Press Ganey Introduces Quantifiable Patient Suffering Index

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Healthcare consultancy Press Ganey has introduced a new care framework the company says enables providers to translate patient experience data into categories of unmet patient needs in terms previously not addressed through traditional analysis.

"Powered by advanced analytics, Press Ganey’s new care model statistically defines and measures sources of suffering by converting CAHPS and Press Ganey measures into a single scale that represents the extent to which patient needs have not been met," company executives said. "The four components of the model--clinical excellence, operational efficiency, caring behaviors, and culture--organize and pinpoint opportunities for improvement and highlight the types of action that must be taken in order to better meet patient needs and reduce suffering."

In addition to the four components, the model, called Compassionate Connected Care, delineates between suffering “inherent” to a patient’s condition and suffering that is “avoidable” in the healthcare process, presents a composite score, and provides insight into unmet needs within each category to address patient suffering and influence overall performance.

“As the healthcare industry continues to move toward a more patient-centered approach, provider organizations have the opportunity to drive a better care experience by understanding and addressing suffering through the measurement of unmet patient needs,” said Thomas H. Lee, M.D., Press Ganey's chief medical officer. “By capturing the voice of every patient and interpreting feedback through this construct, healthcare organizations can measure what matters to their patients and systematically improve performance.”

The company concurrently released a new report outlining the model here (registration required).

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