Improving Patient Loyalty

The degree of loyalty to a health care provider is directly impacted by a patient's level of satisfaction. Extensive research has proven that high patient satisfaction results in increased volume. In fact, organizations with moderate to low levels of patient satisfaction lose millions of dollars a year due to fewer patient visits.

The patient loyalty calculator will help you discover what the financial implications of improving patient loyalty can be for your own organization:

Patient Loyalty ROI Calculator (MS Excel)

References and Recommended Readings

Return on Investment: Patient Loyalty Pays
This white paper discusses how loyalty has been an area of focus both within and outside of the health care industry for some time. The links between customer satisfaction, loyalty and profitability have been well established (Reichheld 1996). High levels of satisfaction with a service relationship will override service failures, suppress shopping for another service provider and maintain high compliance (Forrester & Maute 2001). Further, employee satisfaction and customer satisfaction are inexorably linked (Atkins, Marshall & Javalgi 1996), so organizations that invest in their employees reap rewards in more satisfied, loyal customers and healthy financial performance. (December 2007)