For more than 30 years, Press Ganey Strategic Consulting’s mission has been to support health care providers in understanding
and improving the entire patient experience.
As a strategic business partner to more than
26,000 health care organizations, the firm
helps clients transform the patient experience and create continuous, sustainable improvement, says Dr. Jim Merlino, President
and Chief Medical Officer, Strategic Consulting for Press Ganey.
A few years back, the firm’s revenue
started to tick up by a combination of or-
ganic and acquisition growth. “In 2017
growth was specifically the result of or-
ganic scale. Our engagements grew in
number, size, and complexity,” Merlino
says. “In 2017, we successfully deliv-
ered our first integrated offering where
we combined our solutions for safety, ex-
perience, performance improvement and
workforce engagement. That was a very
exciting opportunity for us.”
Press Ganey grew 43 percent in 2017.
As far as 2018, Merlino says the firm has
acquired terrific competencies that allow it
to deliver best-in-class vertical solutions
such as safety and high reliability, expe-
rience of care, workforce solutions, clini-
cal and operational performance improve-
ment, and consumerism and transparency.
“There is tremendous white space to
deliver any of our solutions, but we see
our real opportunity to bring great value
to clients is through the integration of a
combination of our solutions,” he says.
“We have carefully built our strategy to
bring solutions that are tightly aligned so
that we can help our clients in more than
one area allowing them to take advantage of
our expertise and derive greater value from
our relationship.”
Merlino says clients are looking for
Press Ganey to bring real-world expertise,
relevancy, and value. “All of our consult-
ants are seasoned professionals, most from
healthcare, but many from other industries
like engineering, operations, and the mili-
tary. Our clients know that we bring the “A-
team” to every engagement.”
He says that “A-team” is a differentia-
tor for the firm and come from a variety
of backgrounds and experiences, offer a
deep understanding of this industry and are
viewed as trusted partners by clients. An-
other differentiator is the firm’s solutions.
“Our capabilities with critical competencies
such as patient experience, safety and high
reliability, performance improvement, and
engagement is unmatched in the industry,
but more important than single solutions is
our ability to integrate this work together.”
Meanwhile, Merlino says there has
never been a more exciting time to work in
healthcare. “Some people see the change in
front of us as difficult times for the industry,
I think we see it as tremendous opportunity.
We have an important opportunity to really
transform care delivery including making
care more efficient and affordable.”
Those pressures, Merlino says, are good
for patients. “Our company’s mission is to
reduce patient suffering and it is a cause we
take very seriously. There are many things
that I love about our company, but fore-
most is the commitment and passion that
each of our associates bring to this work.
Personally, every day I approach this work
as I did when I was taking care of patients
fulltime, but this time I have an important
opportunity to influence the industry across
a much broader platform.”
Headquarters:
South Bend, Indiana
Additional Offices:
Wakefield, Mass.;
St. Petersburg, Fla.;
Elkridge, Md.;
Provo, Utah;
Charlotte, N.C.;
Virginia Beach, Va.;
Overland Park, Kan.
Service Lines:
Strategy, Operations
Management, Human
Resources
Client Industries:
Healthcare
Billable Consultants:
2016: 43
2017: 58
2018 (projected): 70
Revenue (in millions):
2016: $16
2017: $22.9
2018 (projected):
$24.2
Press Ganey
Strategic Consulting
