Case Study: El Camino Hospital achieves 25-point HCAHPS improvement with Stryker

Silicon Valley Innovator Raises Key Patient Satisfaction Scores by 25 Points with Vocera® Care Rounds

El Camino Hospital, a 443-bed nonprofit serving Silicon Valley from Mountain View and Los Gatos, faced declining patient satisfaction and weakening HCAHPS scores as leader and staff rounding rates fell and manual processes proved unsustainable. With reimbursements and public reporting tied to patient experience, the hospital needed faster, measurable, and more accountable rounding and service-recovery workflows.

El Camino redesigned its rounding process around lean principles and deployed Vocera Care Rounds across 20 inpatient units, equipping 30+ multidisciplinary staff with iPads and integrated alerts to drive standardized conversations and immediate service recovery. Within a year the hospital saw key HCAHPS domain scores improve by 25 points, patient complaints drop 50%, rounding coverage rise from 15% to over 50% of patients, and thousands of documented rounds and service interventions (14,000 rounds, 9,500 patients, 700 issues identified).

El Camino Hospital

RJ Salus

Director of Patient Experience