# PEP Health

> The Patient Experience Platform


## Posts

- [“Plans Will Live or Die by Their Star Ratings”: Competing in the New Era of Medicare Advantage](https://pephealth.ai/plans-will-live-or-die-by-their-star-ratings-medicare-advantage/)
- [Why Treating Online Patient Reviews as Reputation Undermines Trust and Performance](https://pephealth.ai/why-treating-online-patient-reviews-as-reputation-undermines-trust-and-performance/)
- [How Health Systems Use Emotional Support Insights as Operational Intelligence](https://pephealth.ai/how-health-systems-use-emotional-support-insights-as-operational-intelligence/)
- [How PEP Health Uncovered a Leading Health System's Hidden Competitive Risks](https://pephealth.ai/pep-health-uncovered-health-systems-hidden-competitive-risks/)
- [The Strategic Value of Patient Feedback You’re Already Sitting On](https://pephealth.ai/unsolicited-and-unignorable-the-strategic-value-of-patient-feedback/)
- [How Health Systems Are Using PEP Health’s Fast Access Insights](https://pephealth.ai/how-health-systems-are-using-pep-healths-fast-access-insights/)
- [How Health Systems Are Using PEP Health’s Effective Treatment Insights](https://pephealth.ai/pep-health-effective-treatment-insights-helping-health-systems-improve-care/)
- [Modern Healthcare Features PEP Health as a Key Tech Investment for Healthcare Executives](https://pephealth.ai/modern-healthcare-features-pep-health-as-key-tech-investment-for-healthcare-executives/)
- [Andy Gerch Appointed as PEP Health's First Chief Growth Officer](https://pephealth.ai/andy-gerch-pep-health-first-chief-growth-officer/)
- [The State of Patient Experience Intelligence for Payers Heading into 2026](https://pephealth.ai/the-state-of-patient-experience-intelligence-for-payers-2026/)
- [How ECU Health Orthopedics Increased New Bookings by 10% Using Unsolicited Patient Feedback](https://pephealth.ai/ecu-health-pep-health-orthopedics-case-study/)
- [Not All AI Is Created Equal: Why Healthcare Needs Purpose-Built Experience Intelligence](https://pephealth.ai/purpose-built-experience-intelligence-healthcare-ai/)
- [PEP Health's 2026 US Hospital Rankings for Patient Experience in Becker's Hospital Review](https://pephealth.ai/pep-health-2026-hospital-rankings-patient-experience/)
- [2026 US Hospital Rankings for Patient Experience](https://pephealth.ai/2026-us-hospital-rankings-for-patient-experience/)
- [PEP Health Shortlisted For Fierce Healthcare Awards](https://pephealth.ai/pep-healths-shortlisted-fierce-healthcare-awards/)
- [Where Surveys Stop: Real-Time Experience Intelligence](https://pephealth.ai/where-surveys-stop-real-time-experience-intelligence/)
- [Patient Experience, Not Just Reputation: Why PEP Health Is Built for Healthcare](https://pephealth.ai/patient-experience-not-reputation-pep-health-is-built-for-healthcare/)
- [Peer-Reviewed HCAHPS Validation Proves PEP Health Is an Early Indicator of Hospital Quality](https://pephealth.ai/pep-health-leading-indicator-hospital-quality-hcahps-validation/)
- [PEP Health's Methodology Validated Against HCAHPS in Journal of Patient Experience](https://pephealth.ai/pep-health-validated-against-hcahps-journal-of-patient-experience/)
- [The Patient Experience Gap in Value-Based Care](https://pephealth.ai/2025-white-paper-patient-experience-gap-in-value-based-care/)
- [Driving Star Ratings & Value-Based Care with PEP Scores](https://pephealth.ai/driving-star-ratings-and-value-based-care-with-pep-scores/)
- [New Research Reveals Every 1-Point Drop in Patient Experience = $45M in Lost Revenue](https://pephealth.ai/patient-experience-revenue-loss-45m/)
- [PEP Health's Trust Score Is Featured in Hospitalogy](https://pephealth.ai/pep-health-trust-score-hospitalogy/)
- [20 US Hospitals Leading in Effective Treatment in 2025](https://pephealth.ai/2025-effective-treatment-spotlight/)
- [PEP Health's Trust Score Is Featured in MedCity News](https://pephealth.ai/https-medcitynews-com-2025-05-healthcare-trust/)
- [PEP Health's Trust Score Is Featured in Becker's Hospital Review](https://pephealth.ai/pep-health-trust-score-beckers-hospital-review/)
- [The Missing Metric: Bringing Patient Trust Into Focus](https://pephealth.ai/2025-white-paper-the-missing-metric-bringing-patient-trust-into-focus/)
- [20 US Hospitals Leading in Emotional Support in 2025](https://pephealth.ai/2025-emotional-support-spotlight/)
