Giving Voice to Patients - Mel Hall, Former CEO of Press Ganey Associates
Practicing what he preached in inner city Detroit led Methodist minister Mel Hall to pursue a PhD in statistics. Not your typical path, perhaps, but Hall had a vision to use data to describe the conditions he observed and seek improvements. When he then connected with Press Ganey, the South Bend, Indiana-based health care company known for developing and distributing patient satisfaction surveys, the community he served expanded considerably. In this episode of Raise the Line, Hall speaks with Shiv Gaglani about the secrets behind Press Ganey's rapid growth and success, including his company's culture of accountability, its focus on science, and its “maniacal” customer service. Tune in to catch Hall's take on making improvements by seeking out and using data in continual feedback loops, the importance of personal touches, and his argument for having the voice of the patient drive the process of healthcare.
Raise the Line · Mel Hall, Shiv Gaglani
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