PG Pulse

Press Ganey
PG Pulse

Welcome to PG Pulse, Press Ganey’s podcast where we dive deep into healthcare innovation and the Human Experience. In each episode, celebrated leaders across the industry—and beyond—explore the dynamic interplay between the people, processes, and technology shaping the future of healthcare. As we chart a new course for patient experience, employee engagement, safety and quality, clinical outcomes, and more, PG Pulse is your go-to source for insights and thought leadership. Join us, as we unpack challenges, dissect complexities, and pioneer solutions to drive meaningful, sustainable, industry-wide change, together.

  1. The best at getting better: Hartford HealthCare’s relentless pursuit of excellence

    FEB 19

    The best at getting better: Hartford HealthCare’s relentless pursuit of excellence

    In healthcare, standing still means falling behind. Leading organizations don’t defend the status quo—they dismantle it, embedding continuous improvement into every action. It’s not about being the best, but the best at getting better. Tune in to the first episode of season 2 for a dynamic conversation between two CEOs and longtime friends. Jeff Flaks from Hartford HealthCare and Press Ganey's Pat Ryan discuss bold leadership, breaking norms, and why people—not deep pockets or pedigree—shape the future of healthcare. Together, they explore: - How Hartford HealthCare ensures a personalized yet consistent experience across all facilities, delivering top-tier care to 23,000 people every day. - Balancing breakthroughs with the basics: AI and emerging tech can transform the industry—but only if handoffs, rounding, and safety are done right. - Investing in communities and meeting people where they are, especially through outreach programs like street medicine and pop-up clinics. - What happens when a health system stops simply treating patients, and starts partnering with them, marking a shift from transactional models to relationship-driven health. - The deep connections between food, housing, and healthcare, plus the urgent need for policy-driven solutions to repair social safety nets that have long failed those who need them most. What’s next, from AI anticipating needs, to home care redefining access, to precision medicine personalizing treatment—all advancing safety, efficiency, and equity like never before.

    36 min
  2. The human side of healthcare: Balancing compassion and innovation

    JAN 15

    The human side of healthcare: Balancing compassion and innovation

    In a data-driven world, the human element in healthcare often gets overlooked. But what if healthcare could balance compassion with innovation and clinical outcomes?  In this episode of PG Pulse, Press Ganey Chairman and CEO Pat Ryan talks with David Dill, Chairman and CEO of LifePoint Health from the floor of Nashville Healthcare Sessions. Together, they discuss how purpose-driven leadership is reshaping healthcare. Guided by quality and compassion, they explore LifePoint’s innovative approaches to exceptional care, resilient teams, and community uplift—all rooted in a simple philosophy: Do the hard stuff with heart.   Tune in to learn:   - How to build a resilient workforce supported by systems, not just individual grit.   - Ways to create a culture of belonging and community responsibility.   - Why leading with quality drives financial success and strengthens partnerships.   - How organizations can power economic growth.   - The role of new technologies in expanding care access and enhancing the patient experience.

    31 min
  3. From search to experience: how AI is changing consumer behavior and safety in healthcare

    2024-12-05

    From search to experience: how AI is changing consumer behavior and safety in healthcare

    AI has matured from buzzword to building block of highly successful healthcare organizations. It’s fundamentally reshaping how consumers find and choose care, and empowering organizations to deliver safer, higher-quality experiences. But, while its potential is immense, so too are the challenges. In this episode of PG Pulse, Press Ganey Chief Safety and Transformation Officer Dr. Tejal Gandhi sits down with Reed Mollins, SVP, Digital Services, to discuss AI’s impact on safety and the consumer experience—and more.   Tune in to explore:  - AI’s growing role in the pursuit of zero harm, including its ability to predict and prevent safety events   - How AI is reshaping the consumer journey—especially search—as well as the unexpected connections between marketing and safety  - Navigating issues of trust and transparency, including ethical considerations around informed consent and potential biases   - How AI reduces repetitive tasks and cognitive load, so the workforce can deliver the safest, highest-quality care  - The dangers of creating a two-tiered system, where resource-rich organizations zoom ahead, and smaller ones struggle to keep up  - How can we harness this technology responsibly, without losing the human connection at the heart of our industry

