THE OUTLOOK FOR HEALTH CARE IN 2023:

What you need to know about the forces reshaping our industry.

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Research

The nurse leader's primer on patient loyalty

    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.

    This resource provides 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.

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