Touchpoints: A Business Strategy to Retain New Graduate Nurses

Abstract

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.