Case Study: Riverview Hospital Association improves patient satisfaction with Minitab

Riverview Hospital Association boosts positive patient survey responses to 91% with Minitab

Riverview Hospital Association, a healthcare provider in Wisconsin, faced the challenge of improving patient satisfaction scores, specifically for the discharge information dimension of the HCAHPS survey. Lower scores in this area had substantial financial implications due to Medicare's value-based purchasing rules. To address this, they used Minitab Statistical Software as part of their Lean Six Sigma program to identify the underlying causes of the low scores.

Using Minitab's control charts and Analysis of Variance (ANOVA), the team identified that respondent age groups and specific hospital units were statistically significant factors. This data-driven approach allowed them to target improvement efforts precisely. Minitab enabled Riverview to redesign its discharge process, resulting in an increased average percentage of positive monthly survey responses that surpassed their 91% benchmark goal.

Riverview Hospital Association