How Healthcare Organizations Can Elevate Rounding From a Routine Task to a Strategic Driver of Patient Loyalty, Experience, & Care Outcomes

In this episode of the Becker's Healthcare Podcast, host Brian Zimmerman explores how healthcare organizations can transform routine rounding from a mechanical task into a strategic driver of patient loyalty, experience, and care outcomes. Joining him are Katie Haefeli, Director of Product at NRC Health, and Ashley Nelson, Strategic Advisor of Nursing at NRC Health. Drawing from NRC Health’s latest insight report, they highlight that patients who are rounded on show a 20-point higher likelihood to recommend their care—up to a 43-point gap in some cases—driven not just by the act of rounding, but by the quality of human connection during the interaction. The conversation emphasizes that effective rounding improves both operational efficiency and emotional trust by addressing immediate concerns like cleanliness and noise while also creating space for meaningful dialogue that makes patients feel seen and heard. Ashley Nelson shares her frontline nursing perspective, underscoring how leaders’ intentional presence at the bedside builds trust, surfaces real-time issues, and enables follow-through that turns negative experiences into positive ones. Katie Haefeli stresses that high-impact rounding is rooted in intentionality, active listening, and consistent follow-through—key differentiators from 'check-the-box' rounding that can backfire if concerns go unaddressed. Both guests advocate for evolving rounding practices over time, using data and feedback to refine the process and sustain improvements. Key takeaways include: (1) Rounding is a powerful lever for patient loyalty, with a 20-point increase in top-box NPS when done well; (2) The quality of the human interaction—listening, empathy, and presence—matters more than the mere completion of tasks; (3) Consistent follow-through closes the loop and builds patient trust; (4) Leaders should use rounding as both a real-time feedback tool and a long-term strategy for care improvement; and (5) Rounding should evolve—organizations should stay curious and adapt their approach to meet changing needs. The episode concludes with a strong call to action: leaders must commit to showing up with purpose, listening deeply, and acting on feedback to create a culture where care feels human, responsive, and truly patient-centered.