Press Ganey inked a strategic partnership with Microsoft to leverage the tech giant's artificial intelligence and cloud computing capabilities.
The patient experience monitoring company plans to bring new generative AI tools to market, including ambient listening for patient satisfaction, the company said.
Press Ganey conducts surveys, analytics and strategic advisory solutions to help health systems and health plans improve their customer experience, what the company dubs “the human experience of healthcare.”
Earlier in the year, Press Ganey announced the launch of several AI tools—AI Summary, AI Compose and AI Recommend—as part of its $500 million, five-year investment into AI.
Currently, the company offers solutions that track employee well-being, manage digital focus groups and surveys and monitor patient feedback across third-party websites. It also assists health plans to improve performance, avoid penalties and attract new members with their star ratings.
Some of the company’s AI technologies will now be powered by Microsoft’s AI and cloud computing products. The company touts its trove of healthcare data it claims spans 41,000 care sites and 7.6 billion patient encounters.
Press Ganey says it will use Microsoft’s predictive analytics to forecast patient safety concerns and identify emerging trends and high-risk periods. More specifically, the company will integrate Microsoft’s DAX Copilot into its HX (human experience) platform for ambient listening.
Unlike ambient note-taking solutions on the market that generate clinical notes for providers, Press Ganey will leverage ambient listening to analyze the “tone and sentiment” of the clinician-patient interaction. It will assess the data alongside patient experience surveys to help providers be more empathetic toward patients, the company said.
Press Ganey will also use Azure, Microsoft’s cloud platform, to facilitate the sharing of information between healthcare providers while maintaining HIPAA compliance.
Additionally, the company’s AI offerings enable tailored communication to patients, real-time data and coaching to providers and opportunities for organizations to improve organizational efficiency.
The company touts that the AI solutions will “help you better understand individuals and optimize experiences,” its website says.
Press Ganey integrates with a host of electronic health record systems, customer relationship management systems and analytics platforms.
“Press Ganey's collaboration with Microsoft marks a significant milestone in our mission to help healthcare organizations create exceptional experiences for both patients and the workforce,” Darren Dworkin, president and chief operating officer of Press Ganey Forsta, said in a release. “With the integration of Microsoft’s advanced AI technologies, coupled with our deep healthcare datasets, we are poised to deliver new insights and enable truly data-driven transformation in care delivery.”
Peter Durlach, CVP and chief strategy officer of health and life sciences at Microsoft, said: “Press Ganey is a recognized leader in healthcare experience management, and we are proud to collaborate with them to bring innovative, human-centered solutions to the industry. Together, we are leveraging the power of Microsoft Cloud and AI to help transform care quality, support clinicians in reducing administrative workload and improve patient outcomes at scale.”