Surveys don't work. PEP Health challenges the status quo:
25 million+
patient
comments
and counting—instantly gathered, filtered, and classified into actionable insights
8.5 million+
unique online
pages
monitored in real-time, spanning social media to review platforms, and providing a comprehensive view of every health system
350,000+
healthcare
locations
tracked daily, enabling real-time performance benchmarking within and across health systems
0
surveys
required!
Organic, freely-given patient feedback only—avoiding the biases and limitations of slow, costly, unrepresentative surveys
Introduction
AI-Powered Patient Experience Insights by PEP Health combines patient-feedback data from every facility that delivers care across the whole of the US. With more than 25 million patients’ comments, across more than 8.5 million unique web pages, this report presents the first ever nationwide investigation of patient experience.
Powered by world-class AI analytics and healthcare-specific language models, the report sheds light on what matters most to patients, providing measurable and customized insights for Health Plans and Health Systems.
While consumers receive customized experiences in many aspects of their life, healthcare has been slow to center delivery models around the patient experience. Traditional models for understanding patient experience, such as surveys, still abound in the healthcare market and are increasingly not fit for purpose.
But solving these challenges requires a deep understanding of patient lives, their challenges, and their preferences. The latest advances in technology and AI offer the opportunity to use new ways of listening to patients, making sense of the millions of pieces of online feedback, and improving healthcare services based on what matters most to patients.
PEP Health generates a proven, trusted, real-time view into what patients really think about their healthcare. We can now provide granular and actionable improvement strategies for any facility, system, or service line across the whole of the US.
The data is out there; it is time for health care organizations to use it to design care that works for consumers. Doing so can lead to more consistent relationships with patients and better adherence to care plans, and will drive the system toward better health outcomes and wellness for all.
Read here the foreword by Aloha McBride, Global Health Sector Leader at EY, about why PEP's revolutionary technology matters.
Introduction
AI-Powered Patient Experience Insights by PEP Health combines patient-feedback data from every facility that delivers care across the whole of the US. With more than 25 million patients’ comments, across more than 8.5 million unique web pages, this report presents the first ever nationwide investigation of patient experience.
Powered by world-class AI analytics and healthcare-specific language models, the report sheds light on what matters most to patients, providing measurable and customized insights for Health Plans and Health Systems.
While consumers receive customized experiences in many aspects of their life, healthcare has been slow to center delivery models around the patient experience. Traditional models for understanding patient experience, such as surveys, still abound in the healthcare market and are increasingly not fit for purpose.
But solving these challenges requires a deep understanding of patient lives, their challenges, and their preferences. The latest advances in technology and AI offer the opportunity to use new ways of listening to patients, making sense of the millions of pieces of online feedback, and improving healthcare services based on what matters most to patients.
PEP Health generates a proven, trusted, real-time view into what patients really think about their healthcare. We can now provide granular and actionable improvement strategies for any facility, system, or service line across the whole of the US.
The data is out there; it is time for health care organizations to use it to design care that works for consumers. Doing so can lead to more consistent relationships with patients and better adherence to care plans, and will drive the system toward better health outcomes and wellness for all.
Read here the foreword by Aloha McBride, Global Health Sector Leader at EY, about why this matters.
It's time to listen to every patient—not just those who fill out surveys!
Never before has every single US healthcare location been mapped and listened to in real time
Patient experience is the ultimate determinant of success. A single star can significantly impact reputation, revenue, and patient retention. The key to improving patient experience is in patient feedback, yet conventional surveys consistently fail to generate the improvements patients need.
With PEP Health, say goodbye to the limitations of surveys and embrace unparalleled, real-time insights that surveys simply can't match.
Using world-class AI, we sift through thousands of patient comments daily that cover every US healthcare provider, and transform them into clear, actionable insights, all in real time! This has never been done before at such unprecedented levels.