- [How PEP Scores Offer an Early Warning System to Payers' Quality Metrics](https://pephealth.ai/how-pep-scores-offer-an-early-warning-system-to-payers-quality-metrics/)
- [PEP Health's PEP Score Is Featured in Becker's Hospital Review](https://pephealth.ai/new-publication-in-beckers-hospital-review-beyond-surveys/)
- [10 US Hospitals Leading in Fast Access in 2025](https://pephealth.ai/10-u-s-hospitals-leading-in-fast-access-in-2025/)
- [The PEP Score: A New Approach to Measuring Patient Experience](https://pephealth.ai/the-pep-score-a-new-approach-to-measuring-patient-experience/)
- [PEP Health Partners with ECU Health to Advance Patient Experience Through Real-Time AI Insights](https://pephealth.ai/ecu-health/): PEP Health Partners with ECU Health to Advance Patient Experience Through Real-Time AI Insights PEP Health, the AI-powered patient experience platform trusted by leading health systems, today announced a strategic partnership with ECU Health, a mission-driven rural academic health system known for its excellence in patient experience and commitment to rural health and wellness. This collaboration provides ECU Health with real-time, AI-driven patient and community insights, allowing for a more inclusive, proactive, and data-informed approach to improving the patient experience through the wisdom of unsolicited patient feedback. View the article.
- [10 US Children's Hospitals Leading in Emotional Support in 2025](https://pephealth.ai/top-childrens-hospitals-for-emotional-support/)
- [PEP Health's Response To The CQC’s A&E Rankings](https://pephealth.ai/our-response-to-the-cqcs-ae-rankings/)
- [US Hospital Rankings - 2025](https://pephealth.ai/us-hospital-rankings-2025/)
- [NHS A&E Rankings – 2024](https://pephealth.ai/nhs-ae-rankings-2025/)
- [US Hospital Rankings - 2024](https://pephealth.ai/us-hospital-rankings-2024/)
- [US Cardiovascular Rankings - 2024](https://pephealth.ai/us-cardiovascular-rankings-2024/)
- [US Oncology Rankings - 2024](https://pephealth.ai/us-oncology-rankings-2024/)
- [US Children's Hospital Rankings – 2024](https://pephealth.ai/us-childrens-hospital-rankings/)
- [Powering Patient Experience: The State of Experience in Healthcare](https://pephealth.ai/powering-patient-experience-2024-white-paper/)
- [Closing Patient Experience Gaps with PEP Health’s Dashboard](https://pephealth.ai/closing-patient-experience-gaps-with-pep-healths-dashboard/)
- [Validating PEP Scores as a Leading Indicator of Hospital Performance](https://pephealth.ai/validating-pep-scores-as-a-leading-indicator-of-hospital-performance/)
- [30% Year-On-Year Improvements in Patient Experience with the PEP Score](https://pephealth.ai/pep-impact-30-year-on-year-improvement-in-experience-scores-with-pep-healths-dashboard/)
- [PEP Health Is Featured in Hospitalogy](https://pephealth.ai/pep-health-featured-in-hospitalogy/)
- [Behavioral Health Patient Experience Across the US – 2024](https://pephealth.ai/lorem-ipsum-dolor-sit-amet-consectetur-adipiscing-2/): Behavioral Health Patient Experience Across the US – 2024 This month, we took a deeper look at Behavioral Health Patient Experience in every state across the US. We collected and analyzed over 14M patient comments across the US since 2022. Out of these, we identified 172,360 patient comments related to mental health across 39,691 unique locations providing behavioral healthcare in every state. View the report
- [Giving Patients a Voice: How to Improve the Healthcare Experience](https://pephealth.ai/lorem-ipsum-dolor-sit-amet-consectetur-adipiscing-3/)
- [Healthcare Experience Roundtable at the UK Embassy (Washington, DC)](https://pephealth.ai/healthcare-experience-roundtable-at-the-uk-embassy-washington-dc/): Healthcare Experience Roundtable at the UK Embassy (Washington, DC) In May of 2024, PEP Health and the UK Embassy in Washington hosted a roundtable featuring global healthcare leaders, vice chairs of equity, chief patient experience officers, VPs of health plans, frontline clinicians, and Capitol Hill influencers. The message was clear – a shift is underway in healthcare. There is an urgent need for innovative patient experience measurement tools to keep pace with technological advancements and empower healthcare organizations to meet patients’ evolving demands and expectations by genuinely listening to them. “Coming out alive is significantly more important than can I park my car, but it all adds  [...]
