Patient Experience Commentary
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Subject Expert
Adam Cherrington
VP of Engagement
Commentary Summary
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User Commentary
Value
Press Ganey has so many different tools. For example, employee engagement and patient satisfaction...
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Relationship, Product
The tools in Patient Experience are great, and they talk to each other. The whole experience is...
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Operations
The engagement work with Press Ganey was fair overall. This was our first engagement survey in a...
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Operations
With Press Ganey offering so many services, their training is now primarily online. They have a lot...
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Relationship
Press Ganey has no connection to Epic because the services we use from them do not tie into our EHR.
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Loyalty, Product
Patient Experience is easy to use. As things change and technology advances, it is nice to see that...
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Relationship
We have had some challenges around data transmission in Patient Experience, and Press Ganey has had...
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Product
I enjoy working with Press Ganey. Patient Experience is easy to use, and it is easy to run data in...
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Product
Getting comments regularly from Press Ganey is very useful. Their NarrativeDX tool is pretty...
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Loyalty, Relationship
We are working with Press Ganey to improve how we are tying survey data to operational metrics, and...
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Relationship
We have access to a lot of people at different levels of Press Ganey, and they have all been very...
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Product
The upgrades for Patient Experience are all web-based, so they are seamless. We don’t have to do...
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Loyalty, Product
Press Ganey is in the early stages of integrating some of the Patient Experience data into Epic...
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Loyalty
I am satisfied with the solution. I want to understand what Press Ganey’s road map looks like. I...
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Culture, Relationship
Press Ganey keeps all their promises eventually. That rarely happens as quickly as we want it to,...
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Operations, Product
Regarding the ease of use for end users, we have a few areas where our users tend to need a little...
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Relationship
We have had a lot of turnover with our representative who we are supposed to work with to make sure...
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Operations
I think the UX just changes. The vendor does have training. It is hard for users to get to and find....
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Relationship, Product, Value
Right now, we are integrating all our different levels of care into the system. I think we finally...
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Relationship
Press Ganey tends to promise new solutions and innovations, but they don't execute on time. They...
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Loyalty, Product
I have learned that Press Ganey and Epic are working to pull data into Epic's solutions, and it is...
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Relationship
Press Ganey is responsive. We sit down with them regularly in their strategic business sessions and...
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Operations
Press Ganey's training doesn't touch a lot of physicians. We are just working with a small group and...
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Culture, Value
Whether Press Ganey avoids charging for every little thing depends on who is asked. I would say they...
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Loyalty, Relationship
I like Press Ganey. We have been on their platform for years. I like their tool, their benchmarking,...
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Relationship, Operations
We launched our Google Reviews with Press Ganey, so we started managing our star ratings and...
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Relationship
I don't know that Press Ganey has continued to advance the tool a lot since we have had it.
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Product
The ease of the system depends on who the end user is. For patients, I would score it higher than...
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Product, Value
We are very satisfied with the system. We are getting a lot of great insights, not just from the...
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Product
I always recommend Press Ganey. The product is easy. My team uses it well, and we have no issues....
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Relationship
I would like Press Ganey to proactively reach out more with the CMS changes. They do a pretty good...
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Relationship
We have had executives visit our organization and speak, so the executive involvement from the...
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Product
I really like Press Ganey’s integrated platform. Organizations often use something for patient...
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Operations
The thing that Press Ganey doesn’t do well is that they often have new products. I like the...
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Relationship, Operations
I think the people at Press Ganey who handle our account on a day-to-day basis don't know how to...
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Relationship
Press Ganey is terrible at being proactive. Things just appear and are changed and come out of left...
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Value
Press Ganey was the most willing to work with us on our price, so I initially felt like I must be...
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Relationship, Product
Press Ganey is always updating the product. I like that. They are always improving. They absolutely...
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Culture
We have a great relationship with Press Ganey, and we can negotiate things or settle on some things...
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Relationship
We are a development partner with Press Ganey, so if something doesn't work as promised or promoted,...
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Operations, Product
Press Ganey does very well with implementations and upgrades. The only thing that we have issues...
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Product
We use Press Ganey’s system for all our patient experience surveys and regulatory surveys. It...
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Loyalty, Relationship
When we meet with Press Ganey, we can talk about how we are going to serve our patients better...
