The Improving Health Care blog provides the latest advice and insight about performance and outcomes from industry experts.

The Strategic Consulting blog – written by our award-winning team of experts – for an in-depth look at leading best practices and lessons learned from their work with more than 1,400 health care organizations.
  • Fighting Fake News and Building Trust on the Web

    Added on Dec 10, 2019

    By Thomas H. Lee, MD, Chief Medical Officer

    Trust is something in short supply in most aspects of life these days, particularly in today's "fake news" social media climate. As health care consumers look more and more to online reviews and ratings when seeking care, the Internet has become a platform where trust between consumers and health care providers has the potential to be built or destroyed. Lessons learned from other business sectors can help organizations in their mission to deserve trust by nurturing a highly reliable culture with a holistic perspective on excellence.

  • The State of Workforce Engagement: Tapping into Generational Expectations

    Added on Nov 7, 2019

    By Lauren Keeley

    As reported in a new white paper on the state of workforce engagement in health care, Press Ganey researchers analyzed responses from more than 1.8 million physicians, nurses, and other health care employees surveyed in 2018 and identified wide variation in engagement by profession, demographics, geography, and other variables. This blog series will deconstruct the findings to tease out those that are likely to have the greatest impact on organizational outcomes and will offer recommendations for driving and sustaining improvement. The focus of this month’s post is generational differences in engagement.

  • Medical Practice Roundtable: UUH Helps Providers Meet Patient, Physician Needs

    Added on Oct 30, 2019

    By Diana Mahoney

    In the first of an ongoing series of interviews focusing on ways high-performing medical practices are meeting some of today’s most pressing care delivery challenges, Mari Ransco, Director of Patient Experience at University of Utah Health, discusses how that organization is helping its provider groups create work environments that address both patient and physician needs.

  • Let’s “Give It Up” for Nurses through Compassionate, Connected Care

    Added on Oct 28, 2019

    By Diana Mahoney

    A Facebook post featuring an exhausted nurse who routinely puts her patients before herself sparked an outpouring of comments and an instinctive need to acknowledge nurses' capacity for caring, but also their need to be cared for. In her book, The Antidote to Suffering: How Compassionate Connected Care Can Improve Safety, Quality, and Experience, Press Ganey Chief Nursing Officer Christy Dempsey stresses that it is incumbent upon health care leaders to nurture organizational cultures that support caring for caregivers as well as patients.

  • Meeting the Real and Virtual Needs of Today's Health Care Consumer

    Added on Oct 16, 2019

    By Lauren Keeley

    This blog describes how telemedicine will not change what patients want from their providers, but it will force health systems to rethink their organizational structures to best meet the changing expectations of those they serve. As telemedicine becomes more prevalent, health care providers must keep their eyes on what matters to patients, striving to adapt and respond to the needs of patients as consumers. Inspired by Chrissy Daniels' roundtable at the 2019 PX Summit.

  • Measuring Consumer Loyalty: Why the Net Promoter Score Is Not Enough

    Added on Sep 24, 2019

    By Diana Mahoney

    On its own, the Net Promoter Score as a measure of consumer loyalty doesn't provide the insights needed to drive improvement. Recommendation intent is one piece of a much larger puzzle that requires deep data and advanced analytics to understand what consumers want and need and how to keep them coming back.

  • A Rock-Solid Safety Lesson

    Added on Jul 2, 2019

    By Diana Mahoney, Editorial Director

    Health care leaders attending the Press Ganey 2019 Safety & High Reliability Executive Summit last month in Denver received a gift of magnetite to remind them of their responsibility to continuously direct and set the course to a safety culture.

  • Reflecting on the Virginia Beach Shooting: Lessons for the Health Care Workplace

    Added on Jun 20, 2019

    Alan Bennett, Manager, Transformational Services

    Hospitals and health care organizations can look to each other as well as other industries and workplaces to learn how to best prepare, respond to, and prevent violent incidents. Leadership cannot prepare or anticipate every situation, but they can reduce injuries and assaults in the health care workplace if they continue to seek out and implement measures for protecting their team members and patients.

  • Workforce Safety Panel: Committing to a Highly Reliable Workforce

    Added on May 22, 2019

    By Andrea Fitzgerald, Staff Writer

    In the final installment of a seven-part series, Press Ganey experts offer insights and reflections from their own experiences in health care and other industries to encourage and support health care leaders considering an organizational commitment to Zero Harm.

  • The Road to Transformation: What Adult Medicine Can Learn from Pediatrics

    Added on May 7, 2019

    By Rachel Biblow, Senior Vice President, Transformational Solutions

    To progress along their transformational journeys, adult care organizations can learn and adapt strategies from leading pediatric hospitals to create an organizational culture that supports true patient centeredness. Care coordination, facility design, and integrative medicine are just some areas in which pediatric systems are leading the way to transformation.