- [Key Drivers of Success Revealed for the Top 20 US Facilities for Oncology Patient Experience](https://pephealth.ai/key-drivers-of-success-revealed-for-the-top-20-ranked-us-facilities-for-oncology-patient-experience/): Key Drivers of Success Revealed for the Top 20 US Facilities for Oncology Patient Experience This month’s rankings reveal the top 20 healthcare facilities in the US for patient experience in oncology, available now to download. Leading the way is Cincinnati Children’s Hospital with a PEP Score of 4.95, followed by runners up, Piedmont Healthcare and Providence St. Joseph Health. With an average score of 4.91, the key drivers of success among the top 20 healthcare facilities are: Continuity of Care: Smooth transitions within and across healthcare facilities, and continuity throughout the healthcare journey Fast Access: Efficiency and ease of access to  [...]
- [Top 15 US Hospitals for Cardiology Patient Experience – 2024](https://pephealth.ai/top-15-hospitals-for-patient-experience-in-cardiology-new-ranking-data/): Top 15 US Hospitals for Cardiology Patient Experience – 2024 The top 15 rankings are available now to download – if you’d like to know where your hospital ranks, get in touch at enquiries@pephealth.ai. Our latest cardiovascular care rankings reveal the top 15 hospitals in the US currently leading the way in heart health according to patients. This is based on our in-depth analysis of over 600 eligible hospitals and clinics nationwide and more than 30 million unique online patient comments. Providence St. Joseph Health locations dominate the leaderboard again, with the Swedish Medical Center – First Hill Campus in Washington taking top spot,  [...]
- [30 Best US Hospitals for Patient Experience – 2024](https://pephealth.ai/30-best-hospitals-for-patient-experience-in-2024-new-ranking-data-released-by-pep-health/): 30 Best US Hospitals for Patient Experience – 2024 The top 30 rankings are available now to download – if you’d like to know where your hospital ranks, get in touch at enquiries@pephealth.ai. PEP Health has released its 1st US-wide ranking of hospitals today that has been featured in Becker’s Hospital Review. To rank the top U.S. hospitals for patient experience in 2024, PEP Health have gathered and analyzed more than 30M online patient comments, the 2024 hospital ranking is based on all comments collected from Jan. 1-Dec. 31 2023. Unlike other ranking tables, PEP Health considers only the most recent data to provide an  [...]
- [What Patients Think - Texas 2022](https://pephealth.ai/what-patients-think-tx/)
- [British Journal of Midwifery Publishes Case Study with Royal Surrey and PEP Health](https://pephealth.ai/british-journal-of-midwifery-publishes-patient-feedback-case-study-with-royal-surrey-and-pep-health/): The British Journal of Midwifery (BJM) has this month published a case study of the Royal Surrey NHS Foundation Trust’s experiences using the PEP Health platform to identify and gather publicly available feedback from social media and online patient groups. From the article: “The platform automatically identifies and gathers publicly available feedback from a variety of online platforms, including social media sites such as Facebook and online patient groups. The unit staff have found it invaluable to collate both positive and negative feedback monthly for each ward area to share at relevant meetings and drive service improvements. During 2020, almost 800  [...]
