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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.
Objective:
The aim of this study was to reduce the turnover of new RNs (NRNs) completing a 1-year nurse residency program.
Background:
Businesses use touchpoints to retain both internal and external customers, yet no evidence was found in retaining NRNs. Touchpoints, distinct points in the company-customer experience, play a vital role in the customer's experience with the company. Employees are one of a company's many customer types.
Methods:
This quality-improvement project implemented touchpoints to improve NRN retention rates.
Results:
Retention rates and job-satisfaction scores were significantly higher among the touchpoint-intervention cohort compared with the nonintervention cohort. Implementation costs were far less than those associated with NRN turnover.
Conclusions:
Touchpoints are a practical management approach for NRN retention.
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