Case Study: Riverview Hospital Association improves patient satisfaction with Minitab

Riverview Hospital Association Improving Patient Satisfaction

Riverview Hospital Association, a community-owned healthcare provider in Wisconsin, used Minitab Statistical Software to improve patient satisfaction, specifically low scores on the HCAHPS discharge information dimension. Facing new Medicare value-based purchasing rules that tied payments to quality and patient experience, the hospital needed a more systematic, data-driven way to raise survey results.

Using Minitab, Riverview’s Lean Six Sigma team analyzed 24 months of survey data with control charts, histograms, plots, and ANOVA to identify the patient groups and units with the lowest scores. The team then redesigned the discharge education process, improved coordination with clinics and caregivers, and clarified discharge documentation. As a result, Riverview increased its average monthly “yes” response rate and surpassed its 91% benchmark, while also creating a foundation for future patient satisfaction improvements.

Riverview Hospital Association

Christopher Spranger

Director of Lean Six Sigma and Quality Improvement