- [Royal Surrey NHS Foundation Trust Improve Maternity Patient Experience by 30% Using Real-Time Patient Feedback](https://pephealth.ai/royal-surrey-county-hospital-nhs-foundation-trust-improve-patient-experience-by-30-using-real-time-patient-feedback/): Royal Surrey NHS Foundation Trust Improve Maternity Patient Experience by 30% Using Real-Time Patient Feedback This case study was reported in Building Better Healthcare in January 2022. The PEP Health and Royal Surrey Partnership Over the last two years, Royal Surrey County Hospital NHS Foundation has been working with PEP Health to improve patient experience scores across the trust. Using the PEP Health dashboard, Royal Surrey’s maternity department, which delivers 3,000 babies per year, was able to make impressive improvements to patient experience across the pregnancy journey. By analysing patient comments in real time they were able to: Increase awareness of antenatal classes  [...]
- [How Online Feedback Plays a Key Role in Identifying Variation and Improving Patient Experience](https://pephealth.ai/how-online-feedback-plays-a-key-role-in-identifying-variation-and-improving-patient-experience/): The Journal of mHealth this month published a paper by PEP Health co-founder Dr Meghan Leaver looking at how patient experience can be analysed and improved at a local ICS-level as NHS England moves towards its new organisational structure: “Data and machine learning enable us to generate innovative solutions to the current challenges in patient experience and quality improvement. By listening to patients at scale we can use the ‘wisdom of the crowd’ and harness their collective knowledge. This data can then be used to benchmark departments, providers, regions, and national trends, as well as the variation in critical points along  [...]
- [Using Online Patient Feedback to Understand Critical Incidents Due to COVID-19](https://pephealth.ai/hello-world/): As the COVID-19 pandemic has entered its second year, it continues to place unprecedented demand on health systems around the world. The NHS has been forced to adapt to this increased burden while also managing vaccination and booster rollouts. A resulting impact on patient experience is to be expected, however for the first time, using PEP Health’s Patient Experience dashboard, we can quantify this effect in real time – and use the insights to understand differences across whole populations, organisations, departments, and aspects of patient care. The surge in confirmed COVID-19 cases in the last month, driven by the omicron variant,  [...]
- [Improving the Experiences of People with Rare and Less Common Cancers Through the Power of the Written Word](https://pephealth.ai/improving-the-experiences-of-people-with-rare-and-less-common-cancers-through-the-power-of-the-written-word/): Improving the Experiences of People with Rare and Less Common Cancers Through the Power of the Written Word Overview From 2020-2021, as part of a Cancer Improvement Collaborative, PEP Health worked with NHS England, 25 Cancer Alliances and 12 participating NHS trusts to help investigate and improve the experiences of people with Rare and Less Common Cancers (RLCC). The Cancer Collaborative is a network of shared learning between these 25 Cancer Alliances whose aim is to lead the way in healthcare service improvement. A core objective of the NHS Cancer Plan is to improve patient experience for people living with and  [...]
- [What Patients Think - UK 2021](https://pephealth.ai/what-patients-think-uk-2021/)
- [Is Enough Being Done to Ensure People Living with Obesity Receive Equal Access to Care?](https://pephealth.ai/is-enough-being-done-to-ensure-people-living-with-obesity-receive-equal-access-to-care/): By Dr Meghan Leaver, Co-Founder, PEP Health Over the past two decades, the prevalence of obesity in the UK has increased, and it is predicted to continue to rise by 2050. Despite the prevalence of obesity, a longstanding issue has been access to services and care, which has been identified as a key priority to be addressed as part of the government’s obesity strategy. The government’s prioritisation of obesity has been underscored during the coronavirus pandemic – research evidence has revealed the higher risk of severe illness from COVID-19 for people living with obesity. However, while much of the discourse around  [...]
