Case Study: South Shore Hospital improves discharge communication with NRC Health

South Shore Hospital: Healing, Caring, and ComfortingDischarge Planning from the Day of Admission

South Shore Hospital, a 378-bed health system serving southeastern Massachusetts, wanted to improve patient-centered discharge communication and overall HCAHPS performance, especially around discharge information. Working with NRC Health, the hospital focused on making discharge planning more patient- and family-centered from the day of admission while supporting staff with clearer processes and better coordination.

NRC Health’s patient-experience approach supported South Shore Hospital’s use of patient/family advisory councils, bedside rounding, whiteboards, care progression teams, and improved discharge materials and medication reconciliation workflows. The result was smoother transitions, stronger patient understanding of post-discharge needs, and exemplary HCAHPS performance for discharge information among hospitals of its type and size.

South Shore Hospital

Susan Romano

Patient Experience Consultant