Safety & High Reliability


Strive to Become a Zero Event Organization

At a time when health care consumers demand safety and quality, and payment is based on performance, eliminating avoidable suffering and harm is imperative. Improving patient safety and achieving consistent performance in patient safety requires adopting a culture and processes that support high reliability.

Press Ganey partners with leaders to help achieve zero harm and reduce Serious Safety Event Rates (SSER®) through the high reliability science and practices of our HPI method. Our unique approach has helped organizations achieve and sustain an 80% or better reduction in Serious Safety Event Rates within two years.

Press Ganey guides organizations through the transformational process of building a high reliability performance culture. We partner with hospitals, integrated health systems, long-term care providers and medical group practices with an effective approach that:

  • Establishes zero harm as an uncompromising core value and guiding principle
  • Provides reliability coaching that addresses both human behavior and process improvement
  • Applies reliability principles derived from nuclear power and other high reliability organizations
  • Instills the values, beliefs and behaviors that helps accelerate improvement across organizational priorities

Press Ganey brings deep industry knowledge and vast experience partnering with more than 800 organizations, many that have achieved national recognition for their accomplishments in quality and safety.  Our methods are based on reliability science and best practices from high-reliability organizations and offer the experienced-based mentoring your team needs to help make these methods work to sustain a culture of caregiver and patient safety.



Watch Leading to Zero: The Journey to High Reliability to learn how Advocate Health Care, Cancer Treatment Centers of America, Boston Children’s Hospital, Novant Health, and MedStar Health made patient and caregiver safety a top priority across their organizations.


     HPI Press Ganey Patient Safety Organization (PSO)

The HPI Press Ganey PSO is officially listed by AHRQ and serves as a protected forum for members to accelerate our shared mission of zero harm. 

PSO members gain safety insights in the only forum that supports the proprietary HPI Safety Event Classification (SEC), Serious Safety Event Rate (SSER) and cause analysis methodologies. The PSO facilitates sharing of tested and targeted strategies for preventing harm and offers insights based on aggregate analysis of patient safety event and root cause data. To support industry-wide learning, the PSO offers three primary forums for member participation:

  • Safety Event Classification Advisory Panel: hear this monthly panel of practicing safety leaders formally review and discuss challenging classification cases submitted by you and other PSO members
  • Cause Analysis Grand Rounds: learn from HPI Press Ganey safety experts during this monthly deep dive into specific cause analysis topics and events
  • Safe Tables: participate in legally-protected, open forums to initiate, exchange and discuss safety issues and lessons learned with other PSO members experiencing similar issues at their own organizations

The HPI Press Ganey PSO also provides Safety Risk Alerts notifying members of evident proximate causes, system conditions and/or root causes.


  • Avoidable suffering and incidents of harm
  • Inconsistent processes that promote safety
  • System weaknesses that can lead to unwanted outcomes
  • Negative impacts of safety events on the patient
  • Need for a holistic approach to safety and service

The Process

While it is impossible to eliminate human error, events of harm indeed are preventable. Event prevention is achieved when the science of human error and event prevention is known and put into practice. Results are achieved when an organization can effectively shape human behavior. Our methods are based on reliability science – an understanding of human performance in complex systems and the application of this understanding in organizational culture and design.

Learn More about Safety & High Reliability Consulting

Contact US or Call 800-232-8032