Patient Experience
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Subject Expert
Adam Cherrington
Vice President Digital Health
Commentary Summary
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User Commentary
Product
Press Ganey's product is easy to use for patients because of the modes of delivery. Things can come...
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Product
Some of the vendor’s query tools within the Patient Experience reporting portal are a little clunky.
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Relationship, Product
Press Ganey has added multiple platforms that are available for our use to integrate all the data,...
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Relationship
We are actively working on engaging more with Press Ganey to help us drive what we need to do on our...
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Relationship, Operations
I would like to see improvements in Press Ganey’s reporting and their training on reporting. The...
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Relationship, Value
The product helps us focus on improving our domains because those domains are very targeted. The...
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Relationship
We just started working with our Press Ganey point of contact. Previously, we didn't know that we...
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Product
One thing I wish we could improve with Press Ganey would be that pulling queries isn't visually...
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Relationship
Press Ganey's biggest strength is the support that they give us. They are very engaged, and they...
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Relationship
I have been disappointed with the response rate of Press Ganey's system since we switched over to...
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Relationship, Product
Press Ganey is easy to interpret and navigate. One thing that I don't like is filtering out the...
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Operations
I don't remember receiving any training from Press Ganey. The platform was put up, and we just...
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Loyalty, Relationship
Press Ganey is always available. They send us quality checks regularly, and they will let us talk to...
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Product
Reporting on the data isn't very easy. A lot of the dashboards are already fixed and don’t allow us...
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Culture, Relationship
When Press Ganey says we are going to get something, we do not have to check. Press Ganey does...
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Operations
We would like to see Press Ganey do additional ongoing training. They would do more if we wanted...
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Relationship
The vendor is usually really transparent. But if something is not part of the vendor's strategic...
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Relationship, Product
The surveys are very customizable. I like that the system makes it pretty easy to do things like add...
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Culture, Relationship
I don't believe that Press Ganey reached out to us when some things happened after we went live. A...
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Product, Value
The thing that gives me more information than anything else in the system is our patients' comments....
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Relationship, Operations
Press Ganey has best practice things that we can look at. The vendor provides some guidance on how...
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Product
In order to be successful with the product, users need to make sure that they are comfortable with...
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Relationship
With Press Ganey, we have always had really good people, so we have had a great history with them....
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Operations
Even though the vendor offers training services, we don't necessarily take them up on that. Their...
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Relationship
It is hard to say we have contact with Press Ganey’s executives. With Press Ganey’s support people,...
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Product
Once we get the data, it is up to the directors and people at the hospital to make a decision about...
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Loyalty, Value
Federally, we are required to give surveys, but the government doesn't say that we have to have a...
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Relationship, Product
Press Ganey is slow to get the reports we need, and I have not been able to get the vendor to fix...
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Relationship
The responsiveness and reliability of Press Ganey are lacking. We were told the reports were being...
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Loyalty, Relationship
Press Ganey is considered the gold standard for HCAHPS scores, but I think they fell asleep at the...
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Product
Press Ganey’s reporting site is hard to navigate, and we have a lot of problems. I can't get...
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Value
Press Ganey charges us for weird little things along the way, so Patient Experience is not all...
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Product
Patient Experience works the way that Press Ganey says it is supposed to work. We get our reports...
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Relationship, Product
The ease of use of Patient Experience could be better, but it is not bad. Some of the reports that...
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Culture, Relationship
With Press Ganey, we used to have a dedicated support person that I could do everything with, and...
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Product
When it comes to integration, Press Ganey is very nimble, and the product is really customizable. I...
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Relationship
We used to have a specific person that we interacted with, but now we have to go through a different...
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Loyalty, Product
I am excited for the vendor’s new Patient Experience advanced measuring tools. They seem like very...
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Product
I would buy the product again because it has the benchmarking capabilities that we need to be able...
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Product
We love the product’s texting capabilities. The goal is to be able to interact with a patient prior...
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Relationship
Press Ganey’s solution offers the opportunity for us to work as a team for the best patient outcomes...
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Operations, Product
I have some issues navigating to what I am looking for in Press Ganey's solution. It has been a...
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Relationship
Press Ganey does a good job of sending me information about their services, but they do so with a...
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Relationship, Relationship
It seems like we have to go search for information from Press Ganey. They are very responsive when...
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Relationship
Press Ganey is a great company. They meet with us regularly at our request. We don't know who else...
