Patient Experience Commentary
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Subject Expert
Adam Cherrington
VP of Engagement
Commentary Summary
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User Commentary
Loyalty, Product
Part of the struggle is that Press Ganey says they have this great product and want us to use it....
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Value
With ease of use, the product leaves a lot to be desired. Report generation is clumsy. The portal...
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Loyalty, Relationship
Two different types of survey data come from Press Ganey. The reason for that was that we wanted...
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Loyalty, Relationship
There is always executive involvement, and they are never empowered to solve a problem. At Press...
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Operations
The complexity of the Press Ganey product and their bolting on all of these new things just makes...
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Culture, Value
I don't feel nickel-and-dimed because Press Ganey is way too expensive for nickels and dimes. What I...
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Product
Our survey program through Patient Experience operates as we would expect with very little to no...
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Relationship, Value
The opportunity for improvement is with innovation that is standard for clients and does not require...
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Relationship, Product
Patient Experience is largely unchanged, and that is the problem. There are certain ways I want to...
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Value
Some of the integration or upgrades that I would like are only available to us with a contract...
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Relationship
The support people are really helpful on many things. When I need certain things specific to an...
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Relationship, Product
The use of peer groups in the Press Ganey universe to establish benchmarks and percentile rankings...
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Product
On the patient side, Patient Experience is very straightforward, simple, and understandable. I do...
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Relationship
As organizations grow, they divide and conquer. I always feel like we have to reach out to one...
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Relationship, Product
Press Ganey is the biggest out there for patient experience. If someone is new to this industry and...
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Operations, Product
It is a very challenging situation when we are trying to send the Patient Experience data to our...
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Loyalty, Relationship, Product
There has been a lack of proactive communication from Press Ganey about some of the upgrades and...
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Relationship, Product, Value
Press Ganey needs to change their data model to make me say yes to buying the solution again. The...
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Relationship
I have a problem with the timeliness of how quickly implementations and changes are put in place....
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Loyalty, Relationship, Product
There is a real opportunity to use machine learning and AI to take feedback from responses that we...
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Loyalty
I can't imagine my satisfaction will be any different next year. I don't see any major changes...
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Product
On the Press Ganey side, there is a survey that goes out to our patients, so the patient experience...
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Relationship, Product
Press Ganey tends to be pretty innovative, and the product works. Press Ganey's understanding of...
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Relationship, Operations
We had issues with Press Ganey’s implementations because getting the data back took nine months...
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Product, Value
With Patient Experience, we finally get our data on time.
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Relationship, Value
I would certainly change Press Ganey’s customer service in terms of how they handle requests. The...
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Value
I would not buy Patient Experience again. I would rather do things in-house. We could literally...
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Product
Press Ganey’s reporting is sort of lackluster. The dashboards are very rigid. We receive our survey...
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Relationship
The user interface in Patient Experience is a little difficult to learn if a user is new to it from...
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Relationship, Product
The one thing about Press Ganey that I have not been happy with is the n size; it is too small, so...
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Product
When we look at the percentiles on Patient Experience, I wonder how comparable other groups are or...
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Relationship
When we request something or a meeting or content experts, we usually get them quite quickly on a...
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Product
We use the system to guide and gauge things, but if the department cannot be efficient due to their...
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Relationship
There are two specific questions that we can add to Patient Experience based on our current climate...
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Product
I would probably buy Patient Experience again, and part of the reason is that there are not a lot of...
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Product
I have seen an explosion over the last couple of years with Press Ganey's progress. I think they had...
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Operations
Typically, Press Ganey’s training can be done in a variety of ways, based on the needs of the...
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Relationship, Product, Value
It has been amazing how much Press Ganey has provided just in the last couple of years to really...
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Product
I would like to see some tweaks in the solution to make generating reports easier and to improve...
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Relationship
Press Ganey’s support team is fabulous. Their willingness to come on-site and really give us...
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Product, Value
The real improvements from using Patient Experience happen more on a case-by-case basis than in the...
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Loyalty, Relationship, Operations
The Patient Experience implementations are excellent. I am extremely satisfied. We get a lot of...
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Relationship
The Patient Experience survey is administered in the fashion in which the patients choose to receive...
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Relationship
We can't always pick up the phone and talk to someone at Press Ganey, but nothing is an emergency...
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Loyalty
We use Press Ganey for our patient safety event reporting as well as Patient Experience. We actually...