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Culture, Relationship
Press Ganey always seems to be a little behind the curve with some of their technology. To catch up,...
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Relationship
Once we get on Press Ganey’s case about things, they are more proactive. However, we have to...
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Product
We would like more of an ability to do automated reporting and graphs without having to jump into...
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Product
With this solution, it is very challenging for someone new to come on board and know what to do. It...
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Relationship, Product
Press Ganey is the leader in the industry. Based on all the other companies that I have worked with...
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Relationship
There is a lack of proactive communication from Press Ganey to individual users. We are part of a...
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Product
We have had trouble with the integration between Press Ganey and our data. We have struggled with...
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Loyalty
If we were starting over, I would survey the market, but we would probably land right back here with...
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Relationship
Healthcare is challenging. Press Ganey is trying to help, but in some ways, they are in the same...
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Loyalty
The vendor’s releases are not always ready for prime time. They are released before they are ready....
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Product
If someone were obsessed with percentile ranks, I would tell them to go with Patient Experience. Our...
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Relationship
The way Press Ganey does things is sloppy. That comes with the territory when companies are...
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Relationship
Press Ganey's people kind of roll in and out. As soon as we establish some kind of rapport with one,...
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Relationship, Product
We have had a lot of problems with getting even basic requests done with the vendor. I question...
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Product
Patient Experience is very simple. We send in data, the system sends out surveys, and we get our...
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Value
Press Ganey definitely charges for any and every little thing that we ask them to do, even when it...
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Culture, Relationship
Press Ganey isn't proactive at all. We are the ones who catch their problems. Press Ganey doesn't...
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Relationship
Press Ganey finally got our files right in the system. That took forever. Things are working for us...
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Relationship, Product
Press Ganey is a very solid company that is grounded in healthcare. It is very helpful for them to...
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Relationship
Things are going very well with Press Ganey. We have been very happy, and they have been a great...
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Relationship
We are very happy with the attention that we are getting, but I also recognize that we are a big...
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Loyalty, Relationship
Press Ganey has deliberately restructured their relationships with their clients as well as their...
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Relationship
I have seen a real deliberate, almost corrective, action plan that Press Ganey put in place with...
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Culture, Loyalty, Relationship
Press Ganey has been very creative when looking at a longer-term relationship and how they can...
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Loyalty, Relationship
The technology and customer service from Press Ganey have seen huge changes in recent years. We have...
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Culture, Value
We have a master service agreement, and anytime we make any little change, there is an addendum with...
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Operations
The training has gotten better, but overall, there has been no best-practice sharing. I view Press...
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Loyalty, Product
Press Ganey has the market cornered. The one thing that Press Ganey has over the competition is that...
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Loyalty, Relationship
Press Ganey changed their support model, and it was an epic fail. They recently reset and went back...
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Operations, Product
The query tool needs to be more intuitive. It is not intuitive due to the nomenclature and filters...
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Relationship
At one point, Press Ganey took away our people and gave us an email address. That was an atrocity. I...
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Culture, Loyalty
Press Ganey is very good at marketing. When they demo things to us, those things always look great....
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Relationship
Press Ganey has done a lot of sloppy work. We had a transition, and one of our sites didn't get...
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Relationship
We haven't received the support that we have needed from Press Ganey. Press Ganey has tried to do...
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Culture, Product
Press Ganey's product could work as promoted, but I don't think the vendor has thought things...
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Relationship
Press Ganey is responsive, and there is a big team that supports us. Also, the vendor will try to...
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Culture, Relationship
Press Ganey changed their management style. Before, we had a person who handled all of our issues...
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Relationship
Press Ganey falls flat with providing updates and guidance on issues that they see with survey data...
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Relationship
I have access to people at Press Ganey who can solve my problems by escalating, but I am not trying...
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Relationship, Product
Press Ganey is good in the sense that they have a large client base. As an organization, their power...
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Relationship, Operations, Value
We can tell that Press Ganey doesn't think about actual, individual clients. They try to by having a...
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Relationship, Operations
I would love for Press Ganey to have a better product. I would also love for them to improve and get...
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Culture, Relationship
Press Ganey was really pushing us to move to a different mode of surveying. We tried that mode, but...
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Relationship
We have had issues where we have switched things about a service line that prevented that service...
