Teamwork is main driver of patient loyalty, Press Ganey finds

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The main driver of patient loyalty in hospitals and medical practices is teamwork between clinicians, according to a new report from Press Ganey.

Press Ganey researchers reviewed 2018 survey results from more than 1.3 million inpatients, 2.2 million medical practice patients and 285,162 emergency department patients to analyze the top drivers of patient and physician loyalty. They also reviewed survey results from 73,221 clinicians.

Four report findings:

1. In the medical setting, the three top drivers of patient loyalty were teamwork, respect and courtesy.

2. Teamwork was also the top driver in the hospital setting, followed by nurse courtesy and caregivers' responsiveness to patient concerns or complaints.

3. In the emergency department, the top loyalty driver was patients' perception that staff members cared about them.

4. For physicians, main loyalty drivers included collaboration across the care team, a strong partnership with the healthcare organization and support for delivering safe, high-quality care.

To download the full report, click here.

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