Case Study: Natividad Medical Center achieves improved patient communication and higher HCAHPS scores with Stryker

Experience Innovation Network Advisory Services

Natividad Medical Center partnered with the Experience Innovation Network to address persistent complaints from med/surg patients, families and staff about poor communication and an inefficient process for identifying attending physicians. The goal was to map communication gaps, capture patient and staff voices, and engage a multidisciplinary team to improve the care experience.

The EIN implemented the "Know Your Physician" initiative—clarifying admitting vs. attending roles, creating a master on-call schedule and an attending-physician EMR report, developing staff training and triage guides, and introducing call/fax tracking and workflow tools. Results included higher HCAHPS scores (Overall Rating 86% → 95%; RN Communication 67% → 77%; MD Communication 77% → 80%), reduced laboratory call volume, and selection for the Always Events® Community and Recognition Program.

Natividad Medical Center

Andrea Rosenberg

Assistant Administrator, Operations