According to a recent report from Sage Growth Partners, nearly half (49%) of hospital executives now cite patient experience as their top strategic priority and see AI as essential to achieving it.
But as these leaders in healthcare are learning, not all AI is created equal.
Legacy vendors are responding to the shift by layering AI on top of outdated survey data. These efforts may look modern on the surface, but they still rely on feedback that is:
- Solicited
- Delayed
- Siloed
- Often unrepresentative of the full patient journey
Others have expanded into “reputation management,” scraping social media and review sites. But the underlying models are often generic sentiment tools designed for retail, not healthcare. They flatten rich patient narratives into oversimplified categories that miss what matters most.
Real AI Starts with Real Patient Voices
At PEP Health, we didn’t add AI to an existing solution. We built our technology from the ground up to reflect how patients actually talk about care, using the language they use, in the places they share it every day.
- Our models are trained on hundreds of thousands of real, unsolicited patient comments
- We analyze 45 million+ patient voices to produce over one billion insights
- Our outputs achieve 99% accuracy and are independently validated
- PEP Scores reliably forecast HCAHPS and Medicare Advantage performance months in advance
Because our framework is built around seven internationally recognized experience domains, every insight is actionable, guiding teams toward specific, practical improvements across areas like access, communication, emotional support, and treatment. And because it is standardized and scaled across the whole US, our market insights help leaders see the bigger picture, isolating strengths and pain points, benchmarking against peers, and identifying emerging risks and opportunities across entire regions, networks, or service lines.
It’s this combination of accuracy, foresight and inclusivity that allows us to capture more voices, more objectivity, more actionability, and more stages of the care journey than any survey or generic AI ever could.
We believe experience intelligence must be:
- Purpose-built for healthcare, not adapted from another industry
- Grounded in patient language, not survey constructs
- Validated and standardized, so insights are consistent and comparable
- Inclusive by design, capturing more voices across every phase of the care journey
As executives make patient experience a top strategic priority, the question isn’t whether to use AI, but whether the AI you choose truly understands your patients.
Reach out to schedule a demo or learn more about the PEP Score ⟶
