Providing High-Quality Patient Experiences at UPMC Earns Recognition from Press Ganey

By: Danielle Schall

Five UPMC groups received recognition from Press Ganey for their high patient experience scores in 2022, reflecting the health system’s commitment to creating excellent patient and employee experiences.

Recipients of the annual Guardian of Excellence Award for Patient Experience, which honors hospitals and health systems that have reached the 95th percentile nationally for patient experience based on one year of data, include:

• UPMC Hamot Erie Physician Network
• UPMC Hamot Neonatal Intensive Care Unit (NICU)
• UPMC Italy – Outpatient Radiation Oncology locations
   – UPMC Hillman Cancer Center at San Pietro
   – UPMC Hillman Cancer Center at Villa Maria
• UPMC Renaissance Family Practice – Medical Practice (all locations)

This is the fifth year in a row that the UPMC Renaissance Family Practice sites received this accolade from Press Ganey, a leading provider of patient experience measurement, the second year in a row for the UPMC Hamot NICU and UPMC Hamot Erie Physician Network, and the first time for UPMC Italy’s Outpatient Radiation Oncology locations.

University of Pittsburgh Physicians – Heart and Vascular Institute at UPMC Mercy received the Pinnacle of Excellence Award for Patient Experience for the second year in a row. This award is given to the three top-performing organizations in each category based on extraordinary achievement. It recognizes those who have maintained consistently high levels of excellence over three years in patient experience.

“UPMC’s emphasis on the experiences of our patients and employees directly correlate to these well-deserved honors,” said Amy Triola, senior director, consumer experience. “Every interaction we have can leave a lasting impact, and we all have the power to create positive environments and memories for both our co-workers and patients alike.”

The groups that received this recognition are part of the top 5% of health care providers in delivering patient experience. They achieved 95th percentile or higher on designated patient survey measures, such as “likelihood to recommend,” “overall rating” and “teamwork,” and sustained these rankings for the entirety of the 2022 reporting period.