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Touchpoints: A Business Strategy to Retain New Graduate Nurses.

Lucy Koneri1, Alexia Green, Richard E Gilder

  • 1Author Affiliations: Manager of Nursing Professional Development (Dr Koneri), University Medical Center, El Paso, Texas; and Professor and Dean Emerita (Dr Green) and Bioinformatics Scientist and Adjunct Faculty (Mr Gilder), School of Nursing, Texas Tech University Health Sciences Center, Lubbock.

The Journal of Nursing Administration
|August 18, 2021
PubMed
Summary
This summary is machine-generated.

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Implementing customer touchpoint strategies significantly improved retention and job satisfaction for new registered nurses (RNs), proving more cost-effective than managing turnover.

Area of Science:

  • Nursing
  • Organizational Psychology
  • Healthcare Management

Background:

  • Businesses utilize customer touchpoints for retention, a strategy not yet applied to retaining new registered nurses (NRNs).
  • Touchpoints are critical interaction points influencing customer experience and loyalty.
  • Employees, including NRNs, can be viewed as internal customers within an organization.

Purpose of the Study:

  • To reduce turnover among new registered nurses (NRNs) participating in a 1-year nurse residency program.
  • To investigate the efficacy of implementing touchpoint strategies for NRN retention.

Main Methods:

  • A quality-improvement project was conducted to implement touchpoints within the nurse residency program.
  • The study compared retention rates and job satisfaction between a cohort that received the touchpoint intervention and a control cohort.

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Main Results:

  • The touchpoint-intervention cohort demonstrated significantly higher retention rates compared to the nonintervention cohort.
  • Job satisfaction scores were also significantly elevated in the intervention group.
  • The costs associated with implementing touchpoints were substantially lower than the expenses incurred due to NRN turnover.

Conclusions:

  • Touchpoints offer a practical and effective management approach for enhancing new registered nurse retention.
  • Implementing touchpoint strategies can lead to improved organizational outcomes and reduced costs.