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Press Ganey and Catholic Health Partners Sign Multi-Year, Patient Experience Improvement Agreement

January 11, 2013
Extended Partnership Set to Continue Improvement of Patient Satisfaction Scores

Press Ganey Associates, Inc. today announced that it signed Catholic Health Partners to a multi-term agreement to provide census-based surveying as a means of more fully capturing the voice of the patient. By collecting this deeper data, Press Ganey and Catholic Health Partners will be able to develop actionable insights designed to improve the quality, safety and cost of the patient experience. Catholic Health Partners is the largest health system in Ohio and one of the largest nonprofit health systems in the country.

“Press Ganey’s unique census-based surveying approach is a powerful tool to give a voice to each patient and is essential in helping us fulfill our vision of creating high-quality health delivery networks in each community,” said Steve Grossbart, Chief Quality Officer of Catholic Health Partners. “By capturing more data, we are able to look at segmentations – individual units, particular shifts, or specific days of the week – with greater reliability, accuracy and confidence. As a result, we will be able to derive meaningful analysis that will help us as we continue to improve the patient experience.”

The additional data will further enhance Press Ganey’s ability to derive meaningful segmentation and analysis, particularly in Catholic Health Partners’ emergency departments and outpatient services. The sophisticated analysis will help drive performance improvement throughout the health system, supporting the organization’s mission of improving care, while remaining cost-effective.

“In Catholic Health Partners, we have a partner committed to affording every patient they serve a voice in their care,” said Joe Greskoviak, President of Press Ganey. “Their decision to leverage Press Ganey’s technologies and migrate to census-based surveying will allow them to understand their patient population with greater granularity and is a model for all providers. Robust data enhances the understanding of the patient experience at the sub-population level and is the best way to develop targeted, actionable strategies to drive continuous, sustainable improvement. Catholic Health Partners’ decision to expand their partnership with Press Ganey reinforces their long-term commitment to improving quality, safety and delivering a reliable patient experience.”

In addition to broader surveying, Catholic Health Partners will also begin conducting CG-CAHPS surveys, prior to government requirements. Accountable Care Organization (ACO) surveys will also be conducted as a way to measure CHP’s progress on that journey. CHP operates Mercy Health’s ACO and has developed it to include 22,000 Medicare patients.

As one of the largest nonprofit health systems in the country, CHP operates more than 100 health facilities, including 24 hospitals, 15 senior living communities, five hospice programs, eight home health agencies, and a health insurance plan. In keeping with its mission, CHP provided nearly $380 million in community benefit services in 2012.

Press Ganey Associates, Inc.
Recognized as a leader in performance improvement for nearly 30 years, Press Ganey partners with more than 10,000 health care organizations worldwide to create and sustain high performing organizations, and, ultimately, improve the overall health care experience. The company offers a comprehensive portfolio of solutions to help clients operate efficiently, improve quality, increase market share and optimize reimbursement. Press Ganey works with clients from across the continuum of care – hospitals, medical practices, home care agencies and other providers – including 50 percent of all U.S. hospitals. For more information, visit

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Press Ganey's patient satisfaction improvement and patient experience improvement solutions drive targeted healthcare performance improvement for providers across the continuum, including hospitals, medical practices and ambulatory care settings. Press Ganey's clinicians, behavioral scientists and statisticians use advanced healthcare analytics and a deep database of healthcare benchmarks to reveal opportunities that enhance patient care, improve outcomes and control costs. To drive hospital quality improvement, Press Ganey focuses on understanding the perspectives of internal stakeholders, measuring employee engagement, physician engagement and patient engagement, and capturing the voice of the patient to help prioritize improvement efforts.