Customer relationship management software being used at Yale New Haven Hospital in Connecticut improved patient satisfaction scores considerably between last September and this past March.

In terms of Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) scores, the facility saw increases of four to 13 points in the past six months, says Michael Bennick, MD, medical director of patient experience at Yale New Haven. The facility did particularly well in metrics that include staff responsiveness, room quietness and cleanliness, nurse and physician communication, discharge procedures, pain management and environmental issues.

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