Results That Matter
Different organizations. Different challenges. One repeatable execution model.
The Experience Accelerator Lab helps leaders turn good ideas into everyday practice.
Case Overview
Organization
Large academic medical center serving a diverse urban population.
Challenge
Nurse communication scores had plateaued. Leaders wanted to improve how key communication behaviors consistently showed up in daily patient care.
Focus of The Lab
Improve the reliability of nurse communication behaviors through leadership alignment and frontline co-design.
Participating Areas
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Medical-surgical units
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Women’s services
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Neonatal ICU
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Adult ICU
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Emergency department
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Inpatient dialysis
Measurable Results
Improvements in patient experience measures related to how nurses listen, explain, and show courtesy and respect.
Reported HCAHPS results reflect the inpatient units included in public reporting:
medical-surgical, women’s services, and adult ICU.
HCAHPS
Nurse Communication Domain
70.5 77.7
January 2025-November 2025
Improvement across the nurse communication domain as leaders and teams co-designed
how key communication behaviors show up in daily care.
Nurses listen carefully
70.8 76.7
January 2025-November 2025
Nurses Explain
65.0 79.5
January 2025-November 2025
Nurses Courtsey & Respect
75.7 76.7
January 2025-November 2025
Leaders and frontline teams worked together to build, test, and reinforce one meaningful communication behavior across participating units.
Case Overview
Organization
Regional outpatient rehabilitation system with three participating clinics.
Challenge
Leaders wanted to create a more consistent patient experience while allowing each clinic to adapt improvements to its own team and environment.
Focus of the Lab
Strengthen teamwork and patient experience by engaging frontline teams to co-design and sustain one meaningful behavior across participating clinics.
Behaviors Each Clinic Chose
Clinic 1: "Is everyone being helped?"
Clinic 2: "How was your last visit?"
Clinic 3: "I'm sorry that happened."
Measurable Results
Staff Worked Together to Care for You
86.9 94.3
+7.5 percentage points
Average Top Box performance across the three participating clinics exceeded 90.9% following implementation.
Could Your Team Be the Next Story?
Every organization is different.
Every team faces different challenges.
The Experience Accelerator Lab isn't about copying what worked somewhere else.
It's about helping your team discover what works in your environment, then turning it into everyday practice.