A primary indicator of patient engagement at Hill Country Memorial (HCM), a US community hospital and winner of the 2014 Baldrige National Quality Award, was the willingness of patients to recommend HCM. HCM consistently outperformed the Press Ganey (PG) National 90th percentile and the PG Baldrige recipient peer group. For Inpatient Willingness to Recommend, HCM achieved 92% in 2012 compared to its competitor’s Top Box score of 75% and the top 10% Top Box score of 84%. In 2013 HCM achieved 9...

BPIR Categories

15.2.2 Customer retention/referral/relationship building

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