An Unfortunate Situation - Anonymous employee Press Ganey Employee Review

Originally drawn to Press Ganey because of their altruistic focus on reducing patient and caregiver suffering, over the last few years it has been disheartening to see the focus move away from this. The focus is now technology, not the human experience or the improvement of the experience as it is being touted. A change in focus is not necessarily the issue, it’s that the organization continues to stand on a narrative (human experience) that indicates they are something they aren’t. It appears that there is no longer a true desire by executives to help clients improve the experience of their patients. This is evidenced by the lack of training for new client-facing employees, the reduction in force that took out nearly every single person in education, the lack of updated resources and toolkits available to the advisory team, and the unbelievable client load that so many individuals and teams carry. Middle management was largely disconnected. In fact, many were not able to even remotely speak to what their team members were doing day in and day out, let alone be able to do it themselves even if they once did. Over the last two years, responsibilities and roles had shifted so often and so much that consequently, it became challenging for those actively in the roles to know what they were supposed to be doing. And again, with very little educational support or assistance in these client-facing roles. More than anything though, the core of the undoing of this once prestigious organization is the dishonesty of many of the executive leaders followed quickly by utter disrespect towards employees, and even openly towards each other. There is a gross lack of psychological safety within PG and the executive team owns this. Not the middle management, not the employees, but from the very top. Unfortunately, the one at the very top is out of control and has been for quite some time. He is not the leader that the organization needs any longer. For prospective employees, there are plenty of other organizations that are well-established and likely better suited. Looking back at all the reviews from the last two years would be a good idea before jumping into this boat. Sadly, it is likely to sink soon unless something drastic changes.