Case Study: Carilion Clinic improves patient communication with NRC Health

Advancing patient communication with preference-driven changes

Carilion Clinic, a nonprofit healthcare organization serving nearly one million Virginians, needed faster insight into patient communication preferences, call-center protocols, and MyChart patient portal usage. Working with NRC Health, the clinic used the Market Insights On Demand tool to quickly gather feedback from patients in a HIPAA-compliant, email-based survey.

NRC Health designed and fielded the custom studies, collecting more than 1,200 responses in just days and delivering results in as little as 20 days. The findings helped Carilion set call-answering standards, prioritize MyChart improvements, and expand online scheduling; in fact, all family and community-medicine practices now offer online scheduling through MyChart.

Carilion Clinic

Tammy Nerenberg

Contact Center Director