Press Ganey
2.8 of 5 82 reviews
www.pressganey.com South Bend, IN 500 to 999 Employees

Press Ganey Reviews

Updated Jun 20, 2014
All Employees Current Employees Only

2.8 82 reviews

                             

48% Approve of the CEO

Press Ganey CEO Patrick T. Ryan

Patrick T. Ryan

(65 ratings)

44% of employees recommend this company to a friend
82 Employee Reviews
in

Review Highlights

Pros:
  • "They are very flexible with your schedule - letting you work from home, flex hours, etc"
    in 4 reviews
  • "There are still some good people with a moral compass and try to do the right thing"
    in 5 reviews
Cons:
  • "A lot of the front line staff are not recognized for their hard work"
    in 4 reviews
  • "New management has come in and destroyed what was a great company"
    in 4 reviews
  • Show more review highlights

Reviews

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    • Disapproves of CEO

    4 people found this helpful  

    Strong on cultural commitment thru Sr. Management not dedicated to employees or improving product reliability

    Operations (Current Employee)
    South Bend, IN

    ProsThe organization is a highly influential industry competitor, and directly helps the South Bend community with a cultural commitment and focus that is unsurpassed. This is a direct result of operational efforts to improve brand reliability.

    ConsSr. Management overlooks the leadership qualities and capabilities in employees and prefers to bring in outside leadership rather than provide opportunities for internal staffers. More importantly, leadership is quick to downgrade top executives in favor of outside management as a result of an ineffective belief that such tactics might improve the organization's diminishing credibility in their industry. For instance, replacing the COO was a horrible and damaging business decision. The organization's "good 'ol boy" mentality is the only reason the previous COO was not terminated - it was obvious that operations was failing under inneffective leadership sowed with distrust, and misalignment to clearly established company goals and values - but instead a new COO was brought in (instead of brought up from internally) to "fix" the damages, and the previous COO was promoted to President of Operations.

    Prospective employees are shown smoke and mirrors to establish that the organization cares for its employees with a deep commitment and likewise is extremely customer focused to the point that clients always talk to a live person when they call the company rather than talk to an automation system. On the surface this seems like the perfect type of company to work for - family centric, employee driven, customer focused - except - behind the smoke and mirrors is a close-minded, distrustful, stagnant, and transactional autocratic leadership where leaders rule by fear and consequences.

    Employees cannot express concerns with leadership without fear of serious reprecussions including immediate termination, which is just another fear tactic to help ensure that internal operations runs smoothly and successfully.

    Advice to Senior ManagementTrust in your own employees and cease the practice of bringing in outside leadership as a perceived solution at solving inefficiencies in management - especially when you've tried and failed at bringing in multiple outside leadership multiple times in a short period of time, none of which has been effective!

    Yes, I would recommend this company to a friend

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    4 people found this helpful  

    Tedious,, Company internal workflow Not technically or innvotative thinking- expected more from new executive team

    Anonymous Employee (Current Employee)

    ProsPeople are friendly and will bend over backwards to help you at this organization. Very thorough and competent Compliance team.. Best Contract team I have ever worked with- they are tireless and meticiulous. Very responsive Account Management team.

    ConsThis company is out-dated, tedious and creates more internal work for themselves than any company I have ever seen. The amount of "CC" emails that every employee is on- is ridiculous- way too much unnecessary information on a continuous basis -with no strategy or thought to make changes. If you encourage change- you are frowned upon for speaking up.

     Upper management is the problem here -from Sr. VP down to VP. A different approach or change is discouraged in this company. This management style and culture would work better in a repetitive environment- such as a factory or assembly line- but a challenge a market where the competition is far more innovative and streamlined than PG.

    Marketing and Product Management - no changes in messaging or product ingeunity . Total lack of creativity. In more than 18 mos- 1 new feature- Quick Reports- that was a tiny improvement in the solution- Too much data, too little openness to change or streamlining- and sales leadreship churns through new business sales on a regular basis, (people are not aware they are gone for months.) As a result, ZERO sales growth and competition is eating away at the PG market share- ( PG's pride and joy.).

