A recent study by Pinnacle Quality Insights tells a convincing story regarding the impact of the AHCA/NCAL Quality Award program.

• Data show AHCA/NCAL Quality Awards improve customer satisfaction, employee retention among recipient centers.
• This study is the first to look specifically at Silver Quality Award recipients and the impact of their achievements on customer satisfaction and employee retention.

Why it matters: The data show that teams come together and feel the strongest in the year prior to achieving a Quality Award

• It shows that the pursuit of the award is, in many ways, a more impactful process than achieving the award itself.
• Decisions that leadership teams and staff make today will pay off in the future.

As noted by Pinnacle in its online release of the study’s results, the study compared performance of Silver Quality Award recipient versus centers those that did not win an award from 2018-2022 (with a focus on the year before, the year of, and the year after receiving an award).

Key Result #1: Centers that achieved the Silver Quality Award saw on average a 7.9 percent higher score in employee satisfaction over non-recipients the year before receiving the award.

• Per the report, “centers that won silver National Quality Awards for employee satisfaction enjoyed the greatest margin of superiority over non-winners the year prior to receiving the award. Awardees scored higher in each of the three most influential survey categories, with a 7.9 percent average higher score.”

Key Result #2: Customer Satisfaction increases notably over non-recipient organizations in the year the center achieves the award, with a notable spike in Q4 when awards are announced.

• Centers that received the Silver Quality Awards had an advantage over non-winners in every survey response category for customer satisfaction in the year prior to receiving an award, but the difference became more pronounced in the year that the center achieved the award. Throughout the year the center received the award, customer satisfaction scores were up across all measures, with a noticeable increase in Q4 when AHCA/NCAL officially celebrates award recipients.

To learn more about Pinnacle Quality Insights, visit their website. To read the study summary, click here. To learn more about the Quality Award program, visit the AHCA/NCAL Quality Award website.

There’s still time to participate in the 2023 Quality Awards program!

• The application deadline is January 26, 2023.