Case Study: University Health System Achieves Magnet and Patient-Centered Care with NRC Health

University Health System Delivers Patient-Centered Care, Achieves Magnet

University Health System, a nationally recognized academic medical center and partner of The University of Texas Health Science Center San Antonio, was pursuing Magnet status while trying to build a stronger patient- and family-centered culture. The hospital lacked a consistent way to measure patient satisfaction and patient experience, and needed help engaging staff nurses, improving communication, and aligning bedside care with Magnet expectations. To address this, UHS partnered with NRC Health, then known as National Research Corporation, to implement a patient experience measurement and improvement program.

With NRC Health’s survey and reporting tools, UHS trained Magnet champions and leaders to use patient feedback, peer evaluation, and quality data to drive improvements in care. The organization added initiatives such as hourly rounding, quieter care environments, pain management enhancements, ethics councils, and communication programs to reinforce patient-centered care. The results included a drop in patient falls, improved patient satisfaction scores, and staff turnover declining from more than 22% to about 10%, helping University Health System achieve Magnet designation and strengthen its nursing excellence culture.

University Health System

Carlos Castañeda

Director of Patient Relations