Case Study: a large southeastern hospital boosts NRC scores by 88% with Vital ERAdvisor

Emergency Department Boosts NRC Scores 88% with Vital

a major southeastern hospital faced a challenge in its emergency department, where staff lacked a consistent and efficient way to identify and respond to patient concerns in real time. This was exhausting for nurses and detrimental to the patient experience. To address this, the hospital partnered with Vital and implemented its ERAdvisor solution as a core part of its service recovery strategy.

Vital's solution provided an AI-powered web app that sent patients a survey during their visit. Low ratings triggered an immediate alert to staff via a mobile app, enabling a 100% response rate to patient concerns. This tech-enabled approach resulted in an 88% increase in NRC satisfaction scores, a dramatic rise in the ED's Google rating from 3.3 to 4.8 stars, and a massive increase in staff recognition, proving the significant impact of Vital's platform.