Case Study: Dexur’s AI Quality Platform and NRC's Patient Experience Partnership Enhances Quality at Good Samaritan


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Good Samaritan, a community healthcare Hospital in Vincennes, Indiana, in collaboration with Dexur and National Research Corporation (NRC), has advanced its capabilities in measuring and improving patient experience and quality metrics. This case study delves into the transformative effects of integrating Dexur’s data analytics with NRC’s patient survey expertise, enhancing Good Samaritan’s performance across various critical healthcare quality metrics.

Angela R. Shick, Director of Quality & Risk / Patient Safety Officer at Good Samaritan, highlighted the impact of the partnership: "By integrating Dexur’s analytics with NRC’s patient experience insights, we can now see the full picture of our performance outcomes. This has been crucial in helping us strategically navigate through the complexities of healthcare quality metrics and patient satisfaction, leading to enhanced care delivery and operational excellence."

Challenge: Understanding the Impact of Patient Experience on Quality Metrics

Good Samaritan, like many healthcare institutions, faced significant challenges in comprehensively understanding and effectively utilizing patient experience data to inform broader quality improvement strategies. The core of this challenge revolved around the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) measures, which play a critical role in determining hospital performance metrics such as the Value-Based Purchasing (VBP) scores, CMS Star Ratings, and Leapfrog scores.

Complex Interdependencies: The primary issue was the intricate way in which these patient experience measures impacted the end quality programs. HCAHPS measures account for 25% of the VBP score, influence 22% of the CMS Star Ratings, and contribute over 15% to Leapfrog scores. Despite their importance, hospitals often struggled with a fragmented view that did not allow for a clear understanding of these interdependencies. The lack of a holistic approach prevented hospitals from effectively prioritizing improvements or understanding how enhancements in patient experience could lead to better overall quality scores.

Complex Algorithms for Calculating HCAHPS Scores

One of the critical challenges Good Samaritan Hospital faced was related to the complex algorithms required to calculate the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) scores. These scores are derived using a variety of program-specific logic and methodologies, such as Linear Mean Score calculation, Mix and Mode Adjustment, and consideration of changes across different Program Years. Each of these elements involves sophisticated statistical techniques:

These complex calculations necessitate advanced data analytics capabilities and a thorough understanding of statistical methodologies to accurately reflect patient experiences in a way that aligns with federal reporting requirements.

Data Integration Challenges between HCAHPS Vendors and Quality, Safety, and Risk Platforms

Integrating data from HCAHPS vendors with other quality, safety, and risk management platforms presents another significant challenge. This integration is crucial for creating a comprehensive view of healthcare quality and patient satisfaction but involves several hurdles:

Addressing these challenges involves not only technical solutions but also organizational change management to ensure that all parts of the hospital system can effectively utilize integrated data to improve patient care outcomes and operational efficiencies.

Dexur and NRC Partnership Solution Overview

The solution to Good Samaritan Hospital's challenges involved a partnership between Dexur, an AI-driven Unified Quality, Safety, and Risk Platform, and National Research Corporation (NRC), a leader in patient experience measurement. This collaboration aimed to create a seamless integration of patient experience data from HCAHPS surveys with Dexur's quality and risk management analytics platform. The key innovation was the development of a mutually compatible data format that would allow for swift and effective data integration across both NRC and Dexur's systems.

Development of a Compatible Data Format:

The first step was the creation of a standard data format that could be universally applied across all NRC and Dexur joint customers. This standardization involved aligning data fields, harmonizing data collection methods, and ensuring that data transmitted from NRC to Dexur was both accurate and timely.

Development of Data Transfer protocols and timings:

In the second phase of implementation, Dexur and NRC established robust data transfer protocols and set precise timings for data exchanges to ensure the secure and efficient flow of data. Security protocols such as encryption and secure authentication were prioritized to protect patient data. APIs were developed for seamless automation of data flows, while error handling protocols ensured data integrity. Data transfers were organized into scheduled batches.

Continuous Monitoring and Optimization:

Post-implementation, Dexur and NRC provided ongoing support and system monitoring to ensure that the integration functioned smoothly and continued to meet the evolving needs of Good Samaritan. This phase also involved periodic updates to the software and adjustments based on feedback from customers.

Benefits Realized from Dexur and NRC Partnership for Good Samaritan

Enhanced Visibility into Quality Metrics:

With the integrated system, Good Samaritan can now track the direct impact of patient experience scores on key performance indicators like CMS Star Ratings, VBP, and Leapfrog scores. This visibility allows hospital administrators to make data-informed decisions that directly impact financial returns and patient outcomes.

Improved Quality Improvement Framework:

The integration allows Good Samaritan to contextualize changes in patient experience within a larger quality improvement framework. For example, if patient satisfaction scores drop in a particular measure, such as Communication about Medicines, the system can correlate this data with other quality measures, such as readmission rates, enabling targeted improvements.

Timely Benchmarking and Tracking:

The solution enables monthly tracking and benchmarking against industry standards and historical performance. This capability is crucial for setting realistic goals and making timely adjustments to care practices and policies.

Predictive Analytics and Simulations:

Utilizing Dexur’s predictive models, Good Samaritan can forecast future performance on quality metrics and simulate different scenarios to devise strategies for improvement. These tools are vital for long-term planning and ensuring compliance with healthcare standards.

Automated Insights for Proactive Management:

Dexur’s AI Advisor provides automated insights, offering early warning alerts about potential declines in quality measures. This feature allows Good Samaritan to proactively address issues before they escalate, thereby improving patient satisfaction and care outcomes.

The partnership between Dexur and NRC has transformed how Good Samaritan utilizes data to drive improvements in healthcare quality and patient satisfaction. By bridging the gap between patient experience data and quality metrics, the hospital has not only improved its operational efficiencies but also enhanced its ability to deliver high-quality patient care. This case serves as a benchmark for other healthcare institutions aiming to leverage technology for better healthcare outcomes.