    Many of us had high hopes for Pat Ryan and his new managment team to bring change. Pat Ryan is personable, charasmitic, intersting person. Unfortunately, he is one person who can't change the biggest challenge of all- Press Ganey internal team who have been there far too long and think continue the way we have always worked and everything will be fine. In this changing market- this lack of foresigth and vision will continue to erode PG's business. And no amount of analytics, 300 page reports, or PhD statisticians will be able to fix this slow moving, red -tape company. They are their own worst enemy.

    Advice to Senior ManagementAdvice: Replace the "good ole boy" mediocre management and bring in new Product Management, Marketing and Sales leadership. Even Pat Ryan's charisma and sincerity won't be able to change the "Stepford" mentality (responding to clients, product, and sales the same way we have always done.) and lackluster performance until an overhaul of internal change is done. If factory, assembly-line mentality work is for you with tons of emails to always read- this is the place !

    No, I would not recommend this company to a friend – I'm not optimistic about the outlook for this company

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    7 people found this helpful  

    A positive, innovative company destroyed by greed

    Anonymous Employee (Former Employee)

    ProsA great market, great clients, colleagues with a passion for improvement (most are now former PG employees).

    ConsEveryone who can is leaving or already gone, driven out by Pat Ryan and his cronies, who are intent on getting as much as they can before the owners wake up and figure out what is going on under their noses and fire these people. By that time, clients will have also figured out they are chumps for staying on.

    It is rare to see a company and a culture fall so far so fast.

    Advice to Senior ManagementLeave.

    No, I would not recommend this company to a friend – I'm not optimistic about the outlook for this company

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    11 people found this helpful  

    Sudden campaign of positive reviews belies a toxic environment

    (Former Employee)

    ProsLurking below today’s problems is a company with a noble mission, an inspiring history, and some remarkably talented and enthusiastic employees.

    ConsThere is an understandable assumption that when people leave a company under negative circumstances, their sour grapes attitude is the reason for their negative publicity. They can’t accept their own responsibility, so they blame their bosses or senior leaders or the organization itself. They can’t accept change, even when it means growth, and they can’t accept constructive feedback, even when it’s warranted. But the oceans of talent who have left Press Ganey in the last few years, as the company has grown more rigid, less science-based (in spite of the valiant efforts of a bright and ethical research & analytics department), and less customer focused (with lots of words being thrown at the idea of customer service, but policies that prove those words dishonest) tell a different story.
         Many of us left voluntarily, after years or even decades, with tremendous sadness. We loved the company and our mission, and we tolerated insane hours and unproductive policies because we believed so strongly in the fine work we did, improving the state of healthcare and changing people’s lives. We supported, even embraced, numerous changes, even when they negatively impacted our work-life balance over the years. But when at last the mission is obscured, expectations move from insane to impossible, clients become treated essentially as “marks,” nepotism runs rampant, and incompetence is wildly rewarded and promoted (to be fair, there are occasional fair and justified promotions, but they are the exception), often to the level of senior VPs, you must see that something is very wrong.
         The mission is becoming obscured by prioritizing sales over service. After the brightest and most creative minds are hired, they are expected to exhibit a skill set different from that for which they were hired and are bound by intransigent and unwise policies. The scientific research now takes a backseat to compromised ethics. It's rampant throughout the organization: consulting reports to sales (which undermines their very reason for being), account managers are worked beyond their ability to function effectively, much less optimally, marketing is shown only the glossy reflective surfaces so they are unprepared for valid pushback, and the research team’s scientific approach is devalued at every turn. The result? Press Ganey’s clients stay because of its large database, and, frankly, inertia. (They've said it themselves.)
         Worse still is the culture of fear. Those of us employed at Press Ganey for, let’s say, at least five years (many of us far longer) have seen the climate get worse and worse, with more panicked speculations about where the next axe will fall, what the next incomprehensible policy change will be, which talented individual will disappear next. True, the toxicity of the environment was increasing for several years before Pat Ryan’s emergence on the scene, