CASE STUDY: How Russellville Hospital Increased HCAHPS Response Rates by 54%

Challenge: Finding an Affordable, Comprehensive Survey Solution for a Rural Hospital
Russellville Hospital, part of Java Medical Group, sought to replace its existing survey vendor with a partner capable of supporting multiple patient experience programs while remaining cost-effective for a rural hospital. The organization needed a solution for HCAHPS, OAS CAHPS, and custom patient feedback surveys across several care settings.

Solution: A Comprehensive Survey Strategy Across Service Lines
Java Medical Group selected Nexus Health Resources to administer HCAHPS surveys for inpatient services, OAS CAHPS surveys for the hospital outpatient department, and custom surveys for patients who utilized the Emergency Department and Outpatient Services. HCAHPS and OAS CAHPS surveys were conducted by phone in both English and Spanish, while Emergency Department and ancillary service patients received customized surveys by text message.

Key Outcome: 54% Increase in HCAHPS Response Rates
During its first full year with Nexus, Russellville Hospital increased HCAHPS survey response rates by 54% compared to the prior year with its previous vendor. The increase in patient participation enabled the hospital to exceed the 100-response threshold required for public reporting. With sufficient survey volume, Russellville Hospital demonstrated performance that met or exceeded state and national benchmarks.

Key Outcome: Valuable Feedback That Informed Operational Improvements
Nexus’s multi-channel survey strategy generated valuable patient insights beyond standard CAHPS measures. Live caller interviews captured qualitative feedback through supplemental questions, while concise post-visit surveys delivered actionable information to help hospital leaders identify opportunities for improvement and recognize staff members who provided exceptional patient experiences.

Key Outcome: Responsive Partnership Supporting Long-Term Success
Nexus partnered closely with Russellville Hospital to adapt to changing needs. From refining custom survey questions and expanding reporting capabilities to supporting the hospital’s transition to a new EMR platform, Nexus implemented changes efficiently and without disruption. This flexibility ensured continuous access to patient feedback throughout operational and technology initiatives.

“The Nexus Team have been very responsive to new ideas and identified with our urgency to improve # of completed surveys. We appreciate their hard work and dedication.”

Diane Myrick
Quality Resource Management Director