Concord Hospital Health System Earns NRC Health Excellence in Patient Experience Award for Second Consecutive Year
For the second consecutive year, Concord Hospital Health System (CHHS) has received the Excellence in Patient Experience – Small Health System Award from NRC Health, recognizing the compassion, teamwork and commitment to patient-centered care demonstrated by employees across the health system.
"Receiving this recognition from NRC Health, our trusted partner, reflects the sustained commitment of our teams to making exceptional, safe care a reality for every patient, every day," said CHHS's Chief Quality Officer, Chris Fore, MD, MHCDS, FACEP. "Our collaboration with NRC Health provides valuable insight into the patient experience and helps us translate the voices of those we serve into meaningful improvements in quality and safety.
The award recognizes healthcare organizations for consistently delivering experiences that build trust and respond to what matters most to patients, families and care teams. For CHHS, earning the distinction in consecutive years reflects an ongoing, system-wide commitment to listening to patients and using their experiences to continually strengthen care.
"This award belongs to our employees. Every interaction with a patient or family member is an opportunity to make them feel heard, respected and cared for," said CHHS's Director of Patient Experience and Service Excellence, Carissa Elphick. "The compassion, teamwork and dedication our staff bring to those interactions every day are what make an exceptional patient experience possible."
NRC Health works with healthcare organizations to capture and understand feedback from patients, consumers, families and care teams, helping organizations identify opportunities to improve the healthcare experience.
"NRC Health's awards recognize organizations that consistently deliver experiences that earn trust, strengthen loyalty, and improve healthcare for the people they serve," said Chief Executive Officer for NRC Health, Trent Green."This recognition reflects a sustained commitment to listening, learning, and acting on what matters most to patients, consumers, families, and care teams. We are honored to celebrate organizations that turn insight into action and set a powerful example for healthcare organizations nationwide."
Patient experience extends beyond clinical outcomes to encompass the entire healthcare journey for patients and families. From communication and responsiveness to compassion, coordination, and trust, employees in both clinical and non-clinical roles help create an environment where patients feel supported.
"This is truly a recognition of all our employees and the work they do on behalf of our patients, families and communities," Elphick said. "Whether someone is providing care at the bedside, welcoming a patient to an appointment, answering a question or working behind the scenes to support that care, they influence the experience our patients have with us. To earn this award two years in a row speaks to the consistency of that commitment across our health system."
