The Smarter Way to Understand Patient Experience — At Scale, In Real Time

PEP Health transforms real-time unsolicited feedback from millions of online voices into insights surveys miss, predicting performance outcomes and powering better decisions.

HOW IT WORKS

Our AI does all the heavy lifting so you can focus on what really matters

Step 1: Identifies, collects, and maps public patient feedback from 8M+ online sources, including social media, review platforms, and forums.

Generates a daily-updated PEP Score for every healthcare facility

Step 2: Scores live feedback within 24 hours across 350K+ facilities by location, system, and service lines using validated experience metrics.

Themes and classifies feedback into actionable insights using NLP and machine learning

Step 3: Delivers daily-updated insights and continuous monitoring via web-accessible dashboards, APIs, alerts, and reports.

THE POWER OF UNSOLICITED FEEDBACK

More inclusive. More transparent. Better outcomes and foresight.

Unsolicited feedback captures what structured surveys can’t and is a leading indicator of HCAHPS, CAHPS, and CMS Star Ratings.

EXPLORE OUR SOLUTIONS

Real-time metrics and insights you can trust — with the speed, scale, and precision today’s healthcare demands

PEP Scores

Our core patient experience metric — a real-time, location-level score calculated from unsolicited online patient feedback. It reflects how patients are actually experiencing care, updated daily and benchmarked across domains, providers, and health systems.

Trust Scores

Healthcare’s first AI-powered Trust Score measures how much patients express trust, confidence, and belief in a provider or system. It’s especially useful for tracking reputation, loyalty, and community confidence — critical for both payers and providers navigating value-based care.

Rankings & Spotlights

Healthcare rankings & spotlights powered by the patient voice — these highlight top-performing hospitals, health systems, and service line based on real-time PEP Scores, Trust Scores, or performance within one of our seven core experience domains.

Meet our Patient Experience Platform (PEP)

Our web-accessible dashboard seamlessly integrates with existing feedback systems to ensure a rapid path to value.

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  • Gain deeper insights into member experiences across your network

  • Optimize your network, boost member satisfaction and prevent churn

  • Achieve higher-quality ratings and better contract outcomes

  • Align provider compensation with validated experience metrics

  • Strengthen provider relationships and develop joint improvement plans

  • Predict internal quality metrics 6 months early

  • Identify and address the root cause of dissatisfaction before it leads to disenrollment

  • Supercharge decisions about network inclusion and tiering with real-time data

Payer Solutions

Improve healthcare costs, quality, and outcomes across provider networks.

Provider Solutions

Understand what drives patient choices and enhance loyalty with actionable intelligence across health systems, hospitals, and individual service lines.

  • Streamline feedback collection from millions of sources

  • Measure the real-time impact of improvement initiatives

  • Reduce operational burden and costs associated with surveys

  • Identify specific pain points and their root causes and immediately course correct

  • Boost satisfaction, loyalty, and outcomes by doing more of what your patients love

  • Gain a competitive edge and grow market share with real-time competitive intelligence

  • Enhance brand perception by identifying and promoting positive feedback

  • Close the feedback loop with quick follow-up links and centralized feedback management

  • Predict and boost HCAHPS scores with 9-months lead time

  • Forecast CMS Star Rating trends up to 24 months early

Improving How We Act On Healthcare Experiences

We provide a more complete view of experiences than other metrics on the market, with real-time, actionable insights that improve outcomes and drive meaningful change.

Author Photo

“We have assumed too much about what patients want, for too long. Having a tool to listen to patients talking in the real world is more honest, and probably how we get it right.”

Amy McNally, MD, MHCM

VP Surgery - The US Oncology Network

Author Photo

“We have assumed too much about what patients want, for too long. Having a tool to listen to patients talking in the real world is more honest, and probably how we get it right.”

Amy McNally, MD, MHCM

VP Surgery - The US Oncology Network

Author Photo

“PEP Health's technology offers a new and comprehensive way to deeply listen to patients as well as potential consumers and puts us in a better position to make more informed experience decisions. This partnership supports our ongoing commitment to deliver safe, highly reliable human-centered care to the communities we serve.”

Dr. Julie Kennedy Oehlert

Chief Experience & Brand Officer at ECU Health