Access to care is improving, but patient loyalty depends on more than speed. Discover how trust, clarity, and confidence, across the care journey drive stronger patient loyalty.

Rounding boosts patient loyalty by 20 points. Communication and trust explain much of the gain, but not all. Here’s what drives the rest.

See how NPS and HCAHPS work together. NRC Health analysis shows timely patient feedback predicts HCAHPS performance and accelerates improvement.

Exploration of driving trust in high-represented labor environments. What happens to brand and PX during labor strikes.

Communication and collaboration are key to consistently positive, seamless care transitions.

Explore how gaps between brand promises and patient experiences erode trust—and why reliability is healthcare’s most critical differentiator.

Understanding and addressing what matters to your consumers and patients as unique people is the key to honoring and even exceeding those expectations.

Understanding and addressing what matters to your consumers and patients as unique people is the key to honoring and even exceeding those expectations.

Understanding and addressing what matters to your consumers and patients as unique people is the key to honoring and even exceeding those expectations.

Understanding and addressing what matters to your consumers and patients as unique people is the key to honoring and even exceeding those expectations.

Over the course of 2023, the Human Understanding Institute produced 10 nSights – focused briefs that use NRC Health data and expertise to illuminate issues at the intersection of healthcare delivery and Human Understanding®.

The use of AI in healthcare is in its infancy – ChatGPT was launched a year ago – and while there is certainly reason for optimism around the new technology, we must be transparent about its uses and circumspect about its capabilities.

While the billing and payment process is not under the direct control of patient experience leaders, confusion around the process has a direct, detrimental effect on the overall perception of care.

With these lessons in mind, organizations can cut through the Great Brand Blur by focusing on what matters to the people and communities they serve.

The September nSight takes a closer look, primarily by stratifying data on both mental health and perceptions about therapists by age, sex, and race/ethnicity.

The Human Understanding Institute at NRC Health has been making the case that focusing on the behaviors and outcomes that scores are meant to represent – rather than the scores themselves – is the key to sustainable improvement.

It’s time to take a broader view of HCAHPS through the lens of the elevating experience in everyday practice.

Sharing compliments with members of the care team is a simple way to let them know the good news, a practice that can inspire them to bring their best selves to the workplace.

Taking a broad view of experience, NRC Health has long measured trust and loyalty through unique research that reveals how sentiment shifts over time, at both the market and patient levels.

Using statistical modeling to analyze 600,000 experience surveys across more than 40 healthcare organizations, we were able to determine that provider listening matters most when it comes to building trust.

This first nSight of 2023 recaps key points from each of the nSights published last year.

Access to care is a major concern for both healthcare leaders and people seeking healthcare.

The Human Understanding Metric – Did everyone treat you as a unique person? – proved to be a powerful factor in both the market and the clinical setting.

In preparing the nSight for November 2022, we set out to investigate drivers of brand perception in the market along with drivers of experience perception following clinical encounters.

Waiting is frustrating. It is especially frustrating in healthcare, where patients may be squeezing appointments into busy schedules or dealing with unexpected health concerns.

Waiting is frustrating. It is especially frustrating in healthcare, where parents may be squeezing appointments into busy schedules or dealing with their child’s unexpected health concerns.

This month we’re shedding light on the group of U.S. consumers who are delaying their healthcare and losing interest in re-connecting with healthcare organizations.

This month, we’re taking a comprehensive look at the impact of personalizing care by treating each person as a unique person.