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Culture
It took us a long time to figure out our new contract; Press Ganey was digging in their heels....
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Relationship
I never have any problems with support. I usually do everything via email. Press Ganey is very...
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Relationship, Operations
Press Ganey had a lot of staff turnover a couple of times, so we had to take our time to reeducate...
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Relationship
We want to cut the length of the surveys, and the vendor keeps saying we can do that through dynamic...
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Relationship
For years, we wanted to do surveys in multiple languages, and finally, the vendor said they could...
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Relationship, Product
We never have any problems with errors. The product works fine, and Press Ganey always gives us...
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Operations, Operations, Product, Product
When things are upgraded or changed in the system, it takes some time to access the training on the...
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Loyalty, Loyalty, Relationship, Relationship
Press Ganey has a vision of where they think we need to go.
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Relationship, Operations
Press Ganey should nuke the whole thing. It is so bad. They should start over and make it easy. We...
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Operations
Press Ganey tries to roll out videos and do things for training.
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Product
The patient experience with Press Ganey has been terrible. The overall survey structure is not as...
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Operations
Press Ganey’s implementation was super confusing. When they bought SPH Analytics, they didn't use...
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Relationship, Operations
Press Ganey does quite a few upgrades, but they don't work, and the vendor doesn't talk to us about...
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Relationship, Product
Press Ganey doesn't meet any of my needs quite yet other than having a mandatory survey vendor. I...
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Relationship
Press Ganey’s customer support team is so difficult to work with. It is impossible. They don't...
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Relationship
Press Ganey is not proactive about anything. When they update something or something changes, we...
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Loyalty, Relationship
SPH Analytics was bought by Press Ganey, so they are no longer a thing. Press Ganey completely...
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Operations
Within the last year, Press Ganey moved to a targeted survey. The change wasn't an optional thing...
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Relationship, Product
Press Ganey is a good company. They are the standard when it comes to patient experience. Patient...
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Relationship, Product
We often refer to our relationship with Press Ganey as a roller coaster because one month we could...
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Relationship
When I need to call Press Ganey for support, they make me fill out a complicated form. I will send...
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Product
Press Ganey has upgraded their system fairly recently, so it is sort of new. In some ways, it is...
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Operations
The training on the Press Ganey website is somewhat cumbersome to find, and there aren't many people...
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Relationship
Press Ganey recently changed the way that we access support. We used to have a dedicated person who...
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Product
We have had a lot of issues with the product. It isn't easy to use. The main problem is that it...
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Loyalty
Many of the teams in our organization are dissatisfied with the product. We may start looking around...
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Product
The number one benefit that we get from the system would be the questionnaires that Press Ganey...
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Relationship
Press Ganey has recently moved to a different model of support that centers more on excellence...
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Operations, Product
At first, the solution seemed difficult, but we had to get into the system, get comfortable with it,...
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Relationship
We want improvement in the vendor's collateral, whether that be toolkits, white papers, or something...
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Relationship, Value
As a client, we might have ups and downs or frustrations sometimes, but I would still recommend...
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Relationship, Value
The vendor still has some growth to do in support. There is an opportunity for them to provide...
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Loyalty, Relationship
Press Ganey has been pretty innovative. They recently had a conference where we saw some new things,...
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Operations
Thinking back to the new platform upgrade, we did have some ongoing support at that time. We had an...
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Operations, Product
For users that use the product every day, the ease of use would be high. But most of the end users...
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Relationship
Over the last year, the vendor changed our contact to a Press Ganey support team instead of our...
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Value
In the past, Press Ganey nickel-and-dimed us. When adding providers, we had to constantly do a...
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Product, Value
Our patients can use the product, but the older patient population is a big percentage of our...
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Relationship, Product
We rely heavily on the product to drive our strategic goals because patient satisfaction is one of...
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Relationship
Over the years, we have had a few little bumps and bruises here and there with Press Ganey, but...
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Relationship
We had an issue with Press Ganey, but the vendor thinks that they made improvements and put things...
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Operations, Product
With Patient Experience, because of the way that our survey operations need to be structured, the...
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Relationship, Product, Value
Some of our surveys are mandatory surveys that we need to administer because CMS requires us to, and...
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Relationship
We used to have dedicated teams, but Press Ganey moved to a new model where everybody gets routed to...
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Product
There is some valuable data in the system, and for the most part, the user interface is intuitive....
