Leading Atlanta Health System | Standardizing at Scale
Following a system-wide rebrand, a leading acute care hospital needed its in-room patient communication to reflect a refreshed identity while closing communication gaps between patients, families, and care teams. Partnering with VisiCare™, the hospital implemented custom-branded Glass Communication Boards and standardized nurse huddle protocols across the facility.
The Result: a cohesive, brand-aligned patient experience and a steady HCAHPS improvement trend, with scores climbing from the low-70% range in 2023 to the mid-70% range by 2026.
The hospital is a leading acute care facility in Atlanta, recognized for its excellence in cardiology, cardiac surgery, and patient-centered care. As part of a large regional health system — Georgia’s largest academically based, clinically integrated network, with 11 hospitals and more than 3,800 physicians — the facility operates within an organization that has long prioritized quality, safety, and innovation.
That commitment extends to VisiCare™, which has partnered with the health system since 2013, growing from a single-site deployment of VisiCare™ White Boards into a system-wide standard of more than 8,000 custom communication boards across multiple facilities.
Starting a new year, the health system unveiled a refreshed brand identity — introducing a new tagline, “The frontline of care, the forefront of discovery,” and a signature color, innovative green, alongside its longstanding blue and white. As the system’s chief marketing officer explained: “This brand evolution is about clearly and confidently expressing who we are today — and where we are going. It reflects the extraordinary care our teams provide every day, our leadership as an academic health system and our responsibility to continue advancing medicine and improving lives for the communities we serve.”
As the health system introduced an updated brand identity with a new tagline and expanded color palette to reflect its strengths, academic leadership, and future direction, the facility needed to evolve as well. For hospital leadership, that meant going beyond logos and signage. Patient communication boards—seen by every patient and family member during a stay—were inconsistent and outdated, creating a disconnect in how care information was delivered. Leadership also saw an opportunity to improve communication-related HCAHPS domains, which had only gradually recovered after the pandemic.
The hospital partnered with Christine McAtee, President and CEO of VisiCare™, toimplement custom VisiCare™ Glass Communication Boards tailored to the hospital’s updated brand identity. The engagement included:
Brand alignment: Custom branded graphics developed by VisiCare’s in-house art team reflected the health system’s refreshed identity, including its new innovative green palette.
Board standardization: Standardized layouts used the Hybrid Profile style, most recently including the 36″ x 36″ Huddle Board at a key facility.
Workflow consistency: Nurse staff huddle system standardization aligned how care teams shared patient goals, schedules, and bedside updates across the facility.
The boards kept essential information—care team details, daily schedules, patient goals, and discharge updates—visible and current, reducing uncertainty for patients and families while supporting key HCAHPS communication domains such as nurse communication, staff responsiveness, and discharge information.
Increase Patient Satisfaction and Boost Staff Experience
The initiative delivered measurable, sustained improvement:
- HCAHPS improvement: Scores rose from the low-70% range in 2023 to the mid-70% range by 2026, with the biggest gains in nurse and physician communication and discharge information.
- System performance: The broader health system maintained a steady upward trajectory, reaching a composite index score of 102 in 2026, up from 100 in 2019.
- Patient experience: The boards created a more cohesive patient experience that reflected the new brand and supported more consistent communication between patients and care teams.
Improve Patient Survey Scores
As the system’s chief marketing officer noted, the brand evolution was designed to reflect “the extraordinary care our teams provide every day” — and the standardized, brand-aligned communication boards gave that commitment a tangible presence at every bedside.
VisiCare™ Glass Boards Hybrid Profile board style enhances HCAHPS performance by improving real-time communication and increasing patient awareness of care plans directly at the bedside..
By pairing a system-wide brand evolution with standardized, purpose-built communication tools, the hospital demonstrated that a refreshed identity can extend meaningfully into the patient experience — not just in appearance, but in outcomes. The stable, upward HCAHPS trend from 2023 to 2026 reflects the tangible impact of clearer, more consistent bedside communication.
This project builds on more than a decade of collaboration between VisiCare™ and the health system, and it sets a benchmark for how academic health systems can align operational excellence with brand transformation. As the health system continues to expand its footprint across Georgia, VisiCare™ remains committed to supporting that growth with scalable, compliant, and brand-aligned communication solutions.
Ready to transform patient communication and boost satisfaction? Get started with VisiCare™ Glass Boards today and see the difference in HCAHPS performance. Contact us now to customize your solution!