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.