Case Study: United Regional Hospital achieves significant HCAHPS improvements with CipherHealth Orchid Inpatient Rounding

Orchid: United Regional Hospital HCAHPS Improving nurse rounding and the patient experience

United Regional Hospital, a 269‑bed suburban hospital, sought to improve patient experience and HCAHPS scores by targeting communication about medications, the hospital environment, and staff responsiveness. To quickly identify patient concerns and route them for prompt resolution, United Regional turned to CipherHealth and implemented Orchid: Inpatient Rounding.

CipherHealth’s Orchid deployed a nurse rounding script to capture patient feedback and drive process improvements; over a three‑month period the hospital completed 4,556 rounds with 900 HCAHPS respondents. Within three months post‑deployment, United Regional saw measurable gains—14.8% improvement in staff responsiveness, 10.9% in communication about medications, 10.1% in hospital environment, and a 4.6% average increase across all HCAHPS domains.

United Regional Hospital