St David’s Healthcare (SDH), a US hospital system and winner of the 2014 Baldrige National Quality Award, used a number of mechanisms to follow up with patients and community members and receive immediate and actionable feedback. Key mechanisms included: 1) Two types of Patient Rounding. Leader Rounding and Hourly Rounding. Leaders rounded daily to listen…

BPIR Categories

1.1.1 Customer performance/satisfaction measurement
1.1.7 Review customer listening & learning methods
1.3.2 Determine & provide customer contact mechanisms

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