Recently, Missouri Baptist Medical Center was listed in the sixth annual NRC Health Consumer Loyalty Best in Class list. The Consumer Loyalty Awards recognize healthcare organizations rated by consumers as the highest on an equally weighted combination of net promoter score (NPS), brand perception (overall image and reputation), and NRC Health’s proprietary Human Understanding Metric. The 100 top-scoring organizations are included in the ranking, but only the top 10 of those receive Best in Class designation.
“At MoBap we are all responsible for patient care,” says Lauren McGinnis, patient experience manager at Missouri Baptist Medical Center. “Patient care involves everyone, not just doctors and nurses. Each team member can provide a positive patient experience. Care can happen over the phone, in a hallway or in a traditional patient room. Caring for our patients the way they deserve is what makes MoBap so special to our patients and their families.”
MoBap was selected based on results from the NRC Health Market Insights survey, the largest database of healthcare consumer responses in the country. To qualify for consideration, organizations must receive at least 150 “Top-of-Mind" mentions on NRC Health’s national Market Insights study between April 1, 2022 and March 31, 2023. Market Insights measures the opinions, behaviors, and profiles of 310,000 people annually. The standard error for a sample of over 300,000 households is +/– 0.2 percent at the 95 percent confidence level. The survey sample plan is designed to be nationally representative of the 48 contiguous United States; responses are gathered via an online questionnaire distributed via email.
"Our 2023 Consumer Loyalty Best in Class Award winners are truly in a class by themselves," said Helen Hrdy, Chief Growth Officer at NRC Health. "Missouri Baptist Medical Center has worked to bring human understanding and build patient care experiences that inspire loyalty. Their work is an inspiration to us and hospitals and health systems across the country."
For the full list of 2023 Consumer Loyalty Award winners, visit the NRC Health website here. *NRC Health’s Market Insights survey is weighted to account for age, income, population, presence of children in the household, marital status, and ethnicity to ensure an accurate demographic distribution.