Case Study: Meritus Health System improves employee and patient experience with NRC Health

Meritus Praises Employees, Improves Experience

Meritus Health System, a 260-bed acute-care facility in Hagerstown, Maryland, wanted to strengthen employee recognition so it would feel more relevant, immediate, and motivating for staff. To do that, the health system partnered with NRC Health and launched its Praise Patrol program to improve staff engagement and support a better patient experience.

Using NRC Health’s NRC Picker measurement tools alongside internal recognition efforts, Meritus Health System built a program that includes thank-you notes, quarterly pledge awards, staff rounding, and leadership recognition tailored to employee input. The result was a much more popular and timely recognition process, with nominations growing from about a dozen to more than 150 each quarter, and employee satisfaction rising to the 72nd percentile, well above the industry norm.

Meritus Health System

Khrysti Thompson

Manager for Total Rehab Care