Case Study: Phoenix Children’s Hospital improves patient experience with NRC Health Real-time feedback

Using real-time feedback and transparency for radical hospital transformation

Phoenix Children’s Hospital (PCH) worked with NRC Health to address major patient-experience challenges, including low survey response rates, long delays in receiving feedback, physician burnout over small sample sizes, and the need to improve scores in an increasingly value-based healthcare environment. To move beyond slow, mailed paper surveys, PCH needed a faster, more actionable way to hear directly from patients and families.

NRC Health implemented its Real-time feedback solution, using email and IVR-based outreach to collect feedback within 72 hours of clinic and ED visits. The change produced strong measurable results: PCH saw an 8.5% gain in Overall Rating of Providers, collected 28,500 responses in 12 months, increased clinic response rates by 58%, and boosted ED responses 19-fold in three months with a 200% increase in response rate. NRC Health also helped PCH improve service recovery, strengthen physician engagement, and enable transparent peer comparisons across divisions.

Phoenix Children’s Hospital

Stacy Nicholson

Physician-in-Chief