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New Tool Helps Hospitals Improve Patient Experience, Bottom Lines

Press Ganey Unveils Comprehensive, Interactive Patient Experience Optimizer(SM)

CHICAGO, May 18, 2011 /PRNewswire/ — A new tool, unveiled this week by Press Ganey, can help hospitals create a patient-centered environment to reduce patient defections, improve HCAHPS scores, increase brand equity, and grow revenue and market share.

Creating a better experience for patients is more crucial now than ever due to the integration of public reporting and value-based purchasing. The patient experience is increasingly cited by hospital C-suite executives as a priority, and last year, HealthLeaders Media reported a national study in which close to 80% of health care executives indicated that the patient experience is a business imperative. The Patient Protection and Affordable Care Act and the creation of accountable care organizations will only increase the importance of the patient experience in the years ahead as the value-based purchasing program is implemented and performance is tied to federal dollars.

“We know that improving the patient experience is always top of mind for hospital administrators – especially now that it’s more closely tied to organizations’ bottom lines,” said Richard B. Siegrist Jr., CEO of Press Ganey. “We also know that integration is key to success in both areas, which is why we’ve created a tool that combines a multimedia solution with experts who have hands-on experience at implementing and sustaining service excellence improvement initiatives.”

The Patient Experience Optimizer is a comprehensive, strategic improvement program that is ideal for hospitals that want to improve the patient experience throughout the organization in a systemic way.  The new tool integrates two components – an evidence-based multimedia platform and interventional consulting by Press Ganey experts – to help understand patient expectations, identify unmet expectations and design solutions to address gaps.

This new tool will also help to assess current strengths and weaknesses, analyze the barriers that have prevented improvement in the past, and implement sustainable actions that will result in exceptional patient experiences.

“What really makes this tool unique is that it will help organizations understand how expectations shape patients’ evaluations of their health care experiences,” added Siegrist. “They can then take the next, most important steps in the process and design systems and practices to address patient expectations.”

For more information on the Patient Experience Optimizer, visit

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