Case Study: Our Lady of the Lake Regional Medical Center improves nurse communication with NRC Health

Our Lady of the Lake: Displaying the Spirit of Healing Through Nurse Communication

Our Lady of the Lake Regional Medical Center in Baton Rouge, Louisiana, sought to improve patient-centered care and strengthen nurse communication, a key driver of HCAHPS performance. Working with NRC Health, the organization focused on creating more consistent, compassionate, and effective communication experiences for patients and families across its large hospital system.

NRC Health helped support a culture built around prayer, listening, standardization, shared governance, and frequent rounding, including whiteboards, huddles, family updates, and post-discharge follow-up calls. These practices reinforced “every encounter counts” and helped Our Lady of the Lake sustain strong nurse communication and other patient experience scores, contributing to its recognition as a high performer in HCAHPS publicly reported data.

Our Lady of the Lake Regional Medical Center

Gena Kalil

Nurse Manager, Oncology