PG Pulse

Press Ganey
  • 5.0 (3)
  • BUSINESS
  • UPDATED BIWEEKLY

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. Zero harm 24/7: High reliability lessons from Mayo Clinic

    20H AGO

    Zero harm 24/7: High reliability lessons from Mayo Clinic

    For organizations serious about safety, the question isn’t whether zero harm is possible, but instead how to make it operational every day. In this episode of PG Pulse, Dr. Tejal Gandhi, Press Ganey’s Chief Safety and Transformation Officer speaks with Mayo Clinic leaders, Subashnie Devkaran, Chief Quality Officer, and Sean Dowdy, Chief Value Officer, about what it takes to sustain Zero Harm 24/7 in a complex, high-performing health system. Together, they explore how safety culture, transparency, and disciplined daily management systems create reliability at scale and why small behaviors reinforce trust in high-risk environments. This conversation covers: - What Zero-Harm 24/7 requires from leaders - How social capital reinforces reliability - Designing systems that surface risk early - Engaging patients and families as partners in safety - Why safety, value, and the Human Experience are inseparable

    44 min
  2. Trust in action: How WMCHealth and Press Ganey Consulting turn insight into safety and social capital

    JAN 28

    Trust in action: How WMCHealth and Press Ganey Consulting turn insight into safety and social capital

    In this episode of PG Pulse, Brad Fetters, President of Press Ganey Consulting, speaks with Dr. David Lubarsky, President and CEO of Westchester Medical Center Health Network, about what it takes to build trust, safety, and performance at scale. Dr. Lubarsky shares how they worked with Press Ganey’s Consulting team starting with a comprehensive HX Assessment to move from being data-rich to insight-driven, creating alignment across workforce experience, safety culture, trust, and teamwork. The conversation explores why psychological safety and social capital are essential to reliable care and how truth, transparency, and listening to caregivers turn insight into sustained improvement.

    32 min
  3. Reclaiming What Matters: Using Social Capital to Restore Safety, Experience, and Provider Purpose

    08/12/2025

    Reclaiming What Matters: Using Social Capital to Restore Safety, Experience, and Provider Purpose

    When safety, quality, and experience are no longer treated as separate initiatives, healthcare systems can be redesigned around what matters most: the people at the heart of it all. In this episode of PG Pulse, Press Ganey’s Chief Medical Officer, Dr. Thomas Lee, sits down with Dr. Yael K. Heher MD MPH FRCP(C), Chief Quality Officer at Beth Israel Lahey Health, to explore the next chapter in healthcare transformation. From the boardroom to the bedside, Dr. Heher shares how leading systems are breaking down silos and building cultures rooted in empathy, trust, and social capital—where safety is not just measured, but felt, and every voice contributes to a more connected care experience. Topics include: - Why our definition of harm must evolve beyond the physical to include emotional and psychological safety - How patient and employee perceptions of safety are tightly linked to outcomes, experience, and retention - The role of respect, dignity, and feedback in redesigning care delivery - What healthcare boards should prioritize beyond regulatory metrics - Why micro-environments and front-line leadership are key to lasting culture change - How to organize this work—starting with trust, shared purpose, and listening at scale

    19 min
  4. Workforce, Workflows, and Workplaces: What Nursing Needs Now

    05/29/2025

    Workforce, Workflows, and Workplaces: What Nursing Needs Now

    What does it take to lead nursing forward—without losing touch with the front lines? In this episode of PG Pulse, Press Ganey’s Senior Vice President and Chief Nursing Officer, Jeff Doucette, DNP, RN, FACHE, NEA-BC, FAAN, sits down with Betty Jo Rocchio, DNP, RN, CRNA, CENP, EBP-C, Executive Vice President and Chief Nursing Executive at Advocate Health, for a candid conversation about the future of nursing leadership. They share why this moment isn’t about chasing the next big thing, but about solving the right problems with a new kind of roadmap—one rooted in purpose and built for now and what’s next. Together, they discuss: - How the pandemic became the great reset, forcing leaders to hone in on what truly matters - The three essentials shaping the next five years: workforce, workflows, and work environment - What it takes to build a flexible, empowered, and tech-enabled workforce - AI’s role in reducing the cognitive load on both front-line staff and nurse managers - A powerful call to action: Keep dreaming of a better world with the front lines to co-design the systems, strategies, and technologies that will keep us safe and move us forward

    28 min
  5. The Hidden Power of Social Capital in Healthcare’s Strongest Teams

    03/19/2025

    The Hidden Power of Social Capital in Healthcare’s Strongest Teams

    What does it take to build a resilient, future-ready healthcare workforce? The old playbooks won’t cut it. In this episode of PG Pulse, Brad Fetters, President of Press Ganey Consulting, and LeAnne Andersen, Chief People Officer at Emplify Health, reveal why trust, teamwork, and adaptability—not rigid structures—drive real transformation. They explore how agile teams, aligned values, and social capital fuel success, plus tackle today’s biggest workforce shifts—from AI’s role in job sustainability to protecting healthcare workers from burnout and violence. Topics include: - Social capital as a catalyst for change - Agile leadership and the shift from rigid hierarchies - Merging cultures to create a shared identity - The workforce reset: gig work, multigenerational teams, and evolving dynamics - Personalized total rewards that drive engagement - Safeguarding healthcare workers from burnout and violence - AI’s impact on job sustainability Listen now to learn how trust—not tradition—powers the best healthcare teams.

    30 min
  6. The best at getting better: Hartford HealthCare’s relentless pursuit of excellence

    02/19/2025

    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
  7. The human side of healthcare: Balancing compassion and innovation

    01/15/2025

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

    12/05/2024

    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
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Ratings & Reviews

5
out of 5
3 Ratings

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

  • Channel
    Press Ganey
  • Creator
    Press Ganey
  • Years Active
    2024 - 2026
  • Episodes
    18
  • Provider
    Press Ganey

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