NRC Health Finds Trust and Clarity Key to Patient Loyalty Beyond Access
Event summary
- NRC Health's latest nSight report reveals that confidence and trust are more strongly associated with patient loyalty than timeliness alone.
- Loyalty drops from 98% to 58% when friction accumulates across the care journey, according to NRC Health's research.
- 59% of older consumers reported no access barriers in the past year, compared with just 37% of Gen Z and Millennial consumers.
- NRC Health will host a live national webcast on August 18 to explore the findings further.
The big picture
NRC Health's findings highlight a strategic shift in healthcare where patient loyalty is increasingly driven by trust and clarity rather than just access. This aligns with broader industry trends towards patient-centric care models, emphasizing the importance of understanding and addressing patient needs holistically. The research underscores the need for healthcare organizations to invest in building long-term relationships through consistent, high-quality interactions.
What we're watching
- Loyalty Metrics
- How healthcare organizations will adapt their strategies to prioritize confidence and clarity over timeliness alone.
- Generational Divide
- Whether the gap in access barriers between older consumers and younger generations will narrow or widen.
- Operational Execution
- The pace at which healthcare providers can implement changes to reduce friction across the entire care journey.