Grady Health System’s mission is to improve the health of their community through quality, comprehensive healthcare — but limited, outdated patient feedback was interfering with their ability to deliver a best-in-class patient experience. Paper surveys only gave them lagging data, and the number they received was decreasing over time.
To give their team real-time insight into patient experience, Grady began using Q-Rounding. With instantaneous feedback, clinical and administrative staff could work together to enact a service recovery strategy, closing the loop on patient concerns before discharge. The result? Improvements across the board.
This case study details how Grady leveraged Q-Rounding to transform patient rounds and foster a culture of service excellence — and how that led to increased patient satisfaction, HCAHPS scores, and reimbursement from the CMS Value-Based Purchasing program. Learn more in the full case study.
Michele Pirkle is the Executive Director, Patient and Family Experience at Grady Health System in Atlanta, Georgia. Grady is the premier trauma, stroke, and burn center in the state of Georgia. As a healthcare leader for over 20 years, Michele’s passion is improving the patient experience, and she has had tremendous success in moving hospital experience scores from the bottom quartiles to the very top. She is an energetic change agent committed to successful, sustainable cultural change. Michele has a Bachelors of Science degree in Education and Psychology from Georgia Southwestern State University and an MBA from Norwich University in Vermont. She also has several certifications: Certified Patient Experience Professional, Franklin Covey trainer & a Lean Six Sigma Practitioner.
Quality Reviews, working collaboratively with the American Nurses Credentialing Center (ANCC), created a crosswalk of Quality Reviews’ questions to the nine patient satisfaction categories (see below) delineated in 2014 and 2019 Magnet® Application Manuals. This crosswalk was approved by ANCC in November 2017.