White papers

Building Workforce Trust: Lessons from COVID-19

Resource → White Papers • Added on Aug 25, 2020

This landmark paper focuses on the four critical elements to building trust with and among clinicians, leadership, and other health care personnel and includes a list of high reliability leadership and universal relationship skills to build trust enterprise-wide.

Workforce Engagement During COVID-19: Early Data Highlight Management Priorities

Resource → White Papers • Added on Aug 5, 2020

Though the COVID-19 pandemic has placed extraordinary stresses on health care organizations and caregivers, early engagement data indicate that caregivers feel good about the work they are doing and are confident that it makes a real difference. Download the special report, Workforce Engagement During COVID-19: Early Data Highlight Management Priorities, for a close examination of engagement data during the COVID-19 pandemic and consult Press Ganey's COVID-19 resource library for best practices in crisis situations.

COVID-19 and the New Consumerism

Resource → White Papers • Added on Jul 9, 2020

Based on data analyzed from millions of patients during the early months of the pandemic and more than 3.5 million telemedicine visits, COVID-19 and the New Consumerism: The Critical Importance of Humanity and Building Trust outlines how the pandemic has altered patients’ perceptions of high quality care and identifies immediate actions providers can take to reestablish the foundation of trust with their patients and caregivers to enable optimal care.

The Rapid Transition to Telemedicine: Insights and Early Trends

Resource → White Papers • Added on May 19, 2020

Download the special report for prescriptive recommendations for prioritizing and improving skills to optimize the patient experience as telemedicine becomes an essential care protocol both now and for the foreseeable future.

How COVID-19 Is Shaping the Patient Experience: 2nd Edition

Resource → White Papers • Added on Apr 30, 2020

In a second Special Report, Press Ganey data scientists and linguistic experts analyze more than 7 million comments from patient experience surveys from between mid-February through April 4, 2020. The findings show explosive growth in the number of comments mentioning COVID-19 or coronavirus, and paint a dynamic picture of the patient experience during this unprecedented time.

How COVID-19 is Shaping the Patient Experience

Resource → White Papers • Added on Apr 3, 2020

Download the detailed report on analyses of COVID-19-specific comments, as well as targeted recommendations for best practices to help caregivers address patients’ heightened needs.

2020 Strategic Insights: From Principles to Practice

Resource → White Papers • Added on Mar 5, 2020

Download the report to learn how to achieve sustainable, enterprise-wide excellence that reliably meets the needs and expectations of health care consumers and the teams that care for them.

2020 Nursing Special Report

Resource → White Papers • Added on Feb 20, 2020

As the largest segment of the health care workforce with the most involvement in direct patient care, nurses play a critical role in driving the overall patient experience and ultimately achieving enterprise-wide transformation. This report examines those connections and provides tangible strategies to help organizations commit to a culture of nursing excellence and position themselves for success in today’s consumer-driven health care environment.

Health Care Workforce Special Report: The State of Engagement

Resource → White Papers • Added on Oct 22, 2019

This report highlights new research from Press Ganey on engagement patterns, trends, and themes, and provides insights derived from analyses of engagement responses from more than 1.8 million physicians, nurses, and other health care employees surveyed in 2018.

Workforce Safety: The Road to High Reliability

Resource → White Papers • Added on Oct 1, 2019

This e-book is a result of in-depth conversations with experts in the fields of patient safety and experience and provides insights into motivating and supporting the workforce, removing barriers to achieving Zero Harm.

A Unified Approach to Driving Patient and Physician Loyalty

Resource → White Papers • Added on Jun 6, 2019

A Unified Approach to Driving Patient and Physician Loyalty, establishes the interdependencies of patient and physician loyalty and offers a practical approach for medical practices, hospitals, and health systems to target areas where improvement is likely to make a meaningful impact in multiple areas of organizational performance.

2019 Strategic Insights: Accelerating Transformation

Resource → White Papers • Added on Mar 19, 2019

The special report outlines the key considerations for creating a transformational road map and presents the steps needed to build an organizational culture and purpose-driven workforce to achieve exceptional patient-centered care.

Consumerism: The Role of Patient Experience in Brand Management

Resource → White Papers • Added on Dec 13, 2018

To manage brand perceptions, earn patient loyalty and acquire new patients, health care organizations must leverage the full potential of patient experience data and consider adapting their marketing strategies to appeal to consumers.

