Case Study: Genesis HealthCare System achieves 35% HCAHPS top-box increase with Stryker Vocera Care Rounds

Vocera® Care Rounds Brings Consistency, Accountability to Patient Experience

Genesis HealthCare System, the largest provider in its six-county region of southeastern Ohio, faced inconsistent and largely ad hoc leader rounding: few managers rounded regularly, notes were transcribed manually, and patient surveys (HCAHPS) arrived too late to drive timely improvements. Genesis needed a standardized, real-time way to capture patient and family feedback and turn it into actionable follow-up.

By implementing Vocera Care Rounds for leader rounding, Genesis began recording face-to-face patient feedback in real time, automating follow-up requests to departments, and enabling immediate service recovery. The program drove a 35% increase in HCAHPS “top box” scores, about 90% of patient feedback became positive, and more than 40 positive staff comments per week helped formalize staff recognition and boost nurse satisfaction.

Genesis HealthCare System

Abby Nguyen

Chief Nursing Officer, Genesis HealthCare System