- [Democratising the Patient Experience](https://pephealth.ai/democratising-the-patient-experience/): COVID-19 pandemic has exacerbated inequalities in healthcare PEP Health insights reveal patients are well placed to report acts of discrimination Patient Experience data should be considered in the development of health inequalities policy and improvement programs The impact of the COVID-19 pandemic has replicated existing health inequalities and, in some cases, has increased them. PEP Health is a data source agnostic platform that gathers and analyses patient comments from a multitude of publicly available sources such as Facebook, Twitter, NHS.UK, SMS, digital webforms and more. Text based patient comments are where the richest insights are found and may be especially effective  [...]
- [PEP Health Insights support patient safety and inspection outcomes](https://pephealth.ai/pep-health-insights-support-patient-safety-and-inspection-outcomes/)
- [Significant Variation in Maternity Services During COVID-19](https://pephealth.ai/significant-variation-in-maternity-services-during-the-covid-19-pandemic/): Maternity care in England continues to be associated with avoidable harm, resulting in cases of serious disability, psychological trauma and substantial burdens on the health system, including the significant costs associated with litigation. Identifying variation from the National Mean in a near real time way could provide unique insight into emerging safety issues and declining performance, enabling Trusts, the regulator, ICS’s and the system to benefit from actionable insight to drive quality improvement. Our custom platform PEP Health uses real-time patient insights derived from over 10 million comments a year including traditional survey sources and digital sources such as publicly available  [...]
- [How Can Patient Voice Help Us Fight COVID-19?](https://pephealth.ai/how-can-patient-voice-help-us-fight-covid-19/): The role of the community in battling the unprecedented current health crisis is vital. With more than 500,000 citizen volunteers signing up to support the NHS during this unprecedented time of need, the role of the public in is clear. In fact, we have known for some time that the collective wisdom of public; friends, family and patients can inform and educate the healthcare system about the delivery of quality care, in a contemporaneous and insightful way. Alongside more traditional measures of quality, such as surveys, the patient voice can help us understand how care is being delivered at the frontline  [...]
- [White Paper Written With Our Partners at Gloucestershire Hospitals NHS Foundation Trust](https://pephealth.ai/white-paper-written-with-our-partners-at-gloucestershire-hospitals-nhs-foundation-trust/): White Paper Written With Our Partners at Gloucestershire Hospitals NHS Foundation Trust We recently partnered with Gloucestershire Hospitals NHS Foundation Trust, one of the biggest trusts in England, to see how we could help the trust and its users, and further improve the Patient Experience Platform (PEP) for other users. PEP provided an easy to use, cost effective solution that was rapidly deployed and helped to drive improvement at the trust. Some highlights from the report include: Complaints fell to less than 30/month in out-patients (trust target). Positive feedback was routinely shared with staff reinforcing good behaviours and supporting engagement and  [...]
- [Evidencing the 'Wisdom of Patients' Phenomenon](https://pephealth.ai/evidencing-the-wisdom-of-patients-phenomenon/): Read the published paper Wisdom of patients: predicting the quality of care using aggregated patient feedback now. In 2018, the BMJ Quality & Safety Journal published a study by Dr Alex Griffiths and Dr Meghan Leaver, PEP Health’s two co-founders, demonstrating the effectiveness of online feedback in identifying providers’ quality of care, and PEP’s ability to predict the outcome of inspections by England’s independent regulator of health and social – the Care Quality Commission. The study showed that aggregating patient feedback increases the volume and diversity of patient-centred insights into the quality of care and found a positive association between the resulting  [...]
- [The Challenges of Relying on Quantitative Performance Measures](https://pephealth.ai/the-challenges-of-relying-on-quantitative-performance-measures/): Read the published paper Intelligent Monitoring? Assessing the ability of the Care Quality Commission’s statistical surveillance tool to predict quality and prioritise NHS hospital inspections now. In 2017, the BMJ Quality & Safety Journal published a study by Dr Alex Griffiths and his colleagues at King’s College London showing that the “Intelligent Monitoring” system used by the Care Quality Commission – the independent regulator for health and social care in England – did not accurately predict inspection-based quality ratings of NHS hospital trusts. Despite the system monitoring over 100 quantitative indicators, including mortality rates, waiting times, and staffing levels, the system was unable  [...]

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