Case Study: Core Physicians improves patient-centered care and communication with NRC Health

Core Physicians: Meeting Patient Needs with Empathy and Excellence

Core Physicians, a community-based multi-specialty practice serving New Hampshire’s Seacoast Region, wanted to strengthen patient-centered care by improving communication, access, and the overall patient experience. With NRC Health’s patient experience framework and CG-CAHPS-informed focus, the organization set out to ensure patients felt heard, respected, and able to get timely care and information.

NRC Health’s case study highlights how Core Physicians used Lean-based process improvement, tiered huddles, staff training, patient-portals, and standardized communication practices to hardwire empathy and efficiency into daily workflows. The result was top performance in CG-CAHPS communication measures, top scores for timely appointments at Core General Surgery, faster issue resolution, and measurable operational gains such as about 38% of patients using the portal, high-priority issues handled within 10 to 15 minutes, and improved call-back and checkout processes.

Core Physicians

Jessica Boccelli

Director of Service Excellence