What if hospital leaders could better identify and address patient concerns while patients are still in their care? This session examines an inpatient messaging pilot at a 225-bed Level III trauma center that used HIPAA-compliant text messaging to create an ongoing feedback channel with patients and caregivers. The pilot surfaced concerns ranging from discharge logistics and waiting for help to supplies, noise and personal care, giving teams an opportunity to respond in real-time. Attendees will explore practical lessons from the hospitality industry for turning instantaneous patient feedback into service recovery, operational insight and recognition.