PG Pulse

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

    12 THG 8

    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 phút
  2. Workforce, Workflows, and Workplaces: What Nursing Needs Now

    29 THG 5

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

    19 THG 3

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

    19 THG 2

    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 phút
  5. The human side of healthcare: Balancing compassion and innovation

    15 THG 1

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

    05/12/2024

    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 phút
  7. Helping healers heal: Empowering human potential in healthcare

    07/11/2024

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

    24/09/2024

    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 phút
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Giới Thiệu

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.

Thông Tin

  • Nhà sáng tạo
    Press Ganey
  • Năm hoạt động
    2024 - 2025
  • Tập
    16

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