Press Ganey Launches Service Behaviors Optimizer(SM), a New Tool to Help Hospitals Enhance Patient Experience

New Solution Aimed at Providing Sustainable Solutions within Service Behaviors for Hospitals

Jun 20, 2012, 08:00 ET from Press Ganey Associates, Inc.

SOUTH BEND, Ind., June 20, 2012 /PRNewswire/ -- Press Ganey Associates, Inc. today launched a new solution, Service Behaviors Optimizer(SM), designed to give hospitals a complete training program to improve HCAHPS results by producing sustainable gains in essential aspects of an organization's service culture. Press Ganey currently works with more than 2,500 hospitals in the U.S. offering strategic solutions to improve every aspect of their operations, including delivery of care, quality of patient experience and financial strength of the organization.

"Hospital leaders aren't simply looking for their staff to be trained on customer service skills," said Debbie O'Brien, senior vice president of consulting and education services at Press Ganey. "They are looking for ways to drive service excellence improvement. Our new program is a direct response to the need for hospital leaders to deploy a sustainable solution."

Service Behaviors Optimizer is a comprehensive, customizable training and consulting solution that enhances key service behaviors to deliver a better patient experience, thus improving HCAHPS scores. It encompasses proven methods derived from Press Ganey's experience as the leading submitter of HCAHPS data.

Service Behaviors Optimizer offers a series of live, onsite learning events to ensure a long-term effect on patient service. The program includes an extensive assessment phase, multiple workshops and individual coaching and feedback sessions with managers. All of these steps evaluate and reinforce the material so that it becomes embedded as part of the hospital's service culture. In addition, the content and structure of the curriculum was created specifically to support lasting behavioral change.

"We kept hearing from our hospital clients that they tried other training packages, but their results evaporated soon after the trainer left," said O'Brien. "We believe that is because many programs implement a fixed system of behaviors and rules, without any customization or personalization. What makes our new tool unique is that we encourage and enable participants to personalize their behavioral strategies so they can be integrated effectively into daily routines. This process fosters employee engagement, which will drive continued commitment."

For more information, visit or call 800.232.8032.

Press Ganey Associates, Inc.
Recognized as a leader in health care performance improvement for more than 25 years, Press Ganey partners with more than 10,000 organizations worldwide to create and sustain high performing organizations, and, ultimately, improve the overall health care experience. Press Ganey offers a comprehensive portfolio of solutions to help clients operate efficiently, improve quality, increase market share and optimize reimbursement. The company works with clients from across the continuum of care – hospitals, medical practices, home care agencies and other providers – including 50 percent of all U.S. hospitals. For more information, visit

SOURCE Press Ganey Associates, Inc.