Culture of Ownership Drives Remarkable Gains in Patient Experience

"We don't make blanket changes anymore," says Graves. "We make smart, strategic changes, because we have the data to guide us."

Perhaps most importantly, NRC Health's tools have made data accessible to the people who need it most. Nurse managers, who once relied on monthly reports pulled by someone else, now log into the platform themselves, engage with feedback in real time, and use that information to improve daily operations on the ground.

Beyond the technology, United Regional credits NRC Health's team with providing critical guidance and support. Whether it's discussing strategy with a dedicated partner or getting a near-instant response to a data request, the collaboration is consistent, responsive, and deeply aligned with United Regional's goals.

This level of partnership has empowered United Regional to not only elevate patient-experience metrics, but to do so in a way that strengthens culture, engages staff, and builds trust at every level.

Service Recovery as a Competitive Advantage

United Regional has proven that service alerts, when embedded in a culture of listening, accountability, and care, are more than a tactical tool. They're a strategy for healing relationships, improving retention, and strengthening community trust.

As Graves puts it, "When we broke trust, the best way to rebuild it was to call-just call them. And that's what we did."