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Relationship
One of the beauties of Press Ganey is that when we contract with them to do our patient experience,...
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Product
A lot of the system's features and functionalities are new because Press Ganey just bought them from...
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Loyalty
There is a really big vision for Patient Experience that is really intriguing, and I think Press...
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Loyalty, Product
I hope that the ability to segment things will improve in the system. When we do multiple studies...
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Culture, Relationship
Press Ganey follows through on things, and they are really transparent. If they can't do something...
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Product
We have had some big wins with Press Ganey. We found a capability in the system called NarrativeDx...
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Culture, Value
Press Ganey's human experience platform isn't quite as put together as the vendor's sales pitch...
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Value
On the consulting side, Press Ganey is pretty good about avoiding charging for every little thing....
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Relationship
Sometimes we would like to see the way Press Ganey queries or questions or the way they define...
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Product
With the current functionality on the patient staff side around how we define peer groups, how we...
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Product, Value
Press Ganey is starting to try and change the awards a bit, but when they give awards at the end of...
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Loyalty, Relationship, Product
I want Press Ganey to look across a whole health system because a hospital can win an award for the...
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Product
We are really hitting the ground running with Patient Experience and everything that Press Ganey has...
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Operations, Product
It can be very intimidating to use the query tool in Patient Experience because we have to select...
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Relationship
Our relationship with Press Ganey has definitely improved. Before, we were trying to figure out the...
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Loyalty, Relationship
I can see a lot more coming out of our relationship with Press Ganey in the near future. The vendor...
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Relationship
Press Ganey threw a really nice conference, which was a great opportunity for us to join and see and...
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Value
Press Ganey will nickel-and-dime us more often than not if something is outside their standard...
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Operations
Press Ganey did pretty well on the implementation of Patient Experience. The implementation was a...
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Product
We are able to get information from the Press Ganey database very quickly, and it has a lot of...
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Product
Some of our elderly patients are not likely to have email, so they prefer paper, mailed surveys, and...
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Relationship
Press Ganey is very clear on the scope of their features and what we are able to pull through. Also,...
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Relationship
There are some times when Press Ganey drops the ball a little, but after some coercing, we are able...
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Relationship
In our partnership with Press Ganey, we are looking for them to provide a lot of resources and a lot...
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Product
In Patient Experience, there are three different types of surveys. There is the email survey, the...
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Relationship
Press Ganey has gotten so big that we haven't really gotten the special support we used to get with...
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Operations
Press Ganey has a conference where we learn so much and see best practices from other hospitals. The...
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Operations
For training from Press Ganey, we probably need more hand-holding, some one-on-one time, and the...
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Product
One dissatisfier is that Press Ganey, like every other vendor nationally, has progressively moved...
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Value
With Press Ganey, extra reporting can cost extra. As they launch and release new product lines or...
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Product
On the patient satisfaction side, there are continual improvement initiatives taking place. The...
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Operations, Product
There is a learning curve to understanding and navigating the reporting platform. It is difficult to...
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Relationship
I like what Press Ganey is doing. They have representatives and consultants to help us with...
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Product
The product’s biggest strength is its flexibility in the modes of survey distribution. It supports...
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Culture, Relationship
The first few times I called Press Ganey with some issues, it took a while to get someone to answer...
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Operations, Product
The system isn't as easy to maneuver through as people think it is. Sometimes I get into the system...
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Relationship
We have had several patients complain about Press Ganey not telling the patients who they are right...
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Relationship
When Press Ganey can get people to answer their questions, they get really good raw data for us to...
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Relationship
Our experience with Press Ganey has been solid, but it hasn't been extremely great. It has been in...
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Loyalty
In terms of the tech that we want to evaluate, we are looking forward to HX platform and some Forsta...
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Value
Press Ganey's system costs a lot of money, and people have to really understand it and know how to...
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Relationship, Operations
I absolutely love the people from Press Ganey who I work with. Those people have good intentions,...
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Operations
We asked the vendor for more training for NarrativeDx, but we still don't have that training...
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Product
The product works and does the job. It gives us good data. And the data does drive our strategic...
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Relationship
Press Ganey has good service; however, the service is not as proactive as the service of other...
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Product
The paper surveys are cumbersome. I am more satisfied with the ease of use for the patient for our...
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Relationship, Product
We have run into a few more hiccups than we were initially anticipating. The hiccups are providers...
