Del Rio hospital boosts patient satisfaction and staff engagement

Val Verde Regional Medical Center in Del Rio announced measurable gains in patient satisfaction and staff engagement on January 8, 2026, following a series of targeted quality and transition initiatives. The 47-bed, CIHQ-accredited nonprofit hospital said those steps have improved how patients are contacted after emergency visits, how complaints are tracked and resolved, and how staff connect to the hospital’s mission.

Central to the changes is the hospital’s use of SMART ER, a software platform that collects emergency department visit data and triggers a 24-hour post-visit call, text or email asking about recovery, medications and whether patients want a follow-up phone call. That outreach, paired with monthly reporting for leadership, helped the hospital increase its post-visit capture rate from 8 percent to 13.2 percent and allowed leaders to spot delays in the ED and patient flow problems more quickly.

VVRMC also adopted RL Solutions to record and manage patient complaints. Where issues could previously take up to seven days to resolve, staff report that turnaround time has decreased drastically. Once a complaint is logged, a patient advocate follows up and works with ED and inpatient providers to resolve the concern, shortening the feedback loop between patients and clinicians.

To address the softer, everyday elements of care, the hospital launched the Legacy Experience and a staff engagement program called 52 Weeks to Awesome. Each week focuses on a patient experience tied to the hospital’s core values, equipping leaders and frontline staff with tools and scripts to improve customer service and throughput. After six months, an internal staff assessment showed a 13 percent increase in engagement and a clearer sense among employees of how their roles influence patient experience. Many staff, board members and community members have shared that the "hospital feels different," signaling growing pride in leadership and front-line teams.

These changes trace back to VVRMC’s participation in the Small Rural Hospital Transition Project in 2019, which aimed to identify quality improvements, prepare the hospital for new payment and delivery models, and promote value in a population health framework. For Del Rio and surrounding communities, the practical effects include more consistent post-discharge contact, faster complaint resolution, and a staff better aligned to improve daily care.

The takeaway? Strengthening rural hospitals is not just about technology or accreditation; it’s about making sure local people get timely follow-up, their concerns are heard, and staff feel empowered to deliver dependable care. If you visit the ED, expect a 24-hour check-in and know a patient advocate is there if you need help — and consider sharing feedback so the hospital can keep improving.