Case Study: Guthrie strengthens community engagement and patient care with NAVEX E&C Incident Management

Fostering Community Through Hotline Management at Guthrie

Guthrie is a non‑profit, multi‑specialty integrated health system serving communities across Pennsylvania and New York with nearly 6,000 employees. After 120 years of community ties, Guthrie needed a reliable way to capture and act on feedback from patients, families and staff — and to ensure stakeholders felt comfortable “speaking up” so that issues could be addressed and patient care improved.

Guthrie implemented NAVEX E&C Incident Management (EthicsPoint) as an easy-to-use hotline and intake system, backed by broad awareness efforts and a 48‑hour response standard with multilingual support. The program generates about 100–125 reports annually (roughly 35% anonymous), provides board-level trend reporting, enables concrete resolutions (for example, securing a patient’s prescriptions), strengthened reporting at an acquired entity, and supplies anonymized case‑based learning and data to tailor training across the organization.

Guthrie

Roger Lathrop

Senior Director For Internal Audit and Compliance