Michael Allen, RN, Director, Emergency Department
Tara King, Director of Operations, Southeast Group
Susan Osborne, RN, MSN, MBA, CPXP, Director, Patient Experience
Jason Rodwell, PA, Lead APC, Emergency Medicine
Quentin Smith, MD, Facility Medical Director, Emergency Medicine
In 2024, Hamilton Medical Center, a 255-bed regional hospital in Dalton, Georgia, sought to improve their patient experience scores. The Emergency Department (ED) results moved from the 3rd percentile to 80th percentile overall in two years. In the first quarter of 2026, the ED is at the 94th percentile. As a first step, the hospital hired a patient experience director and changed how they measured patient experience scores. They then began training and discussions about best practices to bolster improvement. Amidst these changes, our Emergency Medicine team decided to implement
TeamHealth’s proprietary patient experience program, APEX.
A Patient Experience Transformation in Georgia
TeamHealth has enjoyed a decades-long partnership with Hamilton Medical Center. The cornerstone of this partnership is a collaboration that enables us to improve and grow together. Most importantly, we get to live our mission of delivering exceptional care at life’s pivotal moments for the patients and the community. Download the full case study below to learn how the team came together to achieve impressive results. Please reach out to our team to learn more about partnering with us.
