Case Study: St. Clair Hospital achieves a Lean transformation and sustained patient-satisfaction gains with KaiNexus

St. Clair Hospital - Customer Case Study

St. Clair Hospital faced the challenge of building a true Lean culture and improving poor performance—most notably its Emergency Department, which ranked among the worst in Western Pennsylvania for patient satisfaction. To capture ideas, increase transparency, and make improvements scalable across the organization, St. Clair adopted KaiNexus, using the KaiNexus continuous improvement/idea-management platform to surface staff ideas and drive accountability.

By implementing KaiNexus, St. Clair made improvement work visible, enabled employees to submit ideas directly into the system, and empowered managers to act immediately while targeting coaching where it mattered most. KaiNexus helped reduce manager burden and increase organizational transparency, and St. Clair saw dramatic results: the ED’s patient-satisfaction percentiles rose within about 18 months and those gains were sustained for more than five years, with many more improvement opportunities identified and tracked.

St. Clair Hospital

Tania Lyon

Director of Operational Performance Improvement