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Updated: Feb 12, 2026

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Published on: August 11, 2008
Carolina Care at University of North Carolina Health Care: Implementing a Theory-Driven Care Delivery Model Across a
Mary Tonges1, Joel D Ray, Suzanne Herman
1Author Affiliations: Retired Senior Vice President and Chief Nursing Officer (Dr Tonges) and Associate Vice President, Operations (Ms McCann), University of North Carolina (UNC) Medical Center, Chapel Hill; Vice President, Patient Care Services, and Chief Nursing Officer (Mr Ray), UNC REX Healthcare; Raleigh; and System Executive Director, Customer Experience (Ms Herman), UNC Health Care, Chapel Hill, North Carolina.
Abstract:
Patient satisfaction is a key component of healthcare organizations' performance. Providing a consistent, positive patient experience across a system can be challenging. This article describes an organization's approach to achieving this goal by implementing a successful model developed at the flagship academic healthcare center across an 8-hospital system. The Carolina Care at University of North Carolina Health Care initiative has resulted in substantive qualitative and quantitative benefits including higher patient experience scores for both overall rating and nurse communication.
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