Carilion Roanoke Memorial Hospital · Service Design · 2015–2016

The Challenge
Carilion Roanoke Memorial Hospital's OB unit delivered measurably excellent clinical care — but patient satisfaction scores told a different story. The physical environment and interpersonal experience were systematically undermining what clinicians were getting right. Leadership needed to understand the gap and design a system-level response.

Research Approach
Led end-to-end service design research across Labor & Delivery and Mother/Baby units using mixed methods: 100+ patient interviews, field studies, home visits, and patient shadowing; stakeholder and clinical staff interviews; physician and nursing surveys; CTL shadowing across all shifts; observation across ED, check-in, and inpatient units; PRC Voice analysis; competitive and trend analysis; and a 782-person patient survey. Research centered the experience of Medicaid patients, single mothers, and non-English speakers — not just the most supported patients.