Case Study: Ann & Robert H. Lurie Children’s Hospital improves care coordination with NRC Health

Communication brilliance during turbulent times

Ann & Robert H. Lurie Children’s Hospital, a pediatric specialty hospital in Chicago, wanted to improve the experience of patients and families in its emergency department by strengthening communication and reducing the frustration that can come with wait times and handoffs. Working with NRC Health, the hospital focused on creating a better overall patient experience and increasing loyalty, especially in the ED where staff were already strong but saw room for improvement.

NRC Health helped Lurie Children’s implement new communication huddles, including three-hour time-point huddles and physician-led emergency department huddles, along with broader patient experience team practices, newsletters, and family-reviewed education materials. The result was a 5.2-point improvement in the Coordination of Care dimension within one year, along with four consecutive years above the 75th percentile in “Overall Rating of Facility” and “Would Recommend,” showing measurable gains in communication and patient satisfaction.

Ann & Robert H. Lurie Children’s Hospital

Janis Quinn

Pediatric Nurse Practitioner, Pediatric Emergency Department