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Operations, Product
I have no problem with the ease of use of the system. It is extremely easy to function in Patient...
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Product
There are a few ways that we can't really slice the data within the platform, so I have to pull the...
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Value
I am highly satisfied with receiving my money’s worth because of the value of the data that we are...
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Product, Value
The biggest outcomes we have seen from using the human experience piece for patient experience and...
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Loyalty
We switched from our previous vendor to Press Ganey because the concern was just that we weren't...
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Relationship
We used to have a contact from Press Ganey who was assigned to us, and that was awesome because we...
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Relationship, Product
Press Ganey’s quality improvement portal is really awesome because we have taken the blank surveys...
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Operations
Press Ganey has little sample trainings on their website for how to use a query tool and do...
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Relationship
In some areas, we score really high with patients, but it would be nice if Press Ganey could have...
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Product
Press Ganey helps us get data out of Patient Experience, but the work is tedious because we still...
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Loyalty
Our satisfaction with Patient Experience will probably improve under the direction of our new leader...
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Culture
Press Ganey's product is pretty straightforward. I don't think that Press Ganey set any unrealistic...
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Operations
Most people do the training for the vendor's reporting tools, and the vendor provides pretty good...
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Product
The solution's reporting side is a little difficult. The system has some great dashboards that are...
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Culture, Loyalty
The current functionality that our contract gives us doesn't meet all of our goals, but the vendor...
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Relationship
Press Ganey is rarely proactive. They are very reactive. They are responsive when we have issues,...
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Loyalty, Relationship, Product
Press Ganey is a data company, so they provide us with data. We get a lot of basic data, but we...
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Loyalty, Relationship
Press Ganey has been sitting on their laurels a bit. They have been a dominant player in the patient...
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Loyalty, Relationship, Product
Our organization is under one entire platform with Press Ganey, and that has been a really good...
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Relationship
We expected the vendor to deliver something, and we are still waiting on that thing. I think Press...
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Product
When it comes to the system's ease of use for patients, I would give Press Ganey a top rating....
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Relationship
We have access to Press Ganey's top executives, and they are very responsive. We have calls with...
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Product
We like the breadth and depth of the resources that Press Ganey has available. We can do analytics...
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Product
We would like a little more customization. We do a lot of internal reporting analytics. One of our...
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Loyalty, Relationship
We look at Press Ganey not as a vendor but as a partner in the work that we are doing. We have a...
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Culture, Loyalty
I believe we will renew with Press Ganey, but we will take a look. The cool thing about contracts is...
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Culture, Value
The vendor avoids charging for every little thing. They bundle all their stuff, so we get economies...
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Product
I love the integrated dashboards Press Ganey uses. They have items such as integrated dashboards or...
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Relationship, Product
Press Ganey has a thing called NarrativeDX. They take the comments from patients, and NarrativeDX...
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Product
We utilize eSurveying. It can be customizable if needed, and it is very nimble. We use it for...
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Relationship
The vendor has an operations excellence group and an application support team behind the scenes to...
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Product
We have the ability through our contract with the vendor to do pulse surveying. We typically do a...
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Relationship, Product
We send a lot through Press Ganey, and they just give us the format to use. The program is nice. It...
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Product, Value
The main outcome I see from using the system is process flow. When we see a pattern of complaints...
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Relationship
Press Ganey needs to improve their IT support. That is probably the most frustrating piece. For IT,...
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Relationship
I really liked the fact that Press Ganey assigned a team, and we have been with this team ever since...
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Culture, Value
Press Ganey is pretty fair when it comes to charging. We did a review of the services that we are...
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Culture, Relationship, Operations
A while ago, we were struggling to figure some things out, but Press Ganey stepped in and said they...
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Relationship
Press Ganey is excellent with proactive service. The surveys that we have to submit to CMS are the...
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Relationship
I would tell someone interested in getting Patient Experience that the cons are Press Ganey’s...
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Operations
We get a file from Press Ganey with all the data, and they can't ever guarantee that we can get it...
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Product
Patient Experience is just not intuitive, and we get frustrated with the dashboards. We can't just...
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Relationship
Press Ganey’s support is horrible. We used to have one person that we could go to. Now we don't have...
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Relationship
One frustration that we had with Press Ganey in the past was when they gave their managers more...
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Relationship, Product, Value
Because of where we are, it is challenging for our health system to connect with Press Ganey....
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