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...experience dependent on that interaction between the nurse, patient, and family. The decision to recommend the organization and the patient's loyalty scores are largely determined by the interaction patients and their families have with the nurses. This is heavy burden for an already stressed nursing workforce.
There is abundant information and research on the how-to of the nurse patient relationship and multiple suggested interventions. There is also other information and "best practice" available from organizations outside of health care that can provide us an opportunity to learn something new. We can look at the hospitality industry for ideas. Granted, our primary mission in health care is to prevent illness and to deliver excellence in patient outcomes. When we do that, we often don't get the patient loyalty that we expect. Our patients and their families give us very good service ratings, they don't have anything negative to say on their patient satisfaction surveys, but they report that they will not recommend us to others. We scratch our heads and wonder why, when we have done so much work to provide safe care, hot meals, family waiting rooms, and patient-centered philosophies, that our patient loyalty scores don't jump through the roof? What can we learn from other industries? One place to start is the hospitality industry. The very existence of this industry depends not only on the ability to deliver high-quality care, but also customer loyalty that will create...
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