“Quality Reviews is providing a level of transparency, in real time, that we’ve never had before. Frontline staff and even leaders outside of the patient experience department needed to have trust in one another because all of this data is so transparent, and people need a sense of assurance that we’ll use patient feedback as a tool to improve things – to see how we’re doing and how we get better. So, all of this required somewhat of a cultural shift for us; once staff recognize that you have integrity, and that you are fair and honest, then it’s easier for people to trust you with the vulnerability that can come with such transparent information.”