Hospitals and health systems have made great strides improving the patient experience, especially as measured by HCAHPS. In fact, many are starting to hit a performance ceiling. Raw HCAHPS scores are so high that organizations will find it increasingly difficult to improve percentile performance. Nurse leaders are facing a key question: should they strive for HCAHPS perfection, or should they set a different ambition?
Other hospital and health system leaders, especially chief executives and strategy leaders, are turning to the concept of patient loyalty. Check back soon to download the The Nurse Leader’s Primer on Patient Loyalty, for insights on how patient experience and loyalty fit together, why patient loyalty is a worthy ambition, and what role nurse leaders should play in driving patient loyalty.