- Survey and program design
- Interactive dashboards
- Data analysis
- Action management
Improved action management and customized performance tracking enabled Vanderbilt Health providers to increase service recovery and further personalize the patient experience.
Vanderbilt Health is an academic regional medical center located in Nashville, serving Tennessee, Kentucky, Alabama, and Mississippi. With a tagline of “Making Healthcare Personal,” its mission and vision revolve around extending health through the personalization of care.
Along the journey to more personalized care, Vanderbilt’s providers were looking for a way to gather consistent patient feedback to monitor behaviors and improve processes. Two groups piloted Press Ganey’s Human Experience platform to listen to the voice of the consumer to answer dynamic questions related to the patient experience. The urgent care team was looking for real-time data that would help them with in-the-moment service recovery, immediately addressing any patient concerns. Meanwhile, anesthesia was looking to track and visualize provider-specific feedback via personalized dashboards.
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