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Case Study


The Valley Hospital: Leaders Set the Tone for Patient Service and Satisfaction

At The Valley Hospital, hospital leaders exemplify on a daily basis the hospital's dedication to patient service. Each morning, the chief executive officer and chief financial officer visit patients. Valley closely tracks patient satisfaction data on a hospital-wide and unit basis, with each unit given a performance target. Leadership Institutes for frontline supervisors through top executives emphasize accountability for reaching and maintaining high standards. In addition, nurses and other staff members solicit feedback from patients through rounding and post-discharge calls. Valley rewards extraordinary staff behavior through recognition and reward programs.

This study was based on publicly available information and self-reported data provided by the case study institution(s). The aim of Commonwealth Fund–sponsored case studies of this type is to identify institutions that have achieved results indicating high performance in a particular area of interest, have undertaken innovations designed to reach higher performance, or exemplify attributes that can foster high performance. The studies are intended to enable other institutions to draw lessons from the studied institutions' experience that will be helpful in their own efforts to become high performers. Even the best-performing organizations may fall short in some areas or make mistakes—emphasizing the need for systematic approaches to improve quality and prevent harm to patients and staff. The Commonwealth Fund is not an accreditor of health care organizations or systems, and the inclusion of an institution in the Fund's case study series is not an endorsement by the Fund for receipt of health care from the institution.

Publication Details



S. Silow-Carroll, The Valley Hospital: Leaders Set the tone for Patient Service and Satisfaction, The Commonwealth Fund, May 2009.