Roadmap highlights new investments in AI-powered tools to better predict and proactively improve the human experience of healthcare

Press Ganey, the leader in helping healthcare providers and health plans transform the Human Experience (HX), today announced several new AI-powered products and features at its annual Human Experience Conference in Orlando, FL.

Press Ganey’s President and Chief Operating Officer Darren Dworkin provided the preview to clients and partners via a keynote focused on the impact of AI on the human experience of healthcare—highlighting how healthcare can leverage new technology to deliver safe, high-quality, and compassionate care. Dworkin announced the following products and features as part of its $500 million, five-year investment to bring technology like generative AI to its HX Platform, the industry’s most comprehensive suite of integrated solutions for experience, clinical and safety:

• Predictive Rounding will enhance digital rounding strategies with an advanced machine learning (ML) algorithm that generates personalized priority scores based on patient demographics and previous discharge survey results. An enhancement to Press Ganey’s Digital Rounding offering, this feature – available now – allows care teams to proactively address patient needs and prioritize care to improve outcomes.
• Answer Assist, new to Press Ganey’s Reputation suite of products, allows organizations to quickly reply to online reviews with a Generative-AI powered tool that drafts text that conveys a compassionate, personalized response to each review. More than 20 clients are already using Answer Assist to engage their patients and manage their reputation more efficiently.
• Community Advisory empowers healthcare organizations to better tap into the perspectives of patients, families, and community members. This new offering is seamlessly integrated with Press Ganey’s patient experience solutions, making it simple to recruit, engage, and learn from specific groups about variety of topics – from care experience to safety, and population health. Community Advisory's advanced segmentation helps reach specific demographics and gather feedback through digital focus groups and crowdsourcing initiatives.
• Market Navigator provides a clear picture of brand awareness, equipping organizations with key brand tracking metrics, such as awareness, consideration, likelihood to recommend, and more. Offering a market-specific view, organizations can benchmark against competitors in key markets, pair market research data with reputation insights from online ratings and reviews and connect the dots to the actual experiences of their patients.

At the conference, Dworkin also announced Press Ganey’s investment in building its master person index, the industry’s largest database on patient, member, and consumer feedback. By connecting 5.4 billion patient encounters across the care continuum, Press Ganey’s master person index enables a more holistic view of 312 million individuals along their care journey – from consumer interactions to member engagement and patient care. Combined with AI-powered sentiment analysis on the HX Platform, the master person index will unlock powerful predictive insights, empowering providers and health plans to deliver more personalized experiences.

“With the right expertise and care, technology like generative AI can greatly improve the human experience of healthcare,” said Darren Dworkin, President and Chief Operating Officer of Press Ganey. “Our focus is ensuring the right information is available at the right time, in the right place, for the right people so that care teams and leaders can work towards their goal of ensuring safe, accessible, high-quality care.”

About Press Ganey 

Press Ganey is the leading partner to healthcare providers and health plans improve the experiences of their patients, consumers, and workforce by marrying data with unparalleled technology, analytics, and expertise. Our Human Experience (HX) platform unites and enlivens disparate data, enabling clients to gather, analyze, visualize, and act on key insights to retain talent, improve access to care, and ensure the care journey is safe, equitable, and patient-centered. We are the trusted partner to 41,000+ healthcare provider organizations globally and 85% of health plans in the United States. Press Ganey is a PG Forsta company.

About PG Forsta 

PG Forsta is the leading provider of experience technology, data analytics, and insights that help companies better understand and serve their customers, employees, and stakeholders. PG Forsta powers the Human Experience (HX) Platform – a comprehensive experience and research technology platform that brings together CX (Customer Experience), Employee Experience (EX), Patient Experience (PX) and Market Research. It serves more than 43,000 clients globally across healthcare, financial services, hospitality, market research, professional services, retail, and technology.

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