Our innovative Patient Experience Platform (PEP) spotlights critical areas across the patient journey and enables nationwide benchmarking. This equips payors and providers to compare performance and implement targeted interventions effectively, yielding maximum benefit and transformative growth.
It's time to listen to every patient—not just those who fill out surveys!
Never before has every single US healthcare location been mapped and listened to in real time
Patient experience is the ultimate determinant of success. A single star can significantly impact reputation, revenue, and patient retention. The key to improving patient experience is in patient feedback, yet conventional surveys consistently fail to generate the improvements patients need.
With PEP Health, say goodbye to the limitations of surveys and embrace unparalleled, real-time insights that surveys simply can't match.
Using world-class AI, we sift through thousands of patient comments daily that cover every US healthcare provider, and transform them into clear, actionable insights, all in real time! This has never been done before at such unprecedented levels.
Our innovative Patient Experience Platform (PEP) spotlights critical areas across the patient journey and enables nationwide benchmarking. This equips payors and providers to compare performance and implement targeted interventions effectively, yielding maximum benefit and transformative growth.
PEP Insights+: Understanding the access crisis across the US
PEP Insights are the healthcare-specific themes which tell you where a system or facility is excelling or struggling. PEP Insights+ go deeper, pinpointing exactly why patient experience is changing in these areas—and unlocking the ability to take targeted action.
The latest PEP Insights paint a concerning picture, showing the national average score for Fast Access—a vital link connecting patients to timely treatments and the right specialists—has plummeted below 3 stars.
PEP Insights+ highlight Waiting Time for Appointments as the primary contributor to these unprecedented lows, revealing excessive wait lists as the top concern and barrier for patients in accessing services. With the precision of Insights+, providers can strategically address these concerns at their source, restoring patient trust and pioneering standards for others while implementing immediate, focused interventions in pivotal areas. This ensures enhancements in quality, cost, and patient experiences.
PEP Insights+: Understanding the access crisis across the US
PEP Insights are the healthcare-specific themes which tell you where a system or facility is excelling or struggling. PEP Insights+ go deeper, pinpointing exactly why patient experience is changing in these areas—and unlocking the ability to take targeted action.
Overall patient satisfaction in the past 12 months
Overall patient satisfaction in the past 12 months
The latest PEP Insights paint a concerning picture, showing the national average score for Fast Access—a vital link connecting patients to timely treatments and the right specialists—has plummeted below 3 stars.
Fast Access in the past 12 months
Fast Access in the past 12 months
PEP Insights+ highlight Waiting Time for Appointments as the primary contributor to these unprecedented lows, revealing excessive wait lists as the top concern and barrier for patients in accessing services. With the precision of Insights+, providers can strategically address these concerns at their source, restoring patient trust and pioneering standards for others while implementing immediate, focused interventions in pivotal areas. This ensures enhancements in quality, cost, and patient experiences.
Dynamic like-for-like benchmarking with trusted PEP scores, spotlighting successes and growth areas—from system to state and provider levels
Detailed insights covering every aspect of the patient journey, from booking appointments and continuity of care to disease pathways and drug experiences
Real-time listening at the population level, capturing the voice of every person with a healthcare experience to share—from validated patients to caregivers and those who have fallen through the cracks—from millions of online pages spanning every US healthcare provider, providing a panoramic view of patient experience across the nation
PEP benchmarks service lines nationwide
PEP covers all service lines
PEP captures the entire spectrum of patient experience across the US, and monitors all service lines, in every state, daily. This enables PEP to benchmark the performance of a single service line, allowing comparison between facilities, and even between different systems.
Spotlight on Oncology care experience
Taking Oncology as an example service line, PEP's analysis has revealed that New York, Tennessee and Florida have had the biggest improvement in Oncology patient experience in the last six months, with scores increasing by up to 14% compared to the previous six months.
In contrast, Oncology care in Oregon had the largest decline, falling by 20% in the same period.
