press ganey powerpoint presentation

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Video Summary

Press Ganey has launched an updated version of Press Ganey Online, a state-of-the-art Human Experience (HX) platform for organizations seeking to improve performance. The platform features intuitive dashboards with clear visuals of key insights, trends, benchmarks, and patient comments. These dashboards are tailored for various user levels including executives, managers, physicians, nurses, and staff. The platform also allows a detailed view of organizational structure through its highest-level enterprise dashboard view, and health system, service line, and facility views.

The new Press Ganey Online introduces dynamic analytics and dashboards like the Provider Scorecard, Comments dashboard, and the Patient Needs dashboard. It also includes CAHPS survey performance dashboards such as the new Star Ratings dashboard and CAHPS summary dashboard.

To further enhance user experience, the platform offers tools and resources for learning and customization, including a comprehensive e-learning Resource Center, solution starters, online courses, and an advanced Query Tool. Press Ganey’s HX platform aims to help organizations deliver safe, high-quality, patient-centered care by providing a robust and comprehensive view of performance.

Video Transcript

We're excited to introduce the new Press Ganey Online. This state-of-the-art reporting platform will help you quickly identify the greatest opportunities to transform and improve performance across your organization. With powerful market-leading insights, analytics, and comparative benchmarks, this integrated digital reporting platform is designed to help you engage stakeholders, drive improvement, and sustain results.

Sifting through long, detailed reports can be challenging and time-consuming. To help identify your top opportunities, the dashboards in Press Ganey Online deliver intuitive, easy-to-understand visuals that engage all users with a clear presentation of key insights.

The dashboards are all in the same format and layout, with key metrics such as performance and section details, trends and benchmarks, including information about patient comments, and a priority index. You'll quickly see the important information that you’ll need, so you can act and improve.

Each dashboard is designed to present the most relevant view for each user, from executives to managers, physicians, and caregivers. There's the highest-level enterprise dashboard view, as well as system, service line, and facility views.

With easy drill down throughout your organization, you'll have great flexibility to see both high-level and granular details. And with consistent data views across all functions and levels, it's easier to focus and align different parts of the organization on the same priorities.

The new Press Ganey Online includes several totally new dynamic online analytics and dashboards. The new Provider Scorecard dashboard shows results for a single provider, including item-level details such as physician communication skills and the likelihood to recommend the provider.

This is available for the medical practice setting where the survey is specific to a provider. With the new Comments dashboard, users can access a sentiment summary, along with the powerful ability to dynamically search, filter, and view comments by time frame, service, and keyword. Sharing comments is an effective way to connect your staff to direct patient feedback, help remind them of the difference they make every day, and make performance opportunities more tangible, helping to drive improvement.  

The new Patient Needs dashboard presents data based on the Compassionate Connected Care framework to help prioritize opportunities for actions to reduce patient suffering. We have also introduced new dashboards for CAHPS performance, including the new Star Ratings dashboard to help you anticipate how HCAHPS or HHCAHPS performance will translate into CMS Star Ratings, and a new dynamic online CAHPS summary dashboard.

What's more, the new Press Ganey Online is easy to learn and use. We've created a series of new tools that can be found in the comprehensive e-learning Resource Center. Users can connect insights to action with solution starters, online courses, best practices, and more. And when you want to drill deeper and customize your information, the completely new Query Tool offers great power to create focused and specific reports. Key new capabilities include expanded data filters and flexibility, and the ability to combine service lines, as well as new built-in graphing and reporting.

As the state-of-the-art digital reporting and analytic engine for Press Ganey's transformational solutions, Press Ganey Online provides a robust view of performance to help your organization understand, monitor, and improve the delivery of safe, high-quality, patient-centered care. Learn more about how Press Ganey can help support your transformational journey.  

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Home Consulting & expertise overview Wellbeing resource hub

WORKFORCE WELL-BEING COLLABORATIVe

Advance the well-being of the healthcare workforce

As part of our commitment to advance the well-being of all healthcare employees, these resources are available to Collaborative members.

