“Pulling experience data directly into Epic will transform the ability to act on patient feedback”

Driving innovation in patient and consumer engagement, along with optimizing electronic health records have become some of healthcare executives’ top priorities. By connecting experience data into Epic, caregivers will have more information and greater insights about each patient so they can provide that exceptional care.

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The added capabilities to the PX Connect Suite will enable the collection of patient surveys in Epic’s MyChart, speeding up the time between feedback, insight and action. For example, if a patient voices frustration about scheduling a follow-up appointment, Press Ganey can identify the issue using natural language processing capabilities and automatically notify the appropriate teams directly within Epic.

“Pulling experience data directly into Epic will transform the ability to act on patient feedback,” said Darren Dworkin, President and Chief Operating Officer at Press Ganey. “Using AI to understand and analyze sentiment and emotion means we can turn what patients tell us into opportunities to meaningfully impact experience and outcomes.”

Nationally leading health systems, including Vanderbilt University Medical Center and New York University Langone Health, have become early adopters of the PX Connect Suite for Epic.

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“It’s critical that patient-centered care remain at the heart of our mission,” said Brian Carlson, Vice President of Patient Experience at Vanderbilt University Medical Center. “We must continue to drive innovation to ensure that patient feedback is heard, understood and acted upon. Integrating patient feedback and experience data into Epic is an important step in bringing that feedback closer to those who deliver the care.”

“At NYU Langone we have recognized the value of data for excellent care delivery and patient experience,” said Nader Mherabi, Chief Digital and Information Officer of NYU Langone Health. “So it is imperative that the industry work together to harvest the value.”

PX Connect Suite for Epic now includes the ability to provide:

• Patient Portal (MyChart) Surveys: Delivers PX surveys directly into Epic’s MyChart. This provides an additional delivery mode for collecting patient experience data. It currently includes targeted surveys that track patient sentiment across specialties.
• Patient Experience Summaries: Press Ganey analyzes open-ended comments from patients using natural language processing capabilities to surface a summary of insights within Epic, offering individualized guidance to the care team.
• Service Recovery: Issues flagged by a patient in a survey can be automatically routed into Epic’s customer service tool, Cheers, so it can be assigned to the right teams to resolve.

Epic, MyChart, and Cheers are trademarks or registered trademarks of Epic Systems Corporation.