Patient Experience Commentary
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Subject Expert
Adam Cherrington
VP of Engagement
Commentary Summary
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User Commentary
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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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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