Human Understanding Metric Implementation Case Study

This case study examines the implementation of the Human Understanding Metric (HUme) by Gundersen Health System and M Health Fairview to enhance patient experience and increase Net Promoter Scores (NPS). The objective of the HUme is to assess whether patients feel treated as unique individuals. Gundersen Health System reported a 3-point increase in NPS after implementing the HUme in January 2022, while M Health Fairview, which adopted the metric in December 2022, experienced a 4-point increase. Both organizations emphasize the importance of human-centered care and have developed strategic processes to support this initiative. The study outlines how Gundersen has engaged with NRC Health to improve service excellence and patient experience, focusing on human connection and alignment with organizational goals. M Health Fairview has also refreshed its customer experience standards by gathering feedback from patients and staff to enhance interactions across all service areas. The findings illustrate the impact of human understanding on healthcare delivery and patient satisfaction.