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Product
Some enhancements need to be made to the system. My biggest issue is with the latency that is often...
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Relationship
We have asks that have been in the making for several years, and Press Ganey keeps telling us they...
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Culture, Value
We are a big client, so Press Ganey is conscious about charging us for things that might be outside...
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Product, Value
A common challenge we experience is to stand behind the response rates that we see with Patient...
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Relationship
Press Ganey’s support team is really great with their response time and truly resolving issues or...
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Product
If a patient goes to imaging and then sees a provider, sometimes they complain that they get...
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Loyalty, Relationship, Product
I think that Press Ganey has a vision for some things, like making data more available, analyzing...
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Relationship
Press Ganey could have more client communication, and not just through email. We all get so many...
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Loyalty, Product
I believe Press Ganey is coming up with a new platform, but their new AI solution, NarrativeDx, is...
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Relationship
Press Ganey is so large now and they have gotten too big, so the organization is hard to navigate.
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Relationship, Product
Press Ganey has the largest benchmarking, and their scope continues to include other aspects, not...
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Relationship
The response from Press Ganey is very fast when I submit a ticket, usually within a day or two, but...
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Relationship
Press Ganey is usually very responsive. However, they recently reorganized their client services. We...
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Operations
Press Ganey's technical training has been good. The vendor put together a suite of videos. Those...
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Product
I think that Press Ganey's surveys are fine, but they can be a little rigid in some ways. I think...
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Relationship
The vendor is doing everything that we have asked them to do.
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Loyalty, Product, Value
We would buy the product again. We have had as many issues with it as we had with our previous...
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Relationship
With the system we had before, I heard of more issues as we tried to address things. Press Ganey is...
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Product, Value
The system has been a lot easier for people to get their data from than our previous system, even...
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Product
The parts of the product that patients interact with are fantastic. The vendor has made some good...
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Relationship
The vendor used to have a strong client support model, and each client had a dedicated advisor to...
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Culture
We feel like Press Ganey is manipulative when negotiating contracts. Other vendors have more...
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Relationship, Product
Press Ganey does some things well, but there are some complicated things they don't do well. The...
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Culture
We had a situation where the vendor told us we were in danger of going over our contract. That was...
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Relationship
We went to the top of the support structure with a situation, and the problem still didn't get...
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Loyalty
Our recommendations for Press Ganey have less to do with their products and services and more to do...
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Operations
Press Ganey used to have a lot more hands-on training, but they have started to rely a lot on...
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Value
Press Ganey tries to charge us. In general, as a company, they definitely try to nickel-and-dime...
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Product
Press Ganey’s biggest selling point is that they have a huge share of the healthcare market, and we...
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Loyalty, Relationship
The vendor is starting to learn how to be more flexible with their survey products. I think they...
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Relationship, Product
We have Patient Experience and team member and provider engagement surveys. We meet the NDNQI...
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Relationship, Product
Sometimes Press Ganey’s products don’t talk to each other. When we update or change something on one...
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Relationship
The vendor moved to a new support model. Now, anytime we have issues, we have to send inquiries...
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Product
We are consistently getting more than we did with our previous vendor, and we know that we can count...
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Relationship, Product, Value
Press Ganey has helped us focus on some of our core initiatives. Knowing our strengths or where we...
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Product
We have a variety of ways to send surveys. Patients may get a paper survey to their home mailing...
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Relationship, Value
There has to be something out there that is helping people get responses and higher return rates. We...
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Relationship, Product
If there is a negative response from a patient, I wonder whether there could be an immediate...
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Relationship, Product
Press Ganey doesn’t measure an NPS with their product at all. The survey does have a question on a...
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Relationship, Product
The product has a fine level of benchmarking. Press Ganey is the best that they can be in the...
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Loyalty, Value
I wish our organization still did their employee engagement survey through Press Ganey. Our new...
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Product
Press Ganey has gotten better with their customization of reports. But usually, if I need a...
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Operations, Product
The product portal has gotten extremely easy to use, to the point that I can train my people once I...
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Relationship
As Press Ganey acquires other companies, they really need to be thoughtful in understanding who they...
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Loyalty, Relationship, Product
Because Press Ganey understands the patient and now the consumerism movement that is happening, they...
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Relationship, Product
From a patient perspective, Press Ganey has gotten a lot better with the patient experience system....
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Product
The patient experience solution is one of our most important tools because it gives us direct...
