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Improving patient experience can be a challenge given the number of doctors, nurses, and support staff any given patient interacts with. Furthermore, the long lag time, low response rates and lack of specificity in HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) surveys presents an even greater challenge to assessing and improving patient experience. Healthcare organizations need faster real-time, individualized data to improve patient and staff experience and lead to higher HCAHPS scores. The case study below shows how University of Maryland Upper Chesapeake Health (UCH) utilized Wambi to improve employee engagement and patient experience, and found that the Wambi platform is an early predictor of the HCAHPS.
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