New NRC Health Research Reveals What Sets High-Performing Health Systems Apart: Turning Patient Feedback Into Action

Jennifer Baron, Chief Experience Officer at NRC Health

“Perhaps we've been asking the wrong question. In an increasingly complex healthcare environment, we have an opportunity to learn from organizations that are achieving exceptional results and uncover what truly sets them apart. This research reveals that success isn't simply about collecting more data, but about building the leadership capabilities, shared accountability, and everyday practices that turn Human Understanding into action. By applying these lessons, health systems can identify untapped opportunities within their own organizations and move more quickly and confidently toward delivering the experiences people deserve.”

Helen Hrdy, Chief Operating Officer at NRC Health

“The difference between collecting feedback and creating meaningful change is what happens next. Our research reinforces what we see every day in our partnerships with leading health systems: exceptional experiences are built when teams listen, act, and continuously improve. Experience management can't be the responsibility of one department or a handful of individuals. It has to become part of how the entire organization works, with Human Understanding at the center of every decision.”

William R. England, Ph.D., Strategic Advisor – Research at NRC Health

“What struck me most about this research was that high-performing organizations were listening to a broader range of voices, but weren't necessarily accessing their data more frequently. The distinction was in how they put those insights to work. That's an important finding because it gives healthcare leaders something more valuable than another checklist. It offers an opportunity to learn from organizations achieving exceptional results and translate those lessons into meaningful improvements in their own everyday practices.”