This second of two slide presentations from the April 12 webinar shares Mike Wenzel's story of how United Hospital—part of the Allina Hospitals and Clinics system—has successfully applied PD to the challenge of pain management. Following United’s ongoing effort to target the culture of pain management, the hospital has seen greater increases in its HCAHPS pain management composite score compared to other Allina metro hospitals. In September 2010, the top-box HCAHPS score for pain management at the hospital was 64 percent. By August 2011, this score had increased to 73 percent. Mr. Wenzel is a performance improvement manager within the Patient Experience Department at Allina Hospitals and Clinics and project manager for the positive deviance initiative at United Hospital.