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Loyalty, Relationship
We have had some hiccups as Press Ganey has brought new products in, but a strength of theirs is...
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Operations
A con of the Press Ganey product is how strange the setup can be. If someone doesn’t have an IT team...
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Relationship
We have a great team from Press Ganey that we have been fortunate to have for an extended period of...
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Culture
Press Ganey is very willing to work with their clients when it comes to writing out the contract in...
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Operations
The new Press Ganey training platform is easy to use and has a wealth of knowledge.
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Relationship
If an organization doesn’t have a specific person set aside to handle the Patient Experience...
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Relationship
For the most part, I would say the vendor’s people are empowered to solve my problems. When they...
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Culture, Loyalty, Relationship
I would tell a colleague that the product is good. The vendor is going through some growing pains as...
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Loyalty, Product
We are getting to a point where we want to create a good data strategy, but because we don't have...
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Product
There is a lot of potential for great analysis on the platform. The product is easy to use for those...
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Loyalty, Relationship
The vendor’s vision changed before they had fully implemented what they needed for their original...
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Relationship
Press Ganey is not proactive. They can be responsive, but when there have been problems, I have been...
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Loyalty, Product
Things are going fairly well with Press Ganey. We are not seeing the response rates that we were...
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Relationship, Product
Our response rates from Press Ganey have gone down, and even being able to get data about response...
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Culture, Loyalty, Relationship
The vendor is not keeping their promises. The biggest example of that is that when we switched to...
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Operations
There were errors in our original implementation that were based on either misinformation that we...
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Loyalty, Relationship
The product's ability to support our organization's integration goals is very low. To improve this,...
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Operations, Product
I like the most recent upgrades that Press Ganey has made, so I am pretty happy.
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Loyalty, Relationship
Press Ganey could improve their commitment to tailored experiences. Sometimes it was a little hard...
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Culture
Press Ganey is a large corporation, but they do a good job of holding to their contract. Of course,...
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Relationship
Press Ganey has done a good job of making themselves an open resource. However, they could take a...
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Loyalty, Product
With more features, our satisfaction could become perfect. We would like to see the inclusion of a...
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Culture
We are still going through some transitional things with Press Ganey even though they promised...
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Relationship, Product
Press Ganey puts all the information in one place, but it is a little difficult to add the right...
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Loyalty, Product
Press Ganey has all the features and tools we want outside of expanded reporting. We are interested...
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Product
I have not used Press Ganey's system on my phone yet, but when I use it on my laptop, the platform...
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Relationship
Press Ganey is going through a transition in how they deal with customer service requests, so it has...
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Relationship
Our account manager from Press Ganey is highly responsive and open to comments. They take the...
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Relationship
When we hit hiccups or hit barriers, the vendor does a good job of triaging and explaining the...
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Relationship, Product
Press Ganey is the largest patient experience survey vendor in the country for a reason, and they...
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Relationship
We have a great relationship with Press Ganey. They are invaluable in helping us. The vendor's...
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Product
Press Ganey has a robust suite of products intended to help organizations throughout the continuum...
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Value
I am hard pressed to find something Press Ganey does exceedingly well because they have added so...
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Loyalty
If we choose to continue our relationship with Press Ganey and renew our contract, it will be...
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Product
This issue is so minor, but the user interface for the electronic surveys feels a bit out of date,...
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Relationship, Product
Press Ganey is the gold standard of the industry, and if organizations want to be respected in...
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Product
There are some slices of data in the Press Ganey solution that I would expect to be able to see that...
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Relationship
We have a regularly scheduled meeting with Press Ganey, but open items linger on that agenda for...
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Loyalty, Relationship
We have enjoyed working with Press Ganey, and the people that we have interacted with have been...
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Product
Our system has a lot of entities. It has been a challenge for our system to pull everything together...
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Loyalty, Relationship
Press Ganey is constantly innovating, buying other companies, and trying to offer more things. Those...
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Product
The patient surveys are very easy to do in Patient Experience. We have to do our CAHPS surveys no...
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Loyalty
We always look at other options in the market because we don’t want our vendors to get too...
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Value
Some new issues have turned my opinion negatively about Press Ganey nickel-and-diming us. We...
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Operations
Ongoing training is needed more so for the patient experience product than other systems we use...
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Product
I don’t know of any interoperability with the Press Ganey product, but it is not the highest...
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Relationship
I have never received an invite to a road map meeting, so I don’t know what is on Press Ganey’s road...
