Patient Experience
Keeping patients and families at the center helps guide how we listen, learn and continually improve the care experience.
NRC Health
Through a new partnership with NRC Health, we have improved our ability to listen to our patients during and after a clinic visit, ER visit or hospital stay. These insights help us better understand patient needs, identify opportunities for improvement and respond more quickly to concerns.
Patient & Family Advisory Councils
NMHS also reinstated Patient and Family Advisory Councils, bringing together employees and community members to improve experiences across the health system. Each hospital’s council addresses local concerns, while members also serve on a systemwide council focused on broader initiatives. Their feedback helps make care more patient- and family-centered.
Community Feedback
This year, more than 10,000 patients have volunteered to serve as part of our patient panel, sharing valuable feedback that guides decisions to expand and improve our services.
Executive Leader Rounding
Executive Leader Rounding gives NMHS leaders the opportunity to hear directly from patients, families, caregivers and frontline staff. These conversations provide real-time insight into the care experience, highlight opportunities for improvement and recognize team members who are making a meaningful difference.
Service Excellence Training
NMHS introduced “Our True North Promise” Service Excellence Training for team members across the organization. Centered on the promise to “See Me, Hear Me, Be Me,” this training reinforces empathy, communication, respect and meaningful human connection in every interaction.
