Improving Patient Satisfaction at Centra Health

This case study documents the efforts of Centra Health, a non-profit healthcare system in Central Virginia, to enhance patient satisfaction and operational efficiency through improved feedback mechanisms in food services and environmental services. The organization faced challenges such as inefficient manual processes for collecting feedback, leading to low participation rates and delayed insights. To address these issues, Centra Health collaborated with Touchwork to implement data-driven solutions starting in 2024, which included the introduction of QR codes for real-time patient feedback regarding meal quality and restroom cleanliness. Additionally, the use of a mobile app for auditing meal service trays streamlined assessments and enabled immediate action based on patient feedback. The outcomes of these interventions included increased operational efficiency, faster issue resolution, and improved patient satisfaction metrics, demonstrating how healthcare providers can leverage technology to meet patient expectations more effectively.