2018 Nursing Special Report

Resource → White Papers • Added on Dec 4, 2018

Learn how to optimize and increase retention of your organization’s nursing workforce through understanding the differential needs of nurses.

Performance Insights: Resilience for a Multigenerational Nursing Workforce

Resource → White Papers • Added on Oct 23, 2018

Learn how measuring engagement and resilience can help your nursing workforce.

Driving Organizational Transformation: Metrics and Incentives

Resource → White Papers • Added on Aug 21, 2018

A copy of Driving Organizational Transformation: Metrics and Incentives is available for download. White Paper Introduces an Integrated Approach to Balanced Scorecards and Strategic Incentives to Support Accelerated Improvement

Burnout and Resilience: A Framework for Data Analysis

Resource → White Papers • Added on May 30, 2018

Deconstructing the sources of stress and reward that influence clinicians’ vulnerability to burnout enables health care leaders to develop solutions that target the risk factors, introduce protective factors, and help clinicians rediscover their sense of purpose and achieve professional fulfillment.

2018 Strategic Insights: A Strategic Blueprint for Transformational Change

Resource → White Papers • Added on Mar 29, 2018

Insights in this paper offer an adaptable framework to break down barriers and align people, processes and strategies to the mission of the organization.

2017 Nursing Special Report

Resource → White Papers • Added on Nov 15, 2017

The report includes broad analyses of nurse managers’ significant direct and indirect effects on patient and bedside nurse outcomes across unit types.

2017 Performance Insights: Redesigning Health Care Delivery

Resource → White Papers • Added on Oct 25, 2017

Insights in this paper identify a pathway for redesigning care delivery models to align clinical excellence with the outcomes that matter to patients in order to consistently and reliably meet ED patients’ needs for safe, high-quality care and to reduce their suffering.

2017 Performance Insights: Health Care Improvement Trends

Resource → White Papers • Added on Jul 25, 2017

Insights in this paper offers an analysis of deep patient experience data and insight into specific types of improvements that are most likely to drive performance in patients’ overall ratings of care.

2017 Strategic Insights: Achieving Excellence

Resource → White Papers • Added on Mar 29, 2017

Insights in this paper highlight the convergence of safety, quality, experience and caregiver engagement and the impact on financial and overall performance.

The Role of Workplace Safety and Surveillance Capacity

Resource → White Papers • Added on Nov 15, 2016

Insights in this paper highlight the strategic importance of nurturing a work environment in which nurses feel their physical and emotional safety is an organizational priority.

Environmental Services: Delivering on the Patient-Centered Promise

Resource → White Papers • Added on Nov 7, 2016

A patient's perception of hospital cleanliness is highly correlated with multiple safety, quality, and experience measures.

Rules of Engagement

Resource → White Papers • Added on Oct 25, 2016

Insights in this paper reveal targeted strategies for increasing staff engagement and identify work-unit tiering as key to developing sustainable improvement plans.

A Proposed Quality Report Card for Boards

Resource → White Papers • Added on Oct 19, 2016

Insights in this paper demonstrate how Boards and their management can drive improvement based on metrics that advance the safety, quality and experience of care.

Segmentation: The Power of Data to Reduce Patient Suffering

Resource → White Papers • Added on Sep 14, 2016

Insights in this paper demonstrate how segmented patient data help health care organizations improve performance and gain a sustainable, competitive advantage.

SEC & SSER Patient Safety Measurement System for Healthcare

Resource → White Papers • Added on Jul 27, 2016

An overview of HPI's proprietary Safety Event Classification (SED) and Serious Safety Event Rate (SSER) to provide a consistent methodology for measuring patient harm and improvement in reducing patient harm.

2016 Strategic Insights: Performance Redefined

Resource → White Papers • Added on Mar 22, 2016

As Health Care Moves from Volume to Value, the Streams of Quality are Coming Together. Findings will help you better understand the implications of the industry shift toward value and how your organization can effectively respond to consumer-driven market pressures.

Census Based Surveying for Today’s Consumer-Driven Industry

Resource → White Papers • Added on Feb 4, 2016

Insights in this paper demonstrate how utilizing CBS enables organizations to gain a competitive advantage through robust data collection.

