NRC Health selects clients based on their achievement within categories that patients have defined as being most important to the quality of their care. The award is presented annually.

Excellence in Patient Experience—Large Health System
One health system with 25 or more hospitals measuring across the continuum of care was selected based on its Real-time NPS score for the “Would Recommend Facility” question during the time period of April 1, 2023–March 31, 2024, out of 7 eligible health systems.

Excellence in Patient Experience—Medium Health System
One health system with five to 24 hospitals measuring across the continuum of care was selected based on its Real-time NPS score for the “Would Recommend Facility” question during the time period of April 1, 2023–March 31, 2024, out of 36 eligible health systems.

Excellence in Patient Experience—Small Health System
One health system with two to four hospitals measuring across the continuum of care was selected based on its Real-time NPS score for the “Would Recommend Facility” question during the time period of April 1, 2023–March 31, 2024, out of 50 eligible health systems.

Excellence in Patient Experience—Pediatric
Three children’s hospitals measuring across the continuum of care were selected based on their Real-time NPS score for the “Would Recommend Facility” question during the time period of April 1, 2023–March 31, 2024, out of 23 eligible facilities.

Excellence in Patient Experience—Large Hospital
One facility with 350 or more beds measuring across the continuum of care was selected based on its Real-time NPS score for the “Would Recommend Facility” question during the time period of April 1, 2023–March 31, 2024, out of 88 eligible facilities. This selection criteria excluded specialty and children’s hospitals.

Excellence in Patient Experience— Medium Hospital
One facility with 150 to 349 beds measuring across the continuum of care was selected based on its Real-time NPS score for the “Would Recommend Facility” question during the time period of April 1, 2023–March 31, 2024, out of 175 eligible facilities. This selection criteria excluded specialty and children’s hospitals.

Excellence in Patient Experience—Small Hospital
One facility with fewer than 150 beds measuring across the continuum of care was selected based on its Real-time NPS score for the “Would Recommend Facility” question during the time period of April 1, 2023–March 31, 2024, out of 212 eligible facilities. This selection criteria excluded specialty and children’s hospitals.

Excellence in Patient Experience—Medical Group
Three medical groups were selected based on their Real-time NPS score for the “Would Recommend Facility” question during the time period of April 1, 2023–March 31, 2024, out of 44 medical groups.

Excellence in Patient Experience—Critical Access Hospital
One facility designated as Critical Access measuring across the continuum of care was selected based on its combined Real-time NPS and HCAHPS score for the “Would Recommend Facility” question during the time period of April 1, 2023–March 31, 2024, out of 175 eligible facilities.

Excellence in Patient Experience—Specialty Hospital
One facility designated as a specialty hospital measuring across the continuum of care was selected based on its Real-time NPS score for the “Would Recommend Facility” question during the time period of April 1, 2023–March 31, 2024, out of 147 eligible facilities.

The Consumer Loyalty Awards recognize healthcare organizations that consumers rate the highest on an equally weighted combination of Net Promoter Score (NPS), Brand Perception (overall image and reputation), and NRC Health’s proprietary Human Understanding Metric. The 100 top scoring organizations are included in the ranking, with the top 10 of those receiving Best in Class designation. To qualify for consideration, organizations must have received at least 150 Top-of-Mind mentions on NRC Health’s national Market Insights study between April 1, 2023 and March 31, 2024. Market Insights is the largest online healthcare consumer-perception survey in the U.S., measuring the opinions, behaviors, and profiles of 310,000 people annually. The standard error for a sample of over 300,000 households is +/– 0.2 percent at the 95 percent confidence level. The survey sample plan is designed to be nationally representative of the 48 contiguous United States; responses are gathered via an online questionnaire distributed via email.