MUSC Medical Center named in hospital rankings for exceptional consumer loyalty

Leaders at MUSC Health are honored to see MUSC Medical Center appear on the NRC Health Top 100 Consumer Loyalty list for 2020. The rankings recognize health care organizations that have earned exceptional loyalty ratings from the public.

“The concept of loyalty is a direct reflection of trust,” said Patrick J. Cawley, M.D., CEO of MUSC Health and vice president for Health Affairs, University. “Our teams are especially proud to have earned the NRC Health Consumer Loyalty Award for the second time because it signifies we are constantly living up to one of our core institutional goals – commit to patients and families first.”

NRC Health, formerly the National Research Corporation, conducted its Market Insights survey, the largest database of health care consumer responses in the United States, from April 2019 to March 2020. It contacted more than 300,000 households across the country to measure people’s engagement with health care organizations. The winners earned high scores on its loyalty index, a composite of seven aspects of consumer loyalty that includes access, engagement and experience.

Helen Hrdy, NRC Health’s chief growth officer, said MUSC Medical Center and the other Consumer Award winners are on the forefront of delivering customer-centric care. She called that more important than ever during the pandemic-driven “new normal.”

“We are proud to recognize these industry-leading organizations and the commitments they hold to their patients and consumers, and to improving the complete care journey, now and moving forward,” Hrdy said.

But David Zaas, M.D., chief executive officer for MUSC Health’s Charleston division and chief clinical officer for MUSC Health, said this is no time to sit back and celebrate. Not only are we dealing with a pandemic, but MUSC Health is also going through a period of great expansion to reach people across the state who need health care.

“Loyalty and relationships are so critical,” Zaas said. “The growth of primary care and ambulatory clinics and hospitals and statewide networks really creates the potential for MUSC to achieve an even greater impact on the communities we serve than ever before.”