    47 min
  4. Helping healers heal: Empowering human potential in healthcare

    2024-11-07

    Helping healers heal: Empowering human potential in healthcare

    How does a complex healthcare system ignite culture centered around individual well-being? As challenges like burnout, compassion fatigue, and staffing shortages echo throughout the industry, the solution may be rooted in something deceptively simple: human connection—and an understanding that, despite our differences, we have more in common than we think. In this episode of PG Pulse, Press Ganey Chairman and CEO Pat Ryan sits down with Jeremy Segall, Assistant Vice President and System Chief Wellness Officer at NYC Health + Hospitals, for a candid discussion on workforce well-being—and the stark realities of working in healthcare today. They explore the power of connection, the link between employee well-being and patient experience, and how this alignment speaks to the heart of healthcare: our shared humanity. Join the conversation for insights on: - The science of workforce well-being—as well as its ripple effect across patient safety, experience, loyalty, and more - Helping employees bring their authentic self to work, and developing psychological safety as the foundation for a thriving healthcare ecosystem - Leading with vulnerability, modeling compassion, fostering empathy, and building resilience within a high-stakes, high-stress environment - The power of peer networks and social capital, plus best practices around cultivating an environment where employees feel valued and supported, respected and empowered - Promoting a culture where seeking support is a strength, not a stigma - Modeling generosity of spirit, integrity, and accountability to inspire a culture where everyone leaves the workplace better than they found it

    58 min
  5. Putting members first: Blue Shield’s data-driven approach to exceptional experiences 

    2024-09-24

    Putting members first: Blue Shield’s data-driven approach to exceptional experiences 

    In today’s complex, ever-changing healthcare environment, member experience is the ultimate battleground. Consumers have more choice than ever, but access remains a massive barrier to care. Health plans must constantly innovate to meet their needs and stay ahead of the curve, even when the goalposts keep moving. Hosted by David Shapiro, Press Ganey General Manager of Member Experience, this episode of PG Pulse features Christine McKinney, VP Marketing and Member Experience at Blue Shield of California, to dissect the intricacies of member experience today. Learn how the health plan leverages quantitative and qualitative data to personalize the healthcare journey for a diverse population of 4.6 million individuals. Tune in to explore: - How Blue Shield stays on the pulse of evolving member needs by actively listening, and turning qualitative feedback into quantifiable insights that drive action. - Key strategies for identifying the moments that matter in the member journey, and how to use these touchpoints to improve the experience. - How Blue Shield leverages insights from surveys, digital interactions, and AI to identify pain points and implement targeted solutions, tailored to different populations. - Blue Shield’s initiatives around benefit education, empowering members to successfully navigate healthcare and improving outcomes. - How to translate net promotor scores to business outcomes like member engagement, member retention, and profitability. - The power of personalization in a data-driven, digital-first environment. - The technological advancements—including virtual care and member health records—shaping the future of seamless, integrated experiences.

