What is "Press Gainey"?

Miss Mab · Jan 11, 2008

I keep seeing Press Gainey referenced, but don't know who they are, what they do.....

They are the devil.........

ScooterNurse · Jan 11, 2008

That I gathered!!

Miss Mab · Jan 11, 2008

Ok, I'm sorry ScooterNurse. Very knee jerk reaction from me.I do apologize.

Press Ganey is a company that created a specific metric--and one that can be adjusted to a specific hospital/area/whatever they want to use it for---to use as a tool to guage "customer" service and patient "perception" of their hospital visit.

They are surveys that get sent out to patients after they are discharged. They ask many questions that, in actuality, are important to kno the answers to: Were your needs addressed, did your questions get answered, etc.

The problem is, many hospitals tie rewards and benefits to the outcomes of these surveys---above all else. And many times they also apply punitive measures to the staff as well. Like, it's more important that you provided a pillow promptly to a patient's family member than getting to the pharmacy for a med FOR that patient.It's just misplaced priorities. Gotta get a 10 on the survey---perception is now more important than reality.

Also, another thing that really gets me is just WHO they send these surveys to. It can just as easily be the pt. who AMA'ed as it is someone who actually followed their care plan and completed their hospital course. Gee, ya think the AMA patient is likely to give the staff or hospital a '10'? But let's count them just the same anyway...

ARGGGHHH.....nevermind, they are the devil.......

ScooterNurse · Jan 11, 2008

Ahh, now I understand the comments I've been reading about them. Thanks for the info!

squeakykitty · Jan 11, 2008

And the selfish "entitled" people give a low rating because they didn't get their way right then, there, now, and exactly the way they want it. Never mind the sicker person in the next room who may be having an MI.

bigsyis · Jan 11, 2008

And the selfish "entitled" people give a low rating because they didn't get their way right then, there, now, and exactly the way they want it. Never mind the sicker person in the next room who may be having an MI.

:angryfire:no::flmngmd:That used to make me furious when I was working in the hospital. Just the thought of it makes me furious now.

meownsmile, BSN, RN · Jan 11, 2008

Press Gainey is also used for employee feedback for hospital administration. They survey employees yearly and employee satisfaction is ranked. A hospital worth its salt will use the employee surveys to help increase employee satisfaction and improve relationships between administration and employees. It is working faily well in our hospital and suggestions from employee surveys are trying to be implemented into policy. We have had several changes in the way decisions are made and things are done as a direct result of employee opinion and recommendation from action samples from press gainey employee surveys.

TexasPediRN · Jan 11, 2008

They are the devil.........

LOL- I saw the title of this thread and the exact words I wanted to post were:

"they are the devil"

Looks like you beat me to it!!

squeakykitty · Jan 11, 2008

:angryfire:no::flmngmd:That used to make me furious when I was working in the hospital. Just the thought of it makes me furious now.

The thought of it makes me mad, too. They need some serious limits set with their behavior, and not have it rewarded.

jessiern, BSN, RN · Jan 11, 2008

Just today a patient got mad because they couldn't eat (NPO because of ct lungs). My supervisors exact qoute was "gee, I hope he don't give us a bad survery because we won't feed him"

classicdame, MSN, EdD · Jan 11, 2008

I had a hospital visit myself. The surveyor's questions were so vague that even I did not know how to interpret them and I am on the patient satisfaction committee. I believe in outcomes measurement but this is not measuring ----- heck, what does it really measure? Once people get their bill they are mad at the world and would love to tell you about it.