NRC Health and South Shore Health Partner to Advance Human-Centered Care and Experience Excellence
NRC Health has announced a new partnership with South Shore Health, marking a significant step forward in advancing both patient and employee experiences across the healthcare system. The collaboration highlights South Shore Health’s ongoing commitment to delivering safe, compassionate, and innovative care while empowering staff with the tools and insights they need to thrive in their roles.
South Shore Health’s Pursuit of Experience Excellence
As the leading healthcare provider in Southeastern Massachusetts, South Shore Health has long been recognized for its dedication to improving health outcomes and delivering patient-centered care. Its decision to collaborate with NRC Health reflects a strategic focus on advancing experience excellence—both for patients who rely on its services and for employees who form the backbone of its operations.
The organization sought a partner that could provide more than just traditional survey data or technology. South Shore Health was looking for a comprehensive, human-centered solution that integrated patient experience (PX) and employee experience (EX) into a unified approach. NRC Health’s suite of solutions, known for providing actionable insights and a collaborative support model, emerged as the clear choice.
By selecting NRC Health, South Shore Health is positioning itself to benefit from tools designed to capture the voices of patients and employees in real time, analyze feedback meaningfully, and guide leadership in making data-driven decisions that improve safety, quality, and overall satisfaction.
Insights from Leadership
Carol Keohane, Senior Vice President and Chief Quality and Safety Officer at South Shore Health, underscored the importance of the partnership in a statement.
“At South Shore Health, quality and safety are integral to every patient and employee experience,” she said. “Our partnership with NRC Health provides us with valuable insights into the needs of our patients and staff, empowering us to continually enhance the standard of safe, compassionate, and high-quality care we provide.”
Her comments reflect the healthcare system’s deep commitment to ensuring that care delivery is not only clinically effective but also empathetic, respectful, and tailored to each patient’s needs. For employees, the initiative is expected to bring a stronger focus on engagement, support, and workplace culture—key drivers in sustaining a motivated healthcare workforce.
Recognition of Excellence
The partnership comes at a time when South Shore Health has already achieved significant recognition on a national stage. Its flagship facility, South Shore Hospital, was recently ranked among the Top 10 Best Hospitals in the Boston Metro area in the 2025–2026 U.S. News & World Report Best Hospitals rankings.
In addition to this honor, South Shore Hospital earned multiple “High Performing” ratings across a wide range of specialties and conditions. These included recognition in Urology, as well as in 10 procedures and conditions, such as heart failure, stroke, and orthopedic care. These accolades underscore the hospital’s success in achieving strong clinical outcomes, adopting advanced technologies, and consistently prioritizing patient safety and experience.
For NRC Health, the recognition affirms that South Shore Health is an ideal partner—one already deeply committed to the principles of human-centered healthcare. By working together, both organizations aim to amplify these achievements and set new benchmarks for what experience excellence looks like.
NRC Health’s Role in Transforming Experience
NRC Health is widely regarded as a pioneer in the healthcare experience space. Its mission to deliver “Human Understanding” aligns directly with the needs of modern health systems striving to go beyond transactional care. Instead of focusing solely on clinical outcomes, NRC Health emphasizes the importance of connecting with patients and employees as people—with unique perspectives, emotions, and needs.
The company’s integrated solutions combine advanced technology with a trusted support model, enabling healthcare organizations to:
- Capture real-time feedback from patients and employees across multiple touchpoints.
- Deliver actionable insights that help leadership identify strengths, gaps, and opportunities for improvement.
- Foster a culture of compassion and accountability, ensuring that care delivery reflects human values.
- Provide a holistic view of the entire healthcare journey, rather than isolated snapshots.
These capabilities are particularly relevant for South Shore Health, which operates in a competitive regional market where experience and quality are increasingly seen as differentiators. By leveraging NRC Health’s tools, the organization will be able to strengthen trust with its patients, improve staff engagement, and continuously adapt to evolving expectations.
A Shared Vision for Human Understanding
Trent Green, CEO of NRC Health, expressed enthusiasm about the new collaboration.
“We’re excited to welcome South Shore Health as a partner,” Green said. “This collaboration underscores the growing impact of our solutions in helping health systems innovate and enhance the patient and employee experience.”
His remarks emphasize the role of innovation in advancing healthcare. In today’s environment, patients expect more than clinical competence—they seek empathy, convenience, and transparency. Employees, meanwhile, are looking for workplaces that value their contributions, provide support, and foster well-being. Meeting these dual expectations requires an integrated approach, something that NRC Health and South Shore Health are now working to deliver together.
Why Partnerships Like This Matter
Healthcare systems across the United States are facing mounting pressures, from rising patient volumes to workforce shortages and evolving reimbursement models. In this context, experience has become more than a matter of reputation; it is a critical driver of organizational success.
- For patients, positive experiences build trust, encourage adherence to treatment, and improve long-term health outcomes.
- For employees, supportive and engaging work environments reduce burnout, improve retention, and enhance performance.
- For health systems overall, strong patient and employee experiences drive loyalty, strengthen community relationships, and support financial sustainability.
South Shore Health’s decision to partner with NRC Health reflects a proactive strategy to address these realities. By embedding human understanding into its operations, the organization is setting itself apart as a leader not only in clinical excellence but also in experience excellence.
