Case Study: Montefiore Health System boosts HCAHPS scores with FeedbackNow real-time patient feedback

How Montefiore Health System Boosted HCAHPS Scores with Real-Time Patient Feedback

Montefiore Health System needed to improve patient experience but faced a critical challenge: their feedback was delayed by 60 to 90 days after a patient's discharge, making real-time service recovery impossible. To address this lack of immediacy, the health system partnered with vendor FeedbackNow to find a solution that would provide instant visibility into patient needs.

FeedbackNow implemented a system of over 2,000 real-time feedback devices, including call buttons in patient rooms and smiley face buttons in restrooms. This solution enabled Montefiore’s staff to respond to issues within minutes, leading to a significant boost in HCAHPS scores—with one hospital rising from 59% to 68%—and a reduction in weekly complaints from 4-5 to nearly zero. The FeedbackNow system also fostered a positive cultural shift, increasing staff engagement and operational agility.

Montefiore Health System

Timothy Woodward

Environmental Services Director