PRC’s PX Success Series “Why is PX Important?” sessions provide education on the power of excellence, including the impact on loyalty, and the outcomes of creating an excellent experience. Also included in this series is an overview of the importance and impact of HCAHPS and Value Based Purchasing.
In this video, The Power Of Excellence, PRC equips you with the following learning objectives:
- The loyalty measurement scale options
- Why the loyalty scale is designed to include three positive response options
- The impact of a patient’s overall quality of care rating of excellence on the likelihood to recommend compared to patients that don’t provide a top response.
Sources and Further Resources:
Classic HBR Article mentioned in this video: “Why Satisfied Customers Defect“