    28 min
  6. Let’s talk about it: A new path to youth mental health

    2024-08-26

    Let’s talk about it: A new path to youth mental health

    Youth mental health has reached crisis levels, alarming healthcare providers across the country. Social media, which makes people feel excluded and sets unrealistic expectations. Algorithms, which amplify dangerous content and create echo chambers of negative feedback. The ongoing pressures of being young today. And not enough mental healthcare providers to keep up with demand. This "perfect storm" creates a vicious cycle: The less accessible mental healthcare is, the more severe mental health issues become. Charlie Health is tackling these challenges—and more—head-on. In this episode of PG Pulse our host, Dr. Tom Lee, Press Ganey’s Chief Medical Officer, sits down with Dr. Caroline Fenkel, Cofounder and Chief Clinical Officer of Charlie Health, to examine the rise in youth mental health issues, and what’s fueling it. They discuss the impact of social media on the next generation—both its pitfalls and its potential to bring people together. Tune in to learn:   - How “social” is social media, really? It is, in part, responsible for an offline isolation epidemic. But when used correctly and thoughtfully, technology can be part of the solution to the mental health crisis among teens and young adults.   - The power of community—on and offline: Explore the importance of connection and support in mental health recovery. See how Charlie Health fosters peer relationships through virtual group therapy and how its team is revolutionizing mental healthcare through accessible, evidence-based treatment.   - Why mental health, like physical health, can’t wait: See how Charlie Health is addressing the urgent need for timely mental health support by eliminating waitlists and providing immediate access to care, via teletherapy—and making sure mental healthcare is accessible to all.

    27 min
  7. One system, one culture: Cultivating trust and belonging at Cook Children’s

    2024-07-23

    One system, one culture: Cultivating trust and belonging at Cook Children’s

    At the heart of every thriving healthcare organization is a strong workplace culture. But how do you create continuity and make sure everyone feels like they belong, when employees are scattered far and wide? Hosted by Jessica Dudley, MD, Press Ganey’s Chief Clinical Officer, this episode of PG Pulse explores how Cook Children's Health Care System has built, and maintained, a culture of excellence. From humble beginnings as a 30-bed hospital to the regional powerhouse it is today, they delve into the complexities around scaling culture and preserving a consistent identity—despite growing pains. Join us as Dr. Dudley sits down with Cook Children’s VP of Brand and Team Experience Kathy McLean, VP of Experience Megan Chavez, and Chief Administrative Officer Keith Holtz to discuss how they prioritize connection, collaboration, and social capital. Tune in to learn: · Strategies for keeping workers engaged, supporting their well-being, and reducing employee burnout · How to use data to measure and improve your workplace culture · Tips for creating a consistent and positive experience for staff, patients, and their families, no matter where they are

    26 min
  8. Redefining nurse resilience in the age of innovation

    2024-06-12

    Redefining nurse resilience in the age of innovation

    The nursing workforce is the backbone of healthcare. Beyond serving as front-line clinicians, they deliver holistic care by providing emotional support and connection alongside their medical expertise—all essential components of optimal outcomes. Hosted by Jeff Doucette, Press Ganey's Chief Nursing Officer, this episode dives into the real, raw, and inspiring realities of nursing today. He’s joined by Orlando Health’s David Willis and Cedars Sinai’s Annie Azor-OCampo—the two winners of the peer-nominated HX24 Nursing Excellence Award—to explore what ignites nurses’ passion, how to cultivate resilient teams, how to forge human connections in the digital age, and the art of self-care in the face of uncertainty. These nursing leaders got together at HX24 to discuss: - How nurses can reclaim a sense of self and build resilience amid the relentless daily pressures on the job, and the importance of celebrating wins big and small. - The undeniable power of active listening, open communication, and collaborative problem-solving—not just to minimize burnout, but to build truly thriving teams. - How to leverage technology for efficiency, while safeguarding the human connection so essential for exceptional patient care. - Opportunities on the horizon, and how nursing leaders can reignite the flame of hope for long-tenured nurses as well as the next generation.

    29 min
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About

Welcome to PG Pulse, Press Ganey’s podcast where we dive deep into healthcare innovation and the Human Experience. In each episode, celebrated leaders across the industry—and beyond—explore the dynamic interplay between the people, processes, and technology shaping the future of healthcare. As we chart a new course for patient experience, employee engagement, safety and quality, clinical outcomes, and more, PG Pulse is your go-to source for insights and thought leadership. Join us, as we unpack challenges, dissect complexities, and pioneer solutions to drive meaningful, sustainable, industry-wide change, together.

Information

  • Creator
    Press Ganey
  • Years Active
    2024 - 2025
  • Episodes
    13

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