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NRC Health Announces Second-Annual Consumer Loyalty Awards Winners

Nearly 500 hospitals qualified for the Consumer Loyalty Awards by receiving 150 or more Top of Mind mentions during the national survey. The hospitals and health systems that made the final list scored in the 75th percentile across the seven components of NRC Health’s Loyalty Index, while the top 10 “best-in-class” winners include hospitals and health systems from both small and large markets across the U.S. Hospital of The University of Pennsylvania in Philadelphia was the only organization to...

85% of Kansas nursing home residents satisfied with quality of life

KDADS reported the numbers after taking measures of the quality of care for its residents to examine how to best drive organizational improvements, increase engagement, and garner long-term loyalty. Overall, 87% of Kansas state nursing home residents rate their living situational as satisfactory. Results of the latest KDADS study that found that a majority (86%) of senior care residents and their family members would actually recommend their care experience to others, further underscoring the disparity between perception and reality of senior...

NRC Health and Kansas Department for Aging and Disability Services Announce Sixth Annual Resident Satisfaction Survey and Star Ratings Results

For the last six years, KDADS has worked closely with NRC Health to gather information about day-to-day satisfaction levels directly from residents at nursing homes across the state. In addition to the results from the Resident Satisfaction Survey, NRC Health also calculated satisfaction star ratings for each nursing home community based on questions from the Resident Feedback Survey to supply consumers with necessary information when considering a nursing home. Through this ongoing partnership, NRC Health is readying KDADS with...

2019 Customer Experience Collaborative recap: What can healthcare learn from Zappos.com?

In April, 36 healthcare leaders gathered in Las Vegas to see what an online shoe retailer had to teach them. At any other point in history, that sentence would be absurd. Today, it’s quite the opposite.  Zappos.com, after all, has become one of today’s standard-bearers for excellence in customer service. For NRC Health’s inaugural Customer Experience Collaborative, health-system VPs, CMOs, CEOs, and presidents from across the country—and across the continuum of care—convened at the Zappos.com Las Vegas campus to...