Authors

1. Tonges, Mary PhD, RN, NEA-BC, FAAN
2. Ray, Joel D. Col (Ret) USAF, NC, MSN, RN, NE-BC
3. Herman, Suzanne MSN, RN
4. McCann, Meghan MSN, RN, NE-BC

Abstract

Patient satisfaction is a key component of healthcare organizations' performance. Providing a consistent, positive patient experience across a system can be challenging. This article describes an organization's approach to achieving this goal by implementing a successful model developed at the flagship academic healthcare center across an 8-hospital system. The Carolina Care at University of North Carolina Health Care initiative has resulted in substantive qualitative and quantitative benefits including higher patient experience scores for both overall rating and nurse communication.