Case Study: Tucson Medical Center improves patient loyalty and ED care experience with NRC Health Real-time feedback

Tucson Medical Center utilizes Real-time feedback to align brand reputation and care experience

Tucson Medical Center (TMC), a large locally governed nonprofit regional hospital in Tucson, faced a challenge in its Emergency Department: middle-acuity patients often experienced long waits, and some left without being seen. Although TMC had a strong community brand and reputation, leaders recognized that the ED experience was not always matching that promise.

To better understand patient experience, TMC implemented NRC Health’s Real-time feedback solution, which increased response rates and gave leaders more immediate, candid patient input. Using that feedback, TMC refined its ED “third track” model and improved alignment between care delivery and brand reputation. The initiative helped drive a Loyalty Index increase from 64.1 to 69.0 in three quarters, with responses rising from 89 to 1,593 in the first 30 days after rollout.

Tucson Medical Center

Mimi Coomler

Chief Nursing Officer