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Relationship
The customer service is not the best. Response times to resolve open inquiries tend to be long, and...
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Value
It was mentioned in one of our recent calls that Press Ganey could help us crosswalk the results...
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Relationship
Press Ganey does not give their smaller organizations a lot of attention. We don't have anybody...
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Relationship, Product
Every time we try to change something within the product, another problem comes up from that change....
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Operations, Product
The product doesn't give us all the data that we need as an individualized piece. Things can also be...
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Product
Press Ganey’s system does not encompass everything that we want in an ideal solution. The program is...
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Relationship
With Press Ganey, I feel like sometimes we have to ask repeatedly to get things done. They will tell...
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Loyalty, Operations
Press Ganey has a lot of training videos and training options, and that is good. We could see...
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Product, Value
Press Ganey's system does not integrate with any of our other programs; it is a standalone solution....
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Loyalty, Relationship
Rather than having an individual that we can email with any issues or problems, we have to use a new...
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Relationship
Press Ganey always notifies us if there is an issue with our file uploads or something like that. We...
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Product
We would like a little more flexibility in the questions we are able to ask our patients. Currently,...
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Value
I like that patients can leave open-ended feedback with Press Ganey's solution. We end up paying...
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Operations
Press Ganey does have ongoing training, and that is very good. There is a lot of information to go...
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Relationship, Product
We would like Press Ganey to be more strategic in terms of influencing CMS. They need to be writing...
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Culture, Value
Press Ganey has done a better job of avoiding charging for every little thing recently. They...
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Product
The patient satisfaction reports, all the data, and the discharge and received dates can be...
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Culture
Press Ganey certainly offers a lot of new technology, but there is always a sales pitch to...
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Relationship
We have a new account manager representative. The person who left was amazing, and I adored them....
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Value
Press Ganey is expensive, and we do maximize and implement all their best practices. We surveyed the...
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Product
The product is a horrible tool. The HCAHPS survey is horrible. It doesn't measure what we want it to...
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Loyalty, Relationship, Value
CMS mandates that we use a third-party vendor. That is why we use Press Ganey. We have seen a huge...
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Culture
Prior to this last go-around, we had a long contract, and it was so hard to figure out. So we just...
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Culture
There was a glitch in the contract that was missed, and Press Ganey is playing hardball. They want...
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Relationship
Press Ganey seems to lean toward longer surveys, which are burdensome for our patients. In this...
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Loyalty, Value
One of Press Ganey’s strengths that they use to market themselves is their cohorts and benchmarking....
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Product
One thing I have noticed about Press Ganey is that they have grown by acquisitions quite a bit, and...
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Product
The usability of Press Ganey’s portal is somewhat limited. It is not very intuitive, and the data is...
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Value
Press Ganey has avoided charging us for some things, but they have talked about charging us for...
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Culture, Relationship
Relationships with vendors are always love-hate relationships. There are always things that are...
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Loyalty
We did an RFP and looked at some other vendors, but our leadership is very in tune with Press Ganey,...
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Relationship
One of the problems that we have with Press Ganey is that their growth model is built on mergers and...
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Value
The vendor does avoid charging for every little thing, but sometimes not getting charged takes...
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Relationship
Press Ganey is really good to work with on things such as upgrades and new implementations. We have...
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Operations
We have a really good account manager who works with us and sets up training. The vendor has a...
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Relationship
Press Ganey has a consulting arm, and we work really closely with the vendor's consulting people....
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Relationship, Product
There are things that the vendor could improve to help us. A lot of times, some of the vendor's...
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Loyalty, Relationship
I am optimistic that the vendor’s acquisition of Forsta is bringing them up to a higher level. Press...
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Relationship
Press Ganey is great at attention to detail, but they are a large vendor, and that can cause delays...
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Relationship, Product
Press Ganey has made a lot of headway and improved a lot, but they are still not where we would like...
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Relationship
Press Ganey is constantly trying to innovate through acquisition or internal development. We have...
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Relationship
Press Ganey is pushing everything to their platform. I get great service from the vendor on things...
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Relationship, Product
Press Ganey has acquired a lot of solutions, but they haven't integrated them perfectly yet. It has...
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Product
Press Ganey does a very good job of creating tools that allow us to have very stable, standardized...
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Loyalty
Press Ganey is trying a lot of new products, and they made a massive acquisition. We are looking at...
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