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Loyalty
We are on Press Ganey's system, but we are going to be actively looking at other products. It is...
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Culture, Loyalty
We renewed our contract with Press Ganey and moved to the new version of their system because they...
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Relationship
Press Ganey supports us with upgrades, but their support has not been adequate. We have had issues...
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Product
Press Ganey is buying other companies because they are trying to bring clients in to use one...
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Culture, Value
Press Ganey doesn't charge for every little thing once a contract is settled, but the overall...
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Relationship
Sometimes, it takes a long time for Press Ganey to get answers. We are a really detailed shop, and...
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Operations
Press Ganey is huge. They are an international company, and they have more data than anyone else....
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Relationship, Product
The only thing that some people don't like about the system is that it gives an overall "would you...
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Operations, Product
I don't think the system is difficult to use. We just wish there were more to it because it can get...
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Culture, Relationship
We talk to Press Ganey several times a year. I could pick up the phone and call Press Ganey's CEO,...
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Product
We get data from Patient Experience, and then we turn that data into actions. We would like the data...
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Loyalty, Product
Press Ganey does a pretty good job of delivering new technology. They have come out with some new...
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Operations
I would really like to see more local workshops that we could travel to in order to do a mini...
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Relationship, Operations
Press Ganey's people are available via email or telephone call. We do a tech support call regularly,...
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Relationship
We have made some updates to things in the solution, and Press Ganey has been really helpful with...
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Product
I would like more real-time feedback from Press Ganey. Additionally, the one thing that I have...
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Relationship
Press Ganey has advantages. They are big and powerful. Also, when we call Press Ganey, they are...
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Operations
I didn't really receive much training for Press Ganey's system. I don't remember getting any...
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Relationship
Patient Experience is solid. Our account representative is a fabulous, great partner. They have...
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Product
We want to use more AI from Press Ganey to drill down into very specific data sets in order to get...
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Product
There are a lot of places in the system where there is crossover. When something touches two...
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Relationship
Press Ganey’s support model seems to change frequently; it happens almost every quarter. We used to...
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Relationship
This year, we had a CMS change for one of our HCAHPS surveys, and I feel like we just can’t get a...
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Culture, Value
We have recently been trying to inquire about a lot of Press Ganey's other tools, and the pricing is...
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Operations, Product
I would really highlight the overall look and feel of the tool. Press Ganey's website is not...
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Product
These things aren't necessarily specific to Patient Experience, but there are some things that our...
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Relationship, Operations
Press Ganey offers a number of meetings to us where we can go over data and compare different parts...
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Loyalty
It will be really interesting to see the transition to our new EHR and how that will change Patient...
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Loyalty, Relationship, Product
Press Ganey puts a lot of stock in patient experience and patient feedback. They have a lot of...
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Operations
Patient Experience requires very little training. Even when new users come in, we just have to get...
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Product
There is just a lot on Patient Experience that can overwhelm end users. I don’t think that there is...
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Product, Value
Having the data from the patients and their surveys has been helpful. We have key drivers in the...
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Product
I used to be able to pull comparative data and have it on one report. Unless I have just not found...
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Loyalty, Relationship, Product
I can send reports for our meetings to our leaders from the solution. There is a new dashboard...
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Relationship
Press Ganey is really good at support. They are definitely in a reactive space and not a proactive...
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Product, Value
The outcomes with Patient Experience fall on our organization, and it is not necessarily a bad thing...
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Culture, Operations
Press Ganey is selling it pretty thick on the sales side. When it comes to the actualization of the...
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Product, Value
The biggest strength of Patient Experience is the national benchmarking. Press Ganey has the biggest...
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Culture, Relationship, Operations
I'm optimistic, and I hope Press Ganey improves by enhancing their current products, instead of...
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Culture, Relationship, Product
If Press Ganey focused on their current products versus trying to create new stuff, they would see...
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Culture, Value
We spend a lot of money on these products, and I don't know that the quality of the products meets...
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Culture, Loyalty, Product
There are some reporting tools in Patient Experience that Press Ganey demonstrated would be...
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Culture, Loyalty, Product
The different products, like different reporting platforms, in Patient Experience don't necessarily...
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Product
Press Ganey lags a little with new technology compared to some vendors in the industry, but I'm very...
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Relationship
Press Ganey is extremely proactive in getting us all of the changes and things involving mandated...
