Breaking down silos for lasting, impactful culture change

How a NYC-based health system partnered with Press Ganey to revamp its employee listening strategy and improve the patient experience as a result

The health system’s leadership team wanted to double down on
providing safe, high-quality, equitable care—and knew that to do
so, it was imperative to listen to and act on employees’ needs.

However, like many health systems, the team faced several key
challenges when it came to employee listening: the sheer number
of health system employees (48,000), internal survey fatigue,
and most importantly, how to translate feedback data into
meaningful action.

Effective employee listening also requires a highly intentional
effort to ensure leadership isn’t only hearing the loudest or most
powerful voices. Recognizing this is a nearly universal challenge
in the industry, the team wanted to make sure leaders were
hearing from as many employees across the health system as
possible to inform a truly representative strategy.