Case Study: Nemours Children’s Health improves patient experience equity with NRC Health

Nemours Children’s Health cuts ED return risk in half with NRC Health

Nemours Children’s Health, a nationally recognized pediatric health system, partnered with NRC Health to address a hidden disparity in its patient experience. While its overall scores appeared average, NRC Health's custom reporting capabilities revealed significant gaps in post-visit understanding among racial, ethnic, and language groups, which was a key driver of avoidable emergency department return visits.

NRC Health provided the data analysis and reporting tools that enabled Nemours to implement a systemwide, equity-focused solution. This initiative, which included improved interpreter access, multilingual resources, and teach-back techniques, resulted in measurable outcomes: the risk of ED return visits was cut in half, language-based and racial/ethnic disparities were significantly reduced, and systemwide experience consistency improved dramatically.

Nemours Children’s Health