If a healthcare provider is interested in increasing patient loyalty and market share, it should focus its efforts on improving care coordination.
This is one of the conclusions reached by Press Ganey in a Research Note on earning and retaining patient loyalty. Care coordination is a main factor driving patient loyalty and Likelihood to Recommend that is within control of clinicians at all levels of healthcare — in the hospital, emergency departments and ambulatory offices.
The authors of the report state the following:
“Care coordination is the key differentiator across care settings. … Because so many personnel are involved in the care of patients of any complexity today, clinicians have to make coordination of care as high as any other priority. … These data indicate that having ‘star’ physicians is no guarantee of patient loyalty if those physicians are not working well as members of teams.”