New peer-reviewed research published in Journal of Patient Experience validates our approach as a 𝗹𝗲𝗮𝗱𝗶𝗻𝗴 𝗶𝗻𝗱𝗶𝗰𝗮𝘁𝗼𝗿 𝗼𝗳 𝗛𝗖𝗔𝗛𝗣𝗦 𝗽𝗲𝗿𝗳𝗼𝗿𝗺𝗮𝗻𝗰𝗲.

Results reveal strong alignment between our real-time patient experience scores from unsolicited feedback and HCAHPS Summary Star Ratings and measures — hospitals with 5-star HCAHPS ratings had the highest PEP Scores, while hospitals with 1-star HCAHPS ratings had the lowest.

PEP Scores revealed these patterns 9+ months before HCAHPS publication.

𝗞𝗲𝘆 𝗮𝗱𝘃𝗮𝗻𝘁𝗮𝗴𝗲𝘀:

• 𝗟𝗼𝘄 𝗯𝘂𝗿𝗱𝗲𝗻: Automated analysis of what patients are already saying online means reduced administrative overhead for staff and zero survey fatigue for patients

• 𝗠𝗼𝗿𝗲 𝘁𝗶𝗺𝗲𝗹𝘆: 24 hours to insights vs. 9+ month survey lag, enabling continuous, real-time monitoring and intervention between survey data collection periods

• 𝗠𝗼𝗿𝗲 𝗿𝗲𝗽𝗿𝗲𝘀𝗲𝗻𝘁𝗮𝘁𝗶𝘃𝗲 𝗮𝗻𝗱 𝗶𝗻𝗰𝗹𝘂𝘀𝗶𝘃𝗲: Includes caregivers, families, and patients who were denied or who abandoned care — voices excluded from HCAHPS and traditional measures

• 𝗦𝗰𝗮𝗹𝗲𝗱 𝗮𝗻𝗱 𝗰𝗼𝗻𝘀𝗶𝘀𝘁𝗲𝗻𝘁: Automated collection and annotation enables "apple to apple" comparisons for benchmarking and quality assessment at local, system, and regional levels

• "𝗪𝗶𝘀𝗱𝗼𝗺 𝗼𝗳 𝗰𝗿𝗼𝘄𝗱𝘀" 𝗲𝗳𝗳𝗲𝗰𝘁: Feedback collection from multiple sources reduces bias and provides a more accurate, comprehensive view of experience

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