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Relationship, Operations
About a year ago, we had a dedicated TS person at Press Ganey who knew our organization and...
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Product
The solution's query tool for generating our own data reports and statistical analyses is very easy...
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Product
We were having some difficulties with Patient Experience in the beginning because we weren't able to...
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Relationship, Product
We have to utilize certain questions in Patient Experience in terms of regulations, but being able...
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Operations
We implemented new things with Press Ganey during the time that we had Patient Experience. I thought...
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Relationship, Operations
Press Ganey's training has gotten better. They have their own reporting tool, and the training...
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Culture, Value
If we were still with Press Ganey in 12 months, I feel like we would get more out of them, but I...
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Loyalty, Operations, Value
The solution is expensive. The biggest issue we had was that we got a ton of data, but it wasn't...
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Loyalty, Value
We are affiliated with multiple organizations. We do some things together across those...
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Relationship
Some parts of our organization have a love-hate relationship with Press Ganey. There have been a lot...
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Value
We don't have any integration between Press Ganey's system and our EHR, so I have to pull reports to...
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Relationship
Press Ganey doesn’t give us a contact person. We have to email the support system, and we just get...
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Relationship
My Press Ganey account manager does wonderful work for me. They are very understanding, and they...
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Loyalty, Value
A few years ago, I looked at other vendors to see what they offered that Press Ganey didn’t, and...
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Culture, Value
Press Ganey gave us a break on certain things, and that was generous of them. They charge us for...
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Loyalty
We are going with another vendor's system for one component that we used to use in Patient Experience....
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Relationship
I often work with someone from Press Ganey a lot for statistics and pulling reports out of the...
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Operations
I think we could have implemented Patient Experience a little better. I think we pushed it too...
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Relationship
Press Ganey has offered in-services, which have been great, but I really haven't had to use them. I...
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Relationship
For Patient Experience, working with Press Ganey has been fine. I have a call with them regularly,...
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Culture, Relationship
Press Ganey is very transparent about the way they promote their product. However, Press Ganey’s new...
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Culture, Value
We have been with Press Ganey for so long that there have been issues with some of the contracts. We...
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Operations, Product
We are a large organization, and with the recent upgrades to Press Ganey, there was just a lot to...
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Culture, Relationship
Press Ganey keeps promises, but the caveat is that the vendor may not be as timely as we would like....
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Culture, Relationship, Product
Press Ganey is usually behind other vendors with their technology. Press Ganey doesn't do a lot of...
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Loyalty, Relationship
Press Ganey is excellent at support. The support people are really responsive. We have very good...
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Value
We never receive our money's worth with any vendor; we always want more for less. But overall, Press...
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Culture, Loyalty
We have a pretty broad suite of products from Press Ganey, including our patient experience...
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Relationship
I always get an answer when I call Press Ganey customer service. We have a Press Ganey...
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Loyalty, Product
If we can only give the patients Press Ganey surveys in one way, then I can only imagine that...
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Relationship
Press Ganey is doing great. I like Press Ganey for the solution starters, the community they build,...
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Product
I have always been able to log in to Patient Experience. Reports are clear, and they look nice...
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Product, Value
The product gives us the information that we need. However, a lot of that information relies on us...
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Product
I haven't had any issues with interoperability, and we are only using the product for surveys. The...
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Value
We have had to make some additions to the product. There is a charge for that, but the vendor...
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Relationship
We have an account director who we meet with routinely. We also meet with someone at Press Ganey's...
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Loyalty, Product
With the way the vendor calculates percentile rankings, they use adjusted data. For example, if 100%...
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Culture, Loyalty
If we were making a buying decision, I would certainly be interested in knowing what other vendors...
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Relationship
When we need support, everything we do is via email. Press Ganey's people are very responsive, and...
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Loyalty
We are looking at a few of the vendor's other products. Right now, we are only looking at the...
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Product, Value
The product is really useful for our patient experience department because we are superusers. We are...
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Operations
For our implementation, we shot ourselves in the foot and put ourselves on a very short...
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Relationship
With HCAHPS, the vendor is very proactive around regulatory updates and their impact on us. There...
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Product
The vendor could improve their dashboards. For example, a unit manager can see their performance....
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Product
Sometimes, when our patients fill something out in the system, they will be commenting on a...
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