Case Study: National Capital Region VA Medical Center achieves a 24% increase in staff responsiveness satisfaction with Get Well's PXP tool

National Capital Region VA Medical Center boosts staff responsiveness satisfaction by 24% with GetWellNetwork

The National Capital Region VA Medical Center sought to improve patient satisfaction, specifically the "Responsiveness of Hospital Staff" score in its patient surveys. The challenge was capturing real-time feedback and acting on it promptly. They partnered with GetWellNetwork, implementing its Patient Experience Perception (PXP) tool.

GetWellNetwork's solution involved collecting targeted patient feedback on the second day of a stay. Negative or neutral responses were immediately flagged for Nurse Managers, enabling real-time service recovery. This approach led to a 24% increase in patient satisfaction regarding staff responsiveness, significantly enhancing the care experience for Veterans and strengthening the hospital's performance metrics.