Duke University Hospital: Organizational and Tactical Strategies to Enhance Patient Satisfaction -- Case Study

Vital Signs Location: Durham, N.C. Type: Academic medical center, affiliated with Duke University and part of the not-for-profit Duke University Health System. Beds: 924 Distinction: Top 5 percent of more than 700 large hospitals (300+ beds) in the portion of patients who gave a rating of 9 or 10 out of 10 when asked how they rate the hospital overall. Timeframe: October 2006 through June 2007. To be included, hospitals must have reported at least 300 surveys. See the Appendix for full methodology. This case study describes the strategies and factors that appear to contribute to high patient satisfaction at Duke University Hospital. It is based on information obtained from interviews with key hospital personnel and materials provided by the hospital during August and September 2008.