What is this Press-Ganey business?

Nurses General Nursing

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Specializes in adult ICU.

Never heard of it until I started using this site. I've seen it referred to a bunch of times on here. My facility doesn't use this, so I have no clue. I googled it -- apparently it is some sort of QA/QI company that sends out surveys to patient post-discharge....and what exactly do the hospitals do with this information? From what I've seen on here, it makes nurses lives miserable.

So internal QA/QI departments aren't good enough anymore?

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It's an attempt by management to get in touch with patients. They could accomplish the same thing much more cheaply by going into the rooms, but--ya know.

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I think a lot of hospitals went to Press-Ganey to gather more uniform information. Internal QA/QI audits were good, but you can't really compare them to Hospital X down the street when they're using PG scores. And since we're all about comparison, especially with everyone trying to get Maaaaagnet these days, it's important to be on the same page.

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It is a method of measuring a facilities quality and customer service through an independent impartial third party.

The value of using an independent impartial third party should be obvious.

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Specializes in adult ICU.
It is a method of measuring a facilities quality and customer service through an independent impartial third party.

The value of using an independent impartial third party should be obvious.

OK, I see. Like the value of the Joint Commission is obvious. ;)

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Specializes in LTC Rehab Med/Surg.

It is the survey god. The yardstick by which the hospital measures your performance.

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OK, I see. Like the value of the Joint Commission is obvious. ;)

Well this is why

-Malcolm Baldrige National Quality Award—Since health care organizations started to receive this award in 2002, 9 out of the 11 recipients are Press Ganey clients.

-2009 Consumer Choice Award—150 recipients are Press Ganey clients.

-Fortune’s 100 Best Companies to Work for 2008—9 of 11 health care providers are Press Ganey clients.

-National Quality Health Care Award—11 out of 15 recipients are Press Ganey clients.

-2008 Hospital & Health Networks 100 Most Wired Hospitals and Health Systems—60% are Press Ganey clients.

-2008 US News & World Report America’s Best Hospitals—68% are Press Ganey clients

Hospitals are fighting more than ever for patients, customer service has been cited as an extremely important factor.

P.S.

Although a HUGE PIA I hope everyone recognizes the importance of at least JCAHO...

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Specializes in LTC Rehab Med/Surg.
It is a method of measuring a facilities quality and customer service through an independent impartial third party.

The value of using an independent impartial third party should be obvious.

Patients are not the most impartial people in the world.

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Patients are not the most impartial people in the world.

Oh absolutely not but there has to be some means of unbiased measurement of the patient's experience.

To be honest it doesn't matter a lick if you were Florence Nightingale herself...it only matters if the patient was happy. What is funny is usually they don't care if you just saved their life, they only care if you brought them their chocolate pudding before CSI started :uhoh3:

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Specializes in adult ICU.
Hospitals are fighting more than ever for patients, customer service has been cited as an extremely important factor.

Has anybody actually proven that Press-Ganey scores increase business for hospitals? It seems to be that is what you are trying to get at with the "fighting for patients" quote, am I correct?

Alternatively, I wonder how much of the health care dollar goes in Press-Ganey's back pocket for these types of evaluations....?

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Has anybody actually proven that Press-Ganey scores increase business for hospitals? It seems to be that is what you are trying to get at with the "fighting for patients" quote, am I correct?

Alternatively, I wonder how much of the health care dollar goes in Press-Ganey's back pocket for these types of evaluations....?

A simple Google search will reveal tons of articles and case studies that directly relate the fact that customer service in hospitals directly imacts the bottom line.

I did not go so far to see if there were any studies that directly cited Press-Ganey themselves as the major factor in improving customer service but does it really matter if it is Press-Ganey or Smash-Growey who does the customer research?

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they are evil. EVIL I tell you! theyre little surveys for our "customers" at our "day spas" to fill out and say things like "my nurse was not in the room 1 min after i called" or "my nurse forgot my ice cream!" or "my nurse kept waking me up all night!" aye aye aye...

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