Case Study: Mount Sinai Hospital achieves rapid ED patient satisfaction and performance gains with Infor (RateMyHospital)

Mount Sinai Hospital - Customer Case Study

Mount Sinai Health System, one of the largest non‑profit health systems in the U.S., sought to deliver a consistent, high‑quality patient experience across its six busy emergency departments that together see more than 1,300 patients a day. The challenge was gaining timely, actionable visibility into patient satisfaction and performance across multiple sites.

In Fall 2014 Mount Sinai deployed RateMyHospital across all six EDs, using an ADT feed to trigger texted surveys, a real‑time patient feedback dashboard, and direct follow‑up workflows. After establishing baseline data, ED leadership implemented a “Split Flow” triage process in June 2015 and, using the RMH dashboard, detected a statistically meaningful rise in overall patient satisfaction within days, with a notable peak in July 2015.

Mount Sinai Hospital

Carl Ramsay MD

FACEP Vice President Emergency Medicine Clinical Operations, Mount Sinai Health System