Press Ganey White Paper Delivers Insights to Redesign Care Delivery

OCT 25, 2017

Report Outlines Steps for Aligning Clinical Excellence with Outcomes that Matter Most to Patients, Using the Emergency Department (ED) as a Case Example

Boston, October 25, 2017— Press Ganey today released its white paper, Performance Insights: Redesigning Health Care Delivery: Lessons from the ED, with new analyses that identify a pathway for delivering care that aligns clinical excellence with the outcomes that matter most to patients. Using the Emergency Department (ED) as a case example, the report provides an evidence-based blueprint for redesigning care models to meet every patient’s needs for safe, high-quality care delivered with compassion and trust.

The report also provides an in-depth analysis of the key drivers that influence patient experience outcomes in the overall ED population as well as subpopulations of patients with shared needs.

“From an operational perspective, the ED is arguably one of the most complex clinical settings in health care,” said Press Ganey CMO, Thomas H. Lee, MD. “Patients and cases in the ED span the full spectrum of complexity and acuity in care delivery. In this way, it is a microcosm of the larger health care system and an ideal setting for evaluating processes that can be applied to multiple care environments.”

The detailed analyses of proprietary Press Ganey data demonstrate that designing care that consistently and reliably meets the needs of ED patients requires:

  • Understanding the trends and variation in patient experience outcomes
  • Identifying the key drivers of those outcomes
  • Segmenting patients by their complexity and needs, and organizing care to address those needs
  • Fostering caregiver engagement by aligning improvement goals with the overarching mission to reduce patient suffering

The findings presented in this report illustrate that in order to be successful, new care delivery models must combine clinical excellence with operational efficiency, caring behaviors and workforce engagement.

A copy of the 2017 Performance Insights report, Performance Insights: Redesigning Health Care Delivery: Lessons from the ED is available for download.