Baptist Jacksonville’s commitment to personalized, patient-centered care recognized with national loyalty award

Baptist Medical Center Jacksonville received national recognition by NRC Health as one of the top health care organizations for garnering extraordinary loyalty from their patients.

The hospital was named to the 2019 NRC Health Top 100 Consumer Loyalty List based on results from NRC Health’s Market Insights Survey, the largest database of health care consumer responses in the country.

“The Consumer Loyalty Award validates Baptist Jacksonville’s dedication to providing a patient-centered approach to personalize health care experiences Northeast Florida residents can trust,” said Michael A. Mayo, FACHE, hospital president of Baptist Medical Center Jacksonville. “It’s an honor to be the only Jacksonville hospital recognized on the list and it reinforces our physicians, nurses and team members continue to provide compassionate, quality care that cultivates long-lasting relationships and deep loyalty throughout the community.”

NRC Health surveys over 310,000 households in the country, measuring their engagement with health care brands in their communities. Organizations, like Baptist Jacksonville, that win the Consumer Loyalty Award must score exceedingly well on seven aspects of consumer loyalty including:

1. 1. Brand: Once consumers know about Baptist Jacksonville, what do they think of the image and reputation?
2. 2. Engagement: In what ways are consumers interacting with Baptist Jacksonville?
3. 3. Need: Does Baptist Jacksonville offer services that meet the needs of consumer?
4. 4. Access: Can consumers easily access services?
5. 5. Motivation: Are consumers motivated to utilize Baptist Jacksonville’s resources over competitors’?
6. 6. Experience: How do patients rate the experiences they have had with Baptist Jacksonville?
7. 7. Net Promoter Score: How likely would patients be to recommend you to a friend or family member?  

The Consumer Loyalty Awards are the first and only loyalty-based hospital rankings in the United States. For nearly four decades, NRC Health has helped health care organizations illuminate and improve the moments that matter most to patients, residents, physicians, nurses and other team members by providing a 360° view of trends in consumer behaviors.

“We understand patients have a choice when it comes to health care in Northeast Florida,” said Brett McClung, FACHE, president and chief executive officer of Baptist Health. “The Consumer Loyalty Award is a testament to Baptist Health’s dedication to defining a health care experience that exceeds the expectations of patients and their families.”

In addition to the 2019 Consumer Loyalty Award, Baptist Jacksonville has been named the region’s Most Preferred Healthcare Provider by NRC Health for nearly 30 years.

“Baptist Jacksonville and the other outstanding facilities included in the Consumer Loyalty Awards list are leading the way toward a new elevated standard for the patient and consumer experience,” said Brian Wynne, vice president and general manager at NRC Health. “This award recognition is a reflection of the trust Baptist Jacksonville has built within its patient communities, and speaks to the exceptional work being done by Baptist Jacksonville to provide compassionate care and inspire consumer loyalty.”

Winning organizations were publicly announced at the 25th Annual NRC Health Symposium held in Nashville, Tennessee, August 14-16, 2019. A complete list of winners can be found here.