Experience of Care

Transform the care experience with industry experts.

Understand the impact of culture, processes and service behaviors on the patient experience and physician engagement to achieve strategic alignment and meet patient needs. Press Ganey consultants bring expertise from serving in health care leadership roles, knowledge of leading practices and deep data-driven insights to develop strategy and effective implementation plans to improve care. Our approach focuses on reducing patient and caregiver suffering with leader strategies and practical front-line solutions that facilitate the delivery of Compassionate Connected Care and are tailored to fit your organization. Partnering with your leaders, we develop strategies and tactics that address complicated health care workflows with approaches that engage and align staff, develop accountability and ensure robust, sustained improvement.

How We Help

Service Excellence

  • Service behavior and service recovery program development
  • Compassionate Connected Care
  • Communicate with H.E.A.R.T.

Strategy and Leadership Development

  • Comprehensive patient experience strategic planning
  • Cultural alignment
  • Leadership rounding
  • Leader coaching
  • Interim leadership

Physician Communication & Coaching

  • Relation-centered communication
  • Customized individual physician coaching

Performance Improvement Best Practices

  • Diagnostic assessment and prioritization
  • Best practice implementation in acute and non-acute settings
  • Enhanced employee motivation, morale and teamwork

The Latest in Experience of Care


Communicating with H.E.A.R.T.: Cleveland Clinic’s Service Excellence Model

For organizations striving to improve performance across multiple patient experience domains in less than a year, try communicating with HEART, suggests the Cleveland Clinic Foundation.

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Wherever you are on your transformational journey, we'd love to hear from you.