Case Study: Twin Rivers Regional Medical Center achieves 110% increase in patient satisfaction with Stryker

Improving Patient Satisfaction, Loyalty with Sacred Moments

Experience Innovation Network Advisory Services teamed with Health Management Associates and Twin Rivers Medical Center (a 116‑bed hospital in Kennett, MO) to address low patient satisfaction: in 2011 the hospital ranked in the 33rd percentile on HCAHPS “willingness to recommend.” The challenge was to rapidly improve patient experience and rebuild trust without large new investments.

EIN implemented a mapping intervention—staff and physician pulse surveys, town halls, patient/family interviews, care team “Lightning Rounds” and a No Excuses Team—and launched the Sacred Moments program to ask meaningful admission questions, address spiritual/support needs and allay fears. The result was a 110% increase in HCAHPS top‑box scores (from ~33% to 72.4% by April 2013), a more humanized culture, higher nurse satisfaction, and selection for the Always Events® Community.

Twin Rivers Regional Medical Center

Steve Pu

Medical Director