Catholic Health Services partner spotlight

• Introducing our ongoing partner spotlight and Dr. Michael Moskowitz
• Understanding Physician Feedback
• Data as our North Star
• Top Resource Recommendations from the Experts

Webinar recordings

• Building a Respectful Culture, One Step at a Time
• Supporting the Third Victim: Prioritizing Well-being in Patient Safety Teams
• Meeting Leaders Where They Are: Strategic Support for Managers with Main Line Health [59:05]
• Preparing for the PUMP and PWFA Acts [1:01:04]
• Workforce well-being and patient experience: Improving in turbulent times [1:00:49]
• Beyond COVID-19: Best practices for supporting nurses and healthcare teams [59:50]
• Building from baseline – How to accelerate into workforce well-being [59:28]
• Supporting caregiver mental health with the American foundation or suicide prevention   [57:31]
• The culture “blueprint” – How to drive and sustain improvement in employee well-being   [58:49]
• From surviving to thriving – Building leadership structures to support employee well-being   [58:40]
• Supporting resiliency through effective communication skills   
• Healthy nurse, Healthy Nation™ – Supporting nurse well-being with the american nurses association   [58:35]
• Fostering autonomy – 5 things you need to know to nurture a growth mindset in your culture   [59:17]
• Bring back the fun – Building a resilient culture through connection at work   [59:35]
• Mindfulness for skeptics – Proven ways to combat burnout, promote decompression, and retain staff   [58:12]
• Caregiver staffing crisis – Real solutions for today’s biggest challenge   [59:26]
• Addressing employee burnout – Lessons learned from the US military   [55:55]
• Enriching resilience   [57:57]
• Emotional & mental health in action – Tenets of support   [57:21]
• Emotional & mental health in action – Collaborative member examples   [58:42]
• Physical and psychological safety – High reliability in wellness    [57:56]
• Introduction to the collaborative – Addressing health care’s burnout crisis and more   [58:10]
• Coaching for success: Incorporating well-being strategies to lead an engaged workforce [1:00:07]
• Workforce Well-being Collaborative Learning Series presents: the Dr. Lorna Breen Heroes’ Foundation [1:01:20]

Press Ganey publications and resources

• From one battlefield to another (Part 4) : Bring back the fun to drive resilience, engagement, and pride   [Blog]
• From one battlefield to another (Part 3) : Designing structures to win during an extended healthcare crisis   [Blog]
• From one battlefield to another (Part 2) : How to foster leadership and retain top performers   [Blog]
• From one battlefield to another (Part 1) : Improving caregiver well-being in the face of COVID-19   [Blog]
• Employee and physician engagement: insights and trends from COVID-19   [Blog]
• 3 steps to avert physician and nurse suicide   [Blog]
• 4 immediate intervention every leader should consider   [Blog]
• Tackling workplace violence and compassion fatigue in healthcare   [Blog]
• Coaching for success presentation [PowerPoint]

External publications

• Research: How Successful Health Care Organizations Keep Worker Morale Up [hbr.org]
• Patient experience and clinician well-being aren’t mutually exclusive   [hbr.org]
• Why so many women physicians are quitting   [hbr.org]
• Development and expression of a high-reliability organization   [catalyst.nejm.org]
• Supporting clinicians during Covid-19 and beyond — learning from past failures and envisioning new strategies   [nejm.org]

• Preferences

Press Ganey Scores - PowerPoint PPT Presentation

Press Ganey Scores

Press ganey scores research on promptness in returning calls, helpfulness on the telephone, and wait before going to an exam room – powerpoint ppt presentation.

