Case Study: University of Arkansas for Medical Sciences achieves patient transparency and stronger engagement with NRC Health

UAMS takes transparency from concept to execution in six months

University of Arkansas for Medical Sciences (UAMS), the state’s only academic health-sciences center, wanted to meet growing consumer demand for healthcare transparency and patient voice. Working with NRC Health, UAMS set out to move from concept to implementation in just six months, overcoming the usual internal hurdles to launching a new patient-experience initiative.

NRC Health provided a transparency solution that surveyed patients, converted feedback into star ratings and public comment feeds, and published the results on UAMS’s website once physicians received at least 30 ratings. The program led to stronger physician and staff engagement, behavior changes in response to patient feedback, improved physician communication scores on HCAHPS, and month-over-month gains in search rankings, with UAMS now ranking first in Google for over 80% of rated clinicians.

University of Arkansas for Medical Sciences

Julie Moretz

Associate Vice Chancellor for Patient- and Family-Centered Care