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 24115 - Brand Loyalty and Patients' Commitment $15.00   
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David Costello

Press Ganey Innovation Organizations work hard to build and secure their brand. They know their reputation is at stake. With transparency becoming increasingly more prevalent, it is incumbent upon organizations to understand the effect brand has on patients? evaluations of their overall care experience. Brand has traditionally been measured at the system level. Yet, with a movement by clients to collect more detailed patient experience information, it is possible to track brand performance at the patient level. This presentation will illustrate how organizations can track patients? commitment to the brand over time and the value of that insight. Our analytics will demonstrate the degree of discordance between non-task-related evaluations (e.g., overall hospital rating) and task-related evaluations (e.g., nurse activities), and how those data can help organizations develop strategies for mitigating brand migration. Press Ganey Innovation

 






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