• Research on Promptness in Returning Calls, Helpfulness on the Telephone, and Wait Before Going to an Exam Room
• Press Ganey report and data analysis
• Peer group benchmarks
• Promptness in returning calls
• Helpfulness on the telephone
• Wait before going to an exam room
• Solutions and suggestions
• The Good News
• Perhaps surprisingly, patients are often very complimentary when writing comments on their patient surveys. In fact, almost half of all patient comments are positive.
• Patients are three times more likely to write a positive comment about their nurse or physician than a negative comment.
• The Not So Good News
• Communication between hospital staff and patients continues to need improvement.
• Communication is a key driver of satisfaction.
• Patients want more attention and credence given to their personal needs.
• quotes from Pulse Report on www.pressganey.com
• What Is Most Important
• The top priority for improving hospitals, from the patient perspective, is the ability to respond to their concerns and complaints.
• A hospitals ability to provide attention to the patients needs is the strongest predictor of a facilitys overall performance score on the HCAHPS public reporting tool. HCAHPS, or Hospital Consumer Assessment of Healthcare Providers and Systems, was developed under the direction of the Centers for Medicare and Medicaid Services (CMS). Beginning with discharges in July 2007, hospitals are required to participate in HCAHPS to receive full CMS reimbursement.
• Survey Standards for DHJ
• (from Director John Hayes)
• average of 125 surveys per month sent to patients 198 surveys sent in a the last two months
• 9 average returned rate or about 11 surveys returned per month
• taken from reports on www.pressganey.com
• Patient Issues
• patients want immediate resolution of their concern
• staff members are not offering the answer that patients want
• patients perceive that staff members are not meeting their needs due to cultural differences
• Staff Issues
• there is not enough time or staff to return calls promptly
• patients are not available when staff members call
• patients are not providing telephone numbers where DHJ can easily reach them
• patients perceive reasonable delays in callback times as poor service
• Patient Dissatisfaction
• loss of current and new patients
• misunderstandings about services leads to a loss in JPS reputation
• cost of a patients complaint equals loss in dollars ()
• - lawsuits and other legal
• proceedings
• Steps in Patient Complaint
• patient contacts Patient Relations
• Director notifies staff
• staff member researches complaint and conducts an inquiry
• staff member calls and meets with patient to present answers
• resolved on the spot noted in files
• reduced staff affects morale and productivity and leads to less helpfulness on the telephone
• good time management is needed
• universal telephone system
• - calls in queue patients get
• lost in call tree and are holding for 15 minutes or longer
• - need an enhanced single
• telephone system to support
• a large volume of calls
• patient seeks help right away for all concerns
• patients believe that JPS owes them high quality service at no cost
• patients perception of how issues they have are handled or answered can be either
• - helpful or
• - not helpful
• needs met and responses correspond to patients questions
• receives a call back within 2 hours
• receives a follow-up call from their doctor
• appointments are available same day
• Not Helpful
• does not receive a call back in a timely manner
• staff members are not answering when phones ring
• providers are not hearing what patients are saying
• Registration
• check-in time taking an average of 5-8 minutes
• slow internet access
• - A2K takes less time per
• patient than Net Access
• - dropped transactions
• can take gt5 minutes
• Steps in Registration
• give educational information to patient
• verify demographic/ask questions
• scan/verify insurance
• consent/HIPAA forms
• receive co-pay
• put on armbands
• MDs show up late
• providers take too long between patients
• providers take time teaching residents as well as treating patients
• providers may handle emergency procedures and schedules fall further behind
• physicians do not have quick access to patient clinical information
• medical records are not available at time of visit
• support staff members are sometimes shared between providers
• patient shows up late
• patient does not have proper information
• pediatric patients require different forms
• non-compliant or difficult patients require more time to register and treat
• patients hate waiting and leave without being seen by a provider
• patients take smoking and bathroom breaks and staff needs to search for them
• patient visit type changes from a simple follow-up to a longer medical procedure
• patients miss follow-ups and require referral appointments, but referrals are hard to get since there are not enough specialists
• patients schedule appointments but will show up at a walk-in clinic they prefer walk-ins over appointments
• DNKA rate (DHJ) 23 for April 2007
• - 2,484 patients scheduled and 571 DNKA
• YTD rate (DHJ) 19
• - 12,430 patients scheduled and 2,349 DNKA
• patient liaison/advocate position
• use of automated Televox callback system to its fullest extent
• clearly inform patient of when to expect a return call
• clarify patients expectations of what DHJ can immediately do for them
• Quotes from staff members
• need to specify on survey how long the wait for return phone call is we
• may be calling back in a reasonable timeframe from a medical standpoint,
• but some (most) pts. are unrealistic in their expectations. Waiting longer
• than 5 mins. is too long for some and they will give low marks
• pt. wants an instant/complete answer to their call regardless of the issue.
• Some things are not resolved in 15-30 mins. maybe before the end of
• hire a dedicated phone operator (PBX)
• create a better mix in the staffing model
• re-enforce customer service behavior with staff
• patient orientation to learn DHJ processes
• provide discharge instruction sheet and informational handouts to patients
• Quotes from some DHJ staff on tone of voice
• a caring tone is low and well modulated,
• with an underlying smile in tone
• when you express and transmit through your
• voice that you really care in a soft tone, you
• identify yourself with patients concerns and
• Controllable
• physicians starting work on time
• getting patients in and out of exam rooms faster
• improve current practice management system to create faster registration times
• Uncontrollable
• self-service kiosks similar to the ones in airports
• improving Net Access software to make it more user-friendly
• Press Ganey 2007 Report
• The Press Ganey Hospital Pulse Report Patient Perspectives on American Health Care finds patients want care that is safe, complete, and delivered in a manner that respects their personhood.
• Responding to concerns with compassion and sensitivity is essential to providing quality patient care.
• The bottom line is, if hospitals listen to what patients are saying then they can offer them better quality health care.

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