Case Study: St. Mary Medical Center achieves exceptional patient-centered care with NRC Health

St. Mary Medical Center Nurtures a Culture of Excellence

St. Mary Medical Center in Langhorne, Pennsylvania, part of the CHE/Trinity Health System, sought to strengthen patient-centered care and improve its HCAHPS nurse communication performance. The hospital focused on creating a culture of excellence, stronger colleague engagement, and more consistent communication across nursing and other departments, while also aiming to raise patient satisfaction and recommendation scores.

With support from NRC Health, St. Mary Medical Center used patient experience and benchmarking data to guide improvements such as purposeful hourly rounding, bedside shift reports, walking discharge huddles, Teach Back, scripting, and shared governance councils. The approach helped standardize communication, accountability, and service recovery across the organization, contributing to exemplary nurse communication results and top-decile performance in colleague commitment, with the hospital also earning recognition as one of the best places to work in Bucks County.

St. Mary Medical Center

Mary Sweeney

Vice President, Colleague Resources and Development