Press Ganey has expanded its PX Connect Suite with new Epic Workshop integration that will allow healthcare organizations to capture and act on patient sentiment and feedback right within Epic.
Building on the previous Epic partnership, the integration will enable caregivers to gain greater insights about each patient to provide exceptional care. The added capabilities to the PX Connect Suite will enable the collection of patient surveys in Epic’s MyChart, streamlining the feedback and response process. In cases where a patient expresses frustration about scheduling a follow-up appointment, Press Ganey's natural language processing can detect the issue and automatically alert the relevant teams within Epic.
PX Connect Suite for Epic includes features like Patient Portal Surveys, Patient Experience Summarize, and Service Recovery. While Patient Portal currently includes targeted surveys that track patient sentiment across specialties, Patient Experience Summaries analyzes open-ended comments from patients using NLP to provide a summary of insights. Issues flagged by a patient in a survey can be automatically routed into Epic’s customer service tool, Cheers, so it can be assigned to the right teams to resolve.
“Pulling experience data directly into Epic will transform the ability to act on patient feedback. Using AI to understand and analyze sentiment and emotion means we can turn what patients tell us into opportunities to meaningfully impact experience and outcomes,” said Darren Dworkin, President and Chief Operating Officer at Press Ganey.
Healthcare institutions such as Vanderbilt University Medical Center and New York University Langone Health, have become early adopters of the PX Connect Suite for Epic.
“It’s critical that patient-centered care remain at the heart of our mission. We must continue to drive innovation to ensure that patient feedback is heard, understood and acted upon. Integrating patient feedback and experience data into Epic is an important step in bringing that feedback closer to those who deliver the care,” said Brian Carlson, Vice President of Patient Experience at Vanderbilt University Medical Center.