Building a High-Performing Workforce

Resource → White Papers • Added on Jan 14, 2016

Insights in this paper reveal targeted strategies for increasing staff engagement and identify work-unit tiering as key to developing sustainable improvement plans.

Reducing Serious Safety Events: A Critical Dimension of the Patient Experience

Resource → White Papers • Added on Nov 10, 2015

This paper outlines six transformational principles that will help health care entities transform culture and improve patient safety.

The Influence of Nurse Work Environment on Patient, Payment and Nurse Outcomes

Resource → White Papers • Added on Nov 10, 2015

This report examines the impact of work environment on key performance measures.

Increasing Value in the Emergency Department: Using Data to Drive Improvement

Resource → White Papers • Added on Oct 13, 2015

Research and case studies presented in this paper detail insights on how improving ED patients' perceptions of emergency care can help you improve overall organizational performance.

Leadership Strategies for Family-Centered Pediatric Care

Resource → White Papers • Added on Sep 17, 2015

This report is designed to provide health care executives interested in pediatrics with strategies to integrate patient- and family-centered care into clinical operations and culture.

Online Physician Reviews for Improving Care and Reducing Suffering

Resource → White Papers • Added on Jul 13, 2015

This report identifies the common characteristics that contributed to success for three early adopters.

Every Voice Matters: The Bottom Line on Employee and Physician Engagement

Resource → White Papers • Added on Jul 13, 2015

Focusing on employee and physician engagement can help your organization boost patient experience of care ratings, improve quality of care and optimize value-based payments.

Measuring Patient Needs to Reduce Suffering

Resource → White Papers • Added on Jul 13, 2015

This paper focuses on why providers should focus on measuring what matters to patients, identifying unmet needs and improving performance to better meet those needs.

Competing on Patient-Driven Value: The New Health Care Marketplace

Resource → White Papers • Added on Mar 24, 2015

Learn to how to focus your organization's efforts on quality, safety and experiences that can build value for patients in the new health care marketplace.

EDCAHPS Early Adopter Study

Resource → White Papers • Added on Mar 3, 2015

This report provides insight into key findings from the EDCAHPS Early Adopter Study and highlights factors that influence a patient's likelihood to recommend their provider and hospital.

Compassionate Connected Care: A Care Model To Reduce Patient Suffering

Resource → White Papers • Added on Jan 19, 2015

The paper discusses the six themes that emerged from this exercise and how providers can use these themes to target improvement activities.

Reducing Suffering: The Path to Patient-Centered Care

Resource → White Papers • Added on Oct 20, 2014

This report offers guidance for using analytics to positively impact the patient experience and deliver true patient-centered care.

Understanding Patient Loyalty in the Medical Practice Segment

Resource → White Papers • Added on Dec 10, 2013

To help medical groups understand and reduce their vulnerability, Press Ganey has identified the risk factors that define patient subgroups with varying levels of loyalty to their physicians and medical practices. Based on these risk factors, Press Ganey developed and validated an algorithm that can be used by medical groups to benchmark their expected risk of patient attrition and to develop appropriate intervention strategies. This model can be used to profile individual clinicians, as well as entire medical practices, on their proportions of at-risk patients and focus efforts to enhance patient loyalty.

The Rising Tide Measure – Communication with Nurses White Paper

Resource → White Papers • Added on May 7, 2013

STUDY SHOWS NURSE COMMUNICATIONS POSITIVELY IMPACTS OTHER CARE DIMENSIONS In this recent white paper from our Performance Insights series, Press Ganey researchers identify Communication with Nurses as a “rising tide” measure within the value-based purchasing (VBP) framework.

Strategic Insights: Targeted Performance Improvement

Resource → White Papers • Added on Mar 27, 2013

A FRAMEWORK FOR REDEFINING AND IMPROVING THE PATIENT EXPERIENCE In an increasingly competitive environment for reimbursement dollars, health care organizations require innovative, actionable insights to drive improvement. Press Ganey’s 2013 Strategic Insights: Targeted Performance Improvement report addresses the importance of listening to the voice of every patient as a critical component to improving the overall patient experience. Through deeper data capture, in combination with advanced analytics, organizations have the ability to adopt this new approach and recognize true performance improvement.