NRC Health this week announced the winners of its annual Consumer Loyalty Award and Excellence in Patient Experience Award.

The Consumer Loyalty Award

For the Consumer Loyalty Award, NRC Health recognized the top 100 healthcare facilities, including a selection of "Best in Class" winners, that "have exemplified the commitment and initiative necessary to cultivate and maintain long-lasting loyalty among their patient populations and the communities they serve."

To qualify for consideration, an organization had to have at least 150 Top-of-Mind mentions on NRC Health's national Market Insights study between April 1, 2022, and March 31, 2023. The survey is the largest online healthcare consumer perception survey in the United States and measures opinions, behaviors, and profiles of over 300,000 people in more than 300 markets.

The winners of the award were those that consumers rated the highest on a combination of Net Promoter Score, Brand Perception, and NRC Health's proprietary Human Understanding Metric.

This year, the "Best in Class" winners for the Consumer Loyalty Award, in alphabetical order, are:

• Beth Israel Deaconess Medical Center (Boston, MA)
• California Hospital Medical Center (Los Angeles, CA)
• Cleveland Clinic Weston Hospital (Weston, FL)
• The Christ Hospital (Cincinnati, OH)
• Hospital of The University of Pennsylvania (Philadelphia, PA)
• J.W. Ruby Memorial Hospital (Morgantown, WV)
• Mayo Clinic Hospital – Arizona (Phoenix, AZ)
• Mayo Clinic Hospital – Florida (Jacksonville, FL)
• Mayo Clinic Hospital – Rochester (Rochester, MN)
• Missouri Baptist Medical Center (St. Louis, MO)
• UC Davis Health (Sacramento, CA)

"Hospitals and health systems have needed to adjust at warp speed in recent years," said Helen Hrdy, chief growth officer at NRC Health. "We commend these winning organizations for building and sustaining consumer loyalty through individualized care during unprecedented times."

See the full list of the top 100 honorees here.

The Excellence in Patient Experience Award

For the Excellence in Patient Experience Award, NRC Health recognized honorees in eight categories for demonstrating "outstanding commitment to individualized and human-centered care" and going "above and beyond to ensure quality and equitable access to care is provided."

To determine the winners, NRC Health analyzed Net Promoter Scores to see which organizations patients would be most likely to recommend to other people in their community.

This year, the Excellence in Patient Experience Award winners in each category are:

• Small health system: Community Healthcare System (Munster, IN)
• Medium health system: Parkview Health (Fort Wayne, IN)
• Large health system: Mercy (Chesterfield, MO)
• Small hospital: The Women's Hospital (Evansville, IN)
• Medium hospital: Community Hospital of the Monterey Peninsula (Monterey, CA)
• Large hospital: UMC Health System (Lubbock, TX)
• Pediatric: Children’s Wisconsin (Milwaukee, WI); Nemours Children's Health (Jacksonville, FL); Scottish Rite for Children (Dallas, TX)
• Medical group: Brown Medicine (Providence, RI); Children's Healthcare of Atlanta Cardiology (Atlanta, GA); Tryon Medical Partners (Charlotte, NC)

"We celebrate organizations that embody our mission of bringing Human Understanding into healthcare," Hrdy said. "In this ever evolving and often challenging healthcare industry, we take pride in acknowledging the ongoing dedication of the winning healthcare organizations, as they consistently surpass expectations in providing exceptional care and ensuring quality, equitable access for all patients." (Gooch, Becker's Hospital Review, 8/9; NRC Health news release, 8/8; NRC Health Consumer Loyalty Award, 8/8; NRC Health Excellence in Patient Experience Award, 8/8)