Quality Reviews® Releases Case Study Showcasing Grady Health’s Embrace of Real-time Data to Drive Service Recovery

June 10, 2020

Grady Hospital Improves Top Box Scores 20 Percentage Points

NEW YORK, NY, USA, June 10, 2020 /EINPresswire.com — Quality Reviews®, Inc. today released its newest case study, Real-Time Service Recovery: A Catalyst for Improving Patient Experience and Fostering a Culture of Service Excellence. Cataloguing Grady Hospital’s use of Q-Rounding, Quality Reviews® patient experience rounding tool, for over a year, this case study offers evidence for the use of real-time data to drive service recovery and cultural transformation within a large healthcare provider organization. Clinical and administrative leaders were able to make unprecedented improvements in patient experience as a culture of service excellence emerged from the immediate and actionable patient feedback.

“Grady Hospital has achieved remarkable improvement in such a short period of time,” said Edward Shin, MD, CEO and Co-founder of Quality Reviews®. “This case study offers a roadmap for other institutions who have made the commitment to service excellence and require actionable data to guide them on their journey to concrete, measurable patient experience improvement.”

Q-Rounding is an inpatient patient experience rounding tool that captures the voice of the patient in real-time, giving staff the opportunity to conduct service recovery immediately. Utilizing SMS text and a cloud-based dashboard, Q-Rounding facilitates resolution of any experience issues that may arise during an inpatient hospital stay.

A copy of Real-Time Service Recovery: A Catalyst for Improving Patient Experience and Fostering a Culture of Service Excellence is available for download.

Read Full Press Release Here.


Jill Yarberry

Vice President, Patient Experience

Jill has 20 years’ experience in healthcare business development and operations. Prior to joining Quality Reviews®, Jill worked in the healthcare industry where she has been responsible for developing and implementing the sales strategy, market research, and business development to meet and exceed sales growth projections.

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