Case Study: Sentara achieves faster patient feedback and profitable urgent care growth with NRC Health

Real-time feedback and transparency transform urgent care centers

Sentara Medical Group, a division of Sentara Healthcare, was struggling with unprofitable urgent care centers in early 2015. Patient feedback was limited, slow to arrive, and not credible enough for physicians to act on, so Sentara turned to NRC Health and its real-time patient experience feedback solution to better understand and improve the urgent care experience.

With NRC Health, Sentara shifted from mailed surveys to email and phone outreach within hours of each visit, generating more than 14,000 responses and giving staff immediate insight into patient concerns. NRC Health also helped Sentara publish star ratings and reviews online to strengthen search visibility and attract more patients. The results included a 25% increase in patient visits, a 6.5-point rise in patient experience scores, feedback lag reduced from weeks to hours, and a financial turnaround from loss to profitability.

Sentara

Mark Weisman

Medical Director