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White Paper Provides Insights into the Patient–Physician Relationship
and Pinpoints the Top Drivers of Patient and Physician Loyalty

BOSTON–(BUSINESS WIRE)–Press Ganey today released its white paper, A
Unified Approach to Driving Patient and Physician Loyalty
The report establishes the interdependencies of patient and physician
loyalty and offers a practical approach for medical practices,
hospitals, and health systems to target areas where improvement is
likely to make a meaningful impact in multiple areas of organizational

“In today’s consumer-driven, value-based health care market, patient and
physician loyalty are two of the most important concerns facing health
care leaders,” said Patrick T. Ryan, Executive Chairman, Press Ganey.
“Both are inextricably linked to each other and to the operating and
financial success of the organization. Understanding and investing in a
culture that promotes loyalty creates a virtuous cycle that positively
impacts the safety, quality, and experience of care, while ultimately
driving key business objectives to retain and increase market share.”

Analyses outlined in the report revealed the following insights:

  • Patients’ perception of caregiver teamwork is the strongest predictor
    of patient loyalty in the inpatient and medical practice settings.
  • The strongest patient loyalty driver in the emergency department is
    patients’ perception that the staff cared about them.
  • Feeling respected by their physicians, being treated courteously by
    both physicians and nurses, and perceiving caregiver responsiveness to
    their concerns are also strong predictors of patient loyalty.

“Physicians want to practice medicine in a setting where they perceive
collaboration across the care team, a strong partnership with the
organization, and support for delivering safe, high-quality,
patient-centered care,” said Thomas H. Lee, Chief Medical Officer, Press
Ganey. “Patient experience and physician engagement are both
complementary and connected. Recognizing and optimizing the direct
relationship between these and other care delivery attributes is
critical to accelerating the transformational change that health systems
need to thrive in the new competitive marketplace.”

A copy of the white paper A Unified Approach to Driving Patient
and Physician Loyalty
is available
for download

About Press Ganey

 pioneered the health care performance improvement movement
more than 30 years ago. Today Press Ganey offers an integrated suite of
solutions that enable enterprise transformation across the patient
journey. Delivered through a cutting-edge digital platform built on a
foundation of data security, Press Ganey solutions address safety,
clinical excellence, patient experience, and workforce engagement. The
company works with more than 33,000 health care facilities in its
mission to reduce patient suffering and enhance caregiver resilience to
improve the overall safety, quality, and experience of care.


Press Ganey Media Contact:
Jon Siegal,