Understanding what drives Oncology scores
PEP's AI-powered analysis goes beyond simple benchmarking, and identifies the specific aspects of patient care which drive differences in patient experience.
The largest differences in patient experience scores between the top and bottom states were seen in Continuity of Care and Communication & Involvement, indicating that these areas of care represent the most effective targets for interventions.
PEP benchmarks service lines nationwide
PEP covers all service lines
PEP captures the entire spectrum of patient experience across the US, and monitors all service lines, in every state, daily. This enables PEP to benchmark the performance of a single service line—allowing comparison between facilities, and even between different systems.
Spotlight on Oncology care experience
Taking Oncology as an example service line, PEP's analysis has revealed that New York, Tennessee and Florida have had the biggest improvement in Oncology patient experience in the last six months, with scores increasing by up to 14% compared to the previous six months.
In contrast, Oncology care in Oregon had the largest decline, falling by 20% in the same period.
Understanding what drives Oncology scores
PEP's AI-powered analysis goes beyond simple benchmarking, and identifies the specific aspects of patient care which drive differences in patient experience.
The largest differences in patient experience scores between the top and bottom states were seen in Continuity of Care and Communication & Involvement, indicating that these areas of care represent the most effective targets for interventional action.
Provider systems can use PEP's service line benchmarking to critically assess their services, identify strengths, and implement necessary, targeted changes. Payors can use it for assessing health systems, in value-based contracting and steering customers towards high-value care.
PEP predicts HCAHPs performance—up to 9 months in advance!
Get ahead of hospital ratings and unlock the triple aim with our real time feedback
PEP scores are validated against HCAHPS hospital ratings, and quality composite scores. PEP scores reliably differentiate between hospitals earning 3-star and 4-star on HCAHPS.
Furthermore, they consistently predict HCAHPS ratings up to 9 months before scores emerge, and ensure a more direct link between new reimbursement models and experience. This establishes PEP as the leading, timely tool for proactive improvement efforts.
PEP scores predict HCAHPs ratings
Get ahead of HCAHPS hospital ratings and and unlock the triple aim with our real-time feedback
PEP scores are validated against HCAHPS hospital ratings, and quality composite scores. PEP scores reliably differentiate between hospitals earning 3-star and 4-star on HCAHPS. Furthermore, they consistently predict HCAHPS ratings up to 9 months before scores emerge, and ensure a more direct link between new reimbursement models and experience. This establishes PEP as the leading, timely tool for proactive improvement efforts.
PEP boasts holistic data integration in our roadmap
Electronic medical records
Investigating commentary and how it relates to patient experience in real-time, including scheduling, continuity of care, and emotional support.
Social determinants of health
Investigating and understanding how variation in care affects individuals and whole populations.
Life sciences
Identifying and mapping disease pathways and drug experiences. Discovering patients’ unmet needs and poor services in patient experience.
Centers for Medicare and Medicaid services
Successfully replaces the ineffective and costly CAHPS program, providing a more direct link between new reimbursement models and experience.
PEP boasts holistic data integration in our roadmap
Electronic medical records
Investigating commentary and how it relates to patient experience in real-time, including scheduling, continuity of care, and emotional support.
Social determinants of health
Investigating and understanding how variation in care affects individuals and whole populations.
Life sciences
Identifying and mapping disease pathways and drug experiences. Discovering patients’ unmet needs and poor services in patient experience.
Centers for Medicare and Medicaid services
Successfully replaces the ineffective and costly CAHPS program, providing a more direct link between new reimbursement models and experience.
PEP insights support payors and health system providers to:
o View trusted and independent KPIs on experience for value-based agreements
o Design high-quality networks to benefit patients and optimize steerage and resources
o Drive Star Rating improvements with transparent and reliable real-time data
o Unlock the triple aim: improving quality, cost, and experience
o Use AI-powered market intelligence to differentiate in a competitive market
To learn more, email us at enquiries@pephealth.ai
Built with Shorthand