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 organic and acquisition growth. "In 2017 growth was specifically the result of organic scale. Our engagements grew in number, size, and complexity," Merlino says. "In 2017, we successfully delivered our first integrated offering where we combined our solutions for safety, experience, 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, experience of care, workforce solutions, clinical and operational performance improvement, 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 consultants are seasoned professionals, most from healthcare, but many from other industries like engineering, operations, and the military. Our clients know that we bring the "A-team" to every engagement."
He says that "A-team" is a differentiator 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. Another 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 foremost 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
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