In late 2023, Kaiser Permanente Roseville Medical Center’s “Likelihood to Recommend” score was below target, highlighting an opportunity to enhance the patient experience.
In response, Associate Chief Nurse Executive Gertrude Tiangco Alba, DNP, MSA, RN, and Area Experience Leader Erica Menzer, LCSW, CPXP launched the Care Experience Circle meetings in early 2024. These meetings brought together adult inpatient service line leaders to review evidence-based interventions such as authentic hourly rounding, nursing communication via bedside handoff, and the principles of nurse leader rounds, predictive rounding, and the hospital’s care connection bundle. By May 2024, the initiative expanded to include the emergency department and maternal-child inpatient service line leaders. Through these collaborative sessions, individual unit data, best practices, and improvement strategies were shared. As a result of these efforts, Kaiser Permanente Roseville Medical Center’s “Likelihood to Recommend” scores improved, successfully meeting the target and demonstrating the positive impact of the Care Experience Circle initiative on patient satisfaction.