Genesis HealthCare System Dramatically Improves Patient Satisfaction with Vocera

Tuesday, January 20, 2015

Genesis HealthCare System Dramatically Improves Patient Satisfaction with Vocera

Mobile Rounding Solution Captures Patient Feedback in Real-Time to Improve Experience

SAN JOSE, Calif. - January 20, 2015 - Vocera Communications, Inc. (NYSE: VCRA), the leading provider of real-time, intelligent communication solutions for mission-critical mobile environments, today announced that Genesis HealthCare System has implemented Vocera Care Rounds, a software-based mobile solution that measures and manages patient experience during a hospital stay in real-time to evaluate gaps and deploy improvement interventions. With Vocera Care Rounds, Genesis care team members have increased responsiveness to patient needs and dramatically improved patient satisfaction.

Genesis HealthCare System is an integrated healthcare delivery system based in Zanesville, Ohio that includes a 603-bed general medical and surgical hospital and more than 2,700 employees. When Genesis needed to improve its rounding process, they selected
Vocera Care Rounds to help boost patient and family engagement in the care plan.

Using Vocera Care Rounds, Genesis is able to gather real-time feedback and insights from patients and their families during the rounding process so that issues can be addressed during a patient's hospital stay. By approaching patients face-to-face, leaders at Genesis are able to capture compliments and complaints and immediately request help from specific departments. Within a few months after implementing Vocera Care Rounds, Genesis experienced a 35 percent increase in the hospital's overall Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) rating.

"Vocera Care Rounds has given Genesis team members instant ability to respond to patient needs - anything from changing a light bulb to providing a special meal," said Abby Nguyen, chief nursing officer of Genesis HealthCare System. "Patients know their voice is being heard when they see their feedback being addressed immediately, which helps create a healing environment, improve outcomes and build lasting loyalty."

Since implementing Vocera Care Rounds, 90 percent of the patient feedback that Genesis receives is positive, including approximately 40 comments per week from patients about staff members. Being able to capture the influx of patient and family comments enabled Genesis to create a formalized staff recognition process, which has increased staff satisfaction and loyalty.

"By implementing a mobile rounding system that is integral to the hospital's workflow, Genesis has been able to proactively manage the patient experience and provide services that exceed expectations," said Gautam Shah, vice president of product management, Vocera. "We are honored to partner with the organization to engage patients and improve their overall experience."

About Genesis HealthCare System
Genesis is an integrated health care delivery system based in Zanesville, Ohio. The system includes a not-for-profit hospital that operates at two Zanesville sites - Genesis-Bethesda and Genesis-Good Samaritan, an extensive network of more than 300 physicians and multiple outpatient care centers throughout the region. 

About Vocera:
Vocera empowers teams through real-time, intelligent communication in healthcare, hospitality, energy and other mission-critical mobile environments. Widely recognized for developing smarter ways to instantly communicate and collaborate, Vocera offers a comprehensive portfolio of solutions that improve efficiency throughout organizations. The Vocera Communication System is installed in more than 1,200 organizations worldwide. The Vocera portfolio improves workflow, quality, safety and outcomes while elevating the customer and patient experience. In addition to providing innovative technology, Vocera drives thought leadership and new standards to improve patient experience via its research collaborative, the Experience Innovation Network. Vocera is headquartered in San Jose, Calif., with offices in San Francisco, Tennessee, Canada, India, United Arab Emirates, and the United Kingdom. For more information, visit and @VoceraComm on Twitter.

The Vocera logo is a trademark of Vocera Communications, Inc. Vocera® is a trademark of Vocera Communications, Inc. registered in the United States and other jurisdictions. All other trademarks appearing in this release are the property of their respective owners.

Amanda Breeding

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