Pathway to Excellence Program Shows Protective Effect on Patient Satisfaction during COVID-19 Pandemic

The Pathway to Excellence program, operated by the American Nurses Credentialing Center, recognizes healthcare organizations globally for fostering optimal work environments for nurses. A new study examined the longitudinal association between Pathway status and patient satisfaction during and after the pandemic. Researchers found that Pathway hospitals had a protective effect on patient satisfaction, exhibiting a slower decline in satisfaction scores compared to non-Pathway hospitals, despite the nationwide downturn during the pandemic.

Key Takeaways:

• The study analyzed data from 3242 unique hospitals, with 133 (4.1%) holding Pathway status for at least one year between 2019 and 2023.
• Pre-pandemic patient satisfaction scores did not differ significantly between Pathway and non-Pathway hospitals.
• During the pandemic, patient satisfaction scores declined across all hospitals, but the decline was significantly slower in Pathway hospitals.
• The study found a protective effect of Pathway hospitals on patient satisfaction, with slower declines in overall hospital ratings and likelihood to recommend the hospital.
• Pathway hospitals exhibited a protective effect on patient satisfaction during the COVID-19 pandemic.
• The research emphasizes the critical role of nurse work environments in maintaining patient-centered care during crisis situations.
• The study was conducted by researchers from the University of Pennsylvania, including Daniela Golinelli, Hyunmin Yu, Linda H. Aiken, Matthew D. McHugh, and J. Margo Brooks Carthon.

Statistics:

• 3242 unique hospitals were analyzed in the study.
• 133 (4.1%) of the hospitals held Pathway status for at least one year between 2019 and 2023.
• 3109 (95.9%) of the hospitals did not hold Pathway status.
• Pre-pandemic patient satisfaction scores did not differ significantly between Pathway and non-Pathway hospitals (p-value = 0.23).
• During the pandemic, the decline in overall hospital ratings was 0.17 (95% CI: 0.03, 0.31) for Pathway hospitals and 0.25 (95% CI: 0.16, 0.33) for non-Pathway hospitals.
• During the pandemic, the decline in likelihood to recommend the hospital was 0.20 (95% CI: 0.03, 0.37) for Pathway hospitals and 0.30 (95% CI: 0.21, 0.39) for non-Pathway hospitals.

Sources:

• "The protective effect of Pathway to Excellence designation on patient satisfaction during the COVID-19 pandemic." International Journal For Quality In Health Care, 2025;37(4).
• NewsRx. Data from University of Pennsylvania Provide New Insights into COVID-19 (The protective effect of Pathway to Excellence designation on patient satisfaction during the COVID-19 pandemic). Managed Care Weekly Digest. October 20, 2025; p 18.