🏥Healthcare Case Study
Coastline Medical Center
How real-time patient feedback transformed care quality and satisfaction scores
89%
Patient Satisfaction Increase
45%
Wait Time Reduction
92%
Staff Satisfaction Improvement
The Challenge
Coastline Medical Center, a 400-bed hospital serving the Pacific Northwest, was struggling with declining patient satisfaction scores and operational inefficiencies. The hospital faced:
- •Average patient wait times of 3.5 hours in the emergency department
- •Patient satisfaction scores below the 25th percentile nationally
- •High staff turnover due to workplace stress
- •Limited visibility into real-time patient concerns
Our Solution
Real Time Feedback implemented a comprehensive patient experience monitoring system across all touchpoints of the patient journey, from admission to discharge.
Implementation Strategy
Phase 1: Emergency Department
- • Real-time wait time feedback
- • Triage experience monitoring
- • Staff communication tracking
Phase 2: Inpatient Care
- • Daily satisfaction check-ins
- • Pain management feedback
- • Nurse responsiveness tracking
Results Achieved
Patient Experience Improvements
- 📈89% increase in overall patient satisfaction
- ⏱️45% reduction in average wait times
- 🎯Moved from 25th to 85th percentile in HCAHPS scores
Operational Improvements
- 👥92% improvement in staff satisfaction
- 💰$2.3M annual savings from improved efficiency
- 🔄67% reduction in staff turnover
"Real Time Feedback transformed how we understand and respond to patient needs. We went from reactive to proactive care, and our patients and staff have never been happier."
✓
Coastline Medical Center
Implementation Timeline
1
Month 1-2: Assessment & Setup
Initial consultation, system configuration, and staff training
2
Month 3-4: Pilot Program
Emergency department pilot launch and initial feedback collection
3
Month 5-6: Full Deployment
Hospital-wide implementation and optimization
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