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Transform the patient experience

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Press Ganey patient experience

In association with Press Ganey, our patient experience solutions gather comprehensive patient feedback to understand preferences, prioritise opportunities to reduce suffering, and turn insights into action with best practices and expert support.

We deliver insights and action that transform the care experience:

  • Integrated insights – understand the intersections of safety, quality, patient experience and caregiver engagement to prioritise efforts, reduce suffering and meet patient and caregiver needs
  • Drive targeted, meaningful action − implement strategies to deliver safe, high-quality and patient-centred care, supported by an engaged and resilient workforce

What do we mean by patient experience?

Patient experience is not synonymous with patient satisfaction. True patient experience is not about making patients “happy” or providing hotel-like amenities or a luxurious atmosphere. Patient experience is much more than that. It is

  • the safe clinical care of the patient
  • the operations of the organisation that ensure staffing is adequate, sufficiently trained and resourced to get the job done
  • the culture of the organisation that encourages value for patients, open and transparent communication and collaboration
  • behaviours of every person that demonstrate the mission, vision, and values of the organisation; and
  • the recognition that the patient is at the centre of everything they do.

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When patients seek healthcare either for routine or symptomatic purposes, they are afraid of the unknown. When they come to healthcare providers, they give up their control. If we haven’t given them information about their condition, what to expect, and how to deal with it, they will not be successful in their recovery. If we wait until 30 minutes prior to discharge to give post-hospital instructions, it should be no surprise that they come back, and soon. It’s difficult to retain information when there is too much shared at a time when there is high anxiety and anticipation.

Our patients need compassionate connectedness. In short, this means that we understand that they are more than “the congestive heart failure in room 404.” This is the patient who has four children, who lives far away and who has a beloved pet she misses while she is in the hospital. This is the patient who keeps coming back to hospital because she isn’t taking her medications appropriately, a patient who would benefit from a post-discharge phone call to ensure she understands her discharge instructions and post care advice to reduce her chances of being re-admitted.

Press Ganey believes that we must get back to that compassionate connectedness. Changes in healthcare will continue, some positive and others not. However, the one thing patients should be able to rely on when they attend a hospital is the compassionate connectedness that will bridge the clinical, operational, cultural, and behavioural aspects of the patient experience.

How do we measure the patient experience?

Press Ganey measures the patient experience with surveys across the continuum of care. Our data collection methodologies include mail, online, I-Pad, SMS and point of care. Our clients have 24/7 access to their results through our online reporting suite. We deliver unparalleled benchmarking capabilities and improvement strategies sourced through our network of high performing healthcare organisations. Press Ganey reports deliver informative performance monitoring information that quickly identifies top priority improvement areas and the resources necessary to consistently deliver high-quality patient experiences.

COVID-19 solutions

We have a unique opportunity to learn from the lived experience of the people most affected by the COVID-19 crisis patients and healthcare workers. Their feedback will help us determine how effective aspects of our response to the pandemic have been and will contribute to national and global learning.

We have developed:

  1. a suite of short COVID 19 tools for evaluating the experiences of patients and healthcare workers; and
  2. accompanying support resources to facilitate prompt and positive responses to evolving healthcare challenges

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NDNQI solutions

Developed by the American Nurses Association (ANA), the National Database of Nursing Quality Indicators® (NDNQI®), a leading nursing quality improvement program, became a part of Press Ganey’s solutions.

By providing a wide database for examining relationships between nursing and patient outcomes, NDNQI delivers evidence to support the importance of investments in nursing strategy. It advances the vital efforts of nursing to help achieve higher quality, more coordinated care through a robust database of nursing-sensitive quality indicators and leading job satisfaction and practice environment Registered Nurses (RN) surveys.

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Inpatient Survey

As the cornerstone of our services, Press Ganey’s Inpatient survey consists of standard questions organised into the major domain areas of: Admission; Room; Meals; Nursing Care; Doctor Care; Tests and Therapy; Visitors and Family; Discharge; Personal Issues; and Overall Assessment.

As well as receiving results at an overall level, responses are broken out by both unit and specialty within the standardised report. Nursing unit results are compared internally, one unit to another. Statistical analysis identifies those units that are performing substantially above or below the facility average as well as providing priority items and their associated rankings of those items for each nursing unit.
Specialties such as Medical, Surgical, Orthopedics, Obstetrics/Gynaecology, Cardiology and Oncology are compared externally to the same patient segments at facilities that also offer those specialties. This “apples for apples” comparison allows you to see how your patients are scoring compared to the same specialty at peer organisations

Ambulatory (Day) Surgery Survey

Ambulatory Surgery patients have unique factors that strongly influence their satisfaction with not only the surgical experience, but their satisfaction with the pre- and post-operative experience as well. These factors — including scheduling, wait times and communication — are within your control. This survey measures those factors and determines which are most critical to each individual facility.

The Ambulatory Surgery survey contains standard questions within the following sections: Nurses; Care Provider; Overall Assessment. Reported data is broken out by Surgery Type (e.g., Endoscopy, ENT, Gynaecology, Orthopedic, Ophthalmology, etc) and can also be broken out by multiple surgery locations within your facility (e.g. General Surgery Unit, Cardiac Cath Lab, Endoscopy). Specialty breakouts allow for service line comparisons and the ability to better understand your patients’ needs and expectations, which directly translates into an opportunity for improved reputation and financial outcomes.

Emergency Department Survey

The Emergency Department survey is validated for use with patients who are treated and released from emergency care and are those who would tell their friends and family that they ‘went to the emergency department’ (patients who are admitted to inpatient care are surveyed via the inpatient survey – additional survey questions directed at the ED experience can be added if required).

The survey covers the major domain areas of: Arrival; Nurses; Doctors; Tests; Family or Friends; Personal/Insurance Information; Personal Issues; and Overall Assessment. Emergency Departments that have integrated Fast Track services (also termed rapid access, urgent care, etc.) can administer the Emergency Department survey to both acute and fast track patients. The standard Emergency Department report provides data broken out by shifts. Each shift breakout is benchmarked both internally and externally based upon the time of day that services were provided. Individual doctor data can be provided as a component of the Emergency Department services if required.

Outpatient Survey

There are more patient visits for Outpatient tests and treatments than for any other service. With this trend continuing to grow, many hospitals find this an essential service. The survey contains standard questions within sections as follows: Registration; Your Care; Overall Assessment.

The Outpatient survey is designed for outpatient visits that involve a diagnostic test, treatment or therapy as the main focus of the visit. Patient responses are grouped and benchmarked based upon the specific service that was received, such as X-Ray, MRI, Physiotherapy, Pathology, Renal Service, Medical Consultation, Diabetes Education, etc.

In addition, groups of similar services can be aggregated to provide an additional layer of reporting and external benchmarking. For example, X-Ray, MRI, CT and Ultrasound would be grouped as Radiology. The standard set of questions is utilised across all patients, but variations are available to correspond with particular groups of services. As with all Press Ganey surveys, customisation is available if required.


Partnering with Press Ganey and Insync to transform the patient experience has many benefits:

  • Access to the world’s largest patient experience database
  • Flexible surveying options using psychometrically tested and validated survey tools for every patient experience (standard, integrated HCAHPS or customised surveys available).
  • Quantitative data analysis: weekly, monthly and quarterly online reporting measures so you can track your outcomes.
  • Ward-specific priorities to empower staff at the unit level to drive continuous quality improvement.
  • Dynamic benchmarks offering an industry comparison against International hospitals.
  • Qualitative data: patient comments add depth of understanding to the quantitative data and help guide specific ideas for improvement.
  • Solutions using evidence-based best practices.
  • Opportunities to network with world leading healthcare organisations.
  • A dedicated Client Relations Manager to assist you throughout the surveying process and provide guidance on continuous improvement strategies.

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Talk to us today about how we can help you transform your patient experience.

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