Case Study: OSF St. Joseph Medical Center achieves 70% patient volume growth and a 96th-percentile HCAHPS ranking with Stryker

Experience Innovation Network Advisory Services

St. Joseph Medical Center set out to differentiate its birthing center experience for patients, families, staff and referring physicians. Faced with the challenge of optimizing patient experience and strengthening relationships with referring providers, the hospital used feedback from care teams and patients to guide its improvement efforts.

Working with Experience Innovation Network advisory services, the team mapped patient navigation and launched targeted interventions — physician/nurse leadership dyads, bedside care-transition education, physician/nurse “Fireside Chats,” and a customized birthing book and patient wish list. Results included HCAHPS ranking improvement from the 82nd to the 96th percentile, physician market share rising from 25% to 30% (a 5 percentage-point increase), and patient volume increasing up to 70% post-intervention.

OSF St. Joseph Medical Center