Press Ganey unveils advanced AI solutions to enhance healthcare experiences at HX24

Healthcare professionals understand the power of technology to improve people’s lives. But what if technology could not only treat illness, but also elevate the entire Human Experience of healthcare? That's the future that Press Ganey envisions—and it’s a future the company is actively building toward, along with their clients and partners.
Press Ganey is the leader in helping transform the experience of healthcare, marrying technology with data and expertise. Now, Press Ganey is taking a bold step forward with an additional $500 million, five-year investment that brings technology like generative AI to their Human Experience (HX) platform. 
Press Ganey's HX platform breaks down silos, seamlessly integrating data from experience teams, nursing, HR, safety, quality, digital, marketing, and IT. This holistic view empowers organizations to understand performance across all departments, pinpoint improvement opportunities, and drive positive change from a single, connected hub. At this year’s annual Human Experience Conference in Orlando, FL, Press Ganey announced new AI-powered features and products on their HX platform.

  • Predictive Rounding uses an advanced machine learning (ML) algorithm to prioritize patients and proactively address their needs based on demographics and prior discharge results. 
  • Answer Assist is a generative AI-powered tool that helps organizations quickly respond to online reviews in a compassionate, personalized way. More than 20 Press Ganey clients already lean on Answer Assist to manage their reputations and forge deeper connections with patients, while saving valuable time. 
  • Community Advisory lets organizations tap into the collective wisdom of patients, families, and other members of the community. The solution uses advanced segmentation capabilities to streamline the process of recruiting, engaging, and learning from specific populations and demographics. 
  • Market Navigator reveals a brand’s true footprint, unlocking the right tracking metrics like awareness, consideration, “Likelihood to Recommend” (LTR), competitive benchmarking, and more. 

To power the next generation of AI-enabled products, Press Ganey is embarking on an ambitious project to build a master person index—the industry’s largest database of patient, member, and consumer feedback. The master person index uses big data, machine learning, and sentiment analysis to give organizations insights into needs and preferences at the individual level. This holistic view of a person across their care journey will help organizations provide safer, more personalized care. To date, the tool has identified nearly 312 million individuals—or around 95% of the U.S. population—based on 5.4 billion encounters.
This isn't just about technology. It's about people—the heart and soul of healthcare. It's about restoring the human touch in an increasingly tech-driven world. By putting the right information in the right hands at the right time, Press Ganey helps organizations deliver on their promise of safe, accessible, and high-quality care for all.


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