Press Ganey Acquires Technology Firm to Enable Real-Time, Point-of-Care Patient Feedback

Press Ganey, the leading patient experience improvement firm, has acquired On The Spot Systems®, a point-of-care survey technology firm that enables organizations to capture real-time patient feedback. The acquisition advances Press Ganey’s Patient Voice™ portfolio for health care organizations by adding Point of Care to existing modes of mail, phone, and eSurvey. Point of Care expands feedback via any tablet or mobile device enabling providers to improve patient engagement across the continuum of care.

“We are excited to bring this next-generation technology to our clients as they look to capture feedback across the entire care experience and achieve greater care coordination,” said Patrick T. Ryan, CEO, Press Ganey. “This solution complements our existing suite of services as it allows providers the ability to understand their patients’ experiences in real time and gives organizations the information to perform critical service reliability and recovery measures.”

The software-as-a-service (SaaS)-based solution allows provider organizations to customize surveys for targeted improvement efforts. Patient feedback is immediately emailed to a triage point for service recovery or operational improvement. Actionable data is presented through an online analytics platform featuring innovative dashboards, word clouds, scorecards and trend reports, which can be exported or scheduled for delivery by email.

“Our vision at On The Spot was to develop a solution that would provide richer data delivered through a cutting-edge system,” said Ken Kimmel, president, On The Spot Systems. “Real-time feedback contains deep insights into the patient experience, which when understood in concert with additional patient feedback sources, has the transformative ability to reshape the health care industry. There is no one better positioned to make this a reality than Press Ganey.”