How Press Ganey Uses AI to Make Healthcare More Human

Sentiment analysis can be a blunt instrument indicating only if the sentiment was positive or negative. What if there were a way to understand the nuances more deeply?

// By Althea Fung //

Healthcare providers constantly seek ways to improve the patient and employee experience, but in many cases the most valuable insights are hidden in plain sight. Open-ended survey responses, call center transcripts, online reviews, and employee comments are rich with meaning but challenging to analyze at scale.

Press Ganey, the Indiana-based healthcare analytics and performance improvement company, is tackling that challenge head-on by greatly expanding its artificial intelligence (AI) and natural language processing (NLP) capabilities.

Mike Thompson, chief analytics officer at Press Ganey

“We’re sitting on millions of open-ended comments every year,” says Mike Thompson, chief analytics officer at Press Ganey. “They’re full of insight, but they’re hard to quantify. That’s where AI comes in.”

Over the past few years, Press Ganey has made a major investment in AI and NLP to help its healthcare clients better understand patient needs. Now, the organization has rolled out a program that analyzes open-ended questions on surveys, social media comments, and posts on review websites to find actionable insights.

Here, we look at how these expanded capabilities make a difference in call centers, some surprising findings about what patient feedback really reveals, and how deeper insights lead to change.

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