Case Study: PIH Health achieves patient-centered excellence with NRC Health

A “Patients First” Mentality Sets the Tone at PIH Health

PIH Health, a regional nonprofit healthcare network in Whittier, California, wanted to strengthen its patient-centered culture and improve its HCAHPS “Overall Rating” performance. Working with vendor NRC Health, the organization focused on creating a consistent “Patients First” experience across its hospitals and service lines, addressing challenges such as call-light responsiveness, noise, role clarity, and staff communication.

NRC Health supported PIH Health’s efforts to build a high-reliability, patient-first environment through a culture of leadership engagement, behavioral standards, staff training, and structured rounding. The initiative included call-light response tracking, quiet-time routines, trio and dyad rounds, leadership development, and patient/family involvement in improvement efforts. As a result, PIH Health achieved exemplary publicly reported HCAHPS performance in overall hospital rating, with the case study highlighting sustained high patient satisfaction and a stronger, more unified care culture.

PIH Health

Rosalio Lopez

Senior Vice President and Chief Medical Officer