPS

Sentara Healthcare, a 160-bed urban hospital, wanted to move from the #2 to the #1 spot in HCAHPS rankings but lacked clear insight into which domains needed improvement. They engaged CipherHealth and deployed Orchid: Nurse Manager Rounding to identify issues, improve patient–provider communication, and increase transparency of patient concerns.

CipherHealth implemented Orchid with managers rounding on at least five patients per day, emphasizing quality over quantity; over Jun–Jul 2014 the program produced 1,652 rounds, 1,203 HCAHPS respondents, and 197 service recoveries. After two months, HCAHPS scores rose up to 8.4% across eight domains (e.g., Pain Management +8.4%, Quietness & Cleanliness +8.4%), the hospital reached #1 in the system, and Sentara expanded Orchid to all 12 hospitals.

Sentara Healthcare