Case Study: Harris Health System boosts patient feedback and care improvement with NRC Health Real-time solution

Houston health system uses Real-time data for improvement

Harris Health System, a large community-focused academic health system in Houston, struggled to get meaningful patient feedback from its ambulatory clinics. With many patients uninsured and providers seeing more than 20 patients a day, the organization found its limited survey responses were not representative enough to guide improvement, leaving leaders feeling apathetic toward their patient experience data.

To solve this, Harris Health System implemented NRC Health’s Real-time solution, which used email and IVR outreach within 72 hours of a visit to gather richer, more representative feedback. The results were dramatic: response rates increased 611% in the first year, giving leaders credible data they trusted and acted on, while also improving collaboration, patient flow, and outcomes such as diabetic HbA1c testing rising to over 95%.

Harris Health System

David Riddle

Administrative Director, Patient Experience