Patient experience vendor transition

For many years now, with assistance from patient experience survey vendors, Brigham and Women’s Faulkner Hospital has surveyed patients after their hospital visits to understand their satisfaction with hospital services. At the end of 2020, BWFH will transition to a new patient experience survey vendor.

What exactly is changing, and when?

• Historically, institutions across Partners HealthCare have used various patient experience vendors. Over the course of 2020, all Partners institutions will transition to using one patient experience survey vendor, NRC Health.
• BWFH will make the shift to using NRC Health at the end of 2020.

Why the switch to NRC Health?

• The Partners Patient Experience Leadership Committee, which includes representatives from across the system, selected NRC Health after a careful analysis.
• In addition to achieving a more consistent and seamless approach to the patient experience, the transition to a single patient experience vendor will allow us to share comparable data and best practices across the system, enhance patient representation through multiple survey modes and languages and support Partners' goal of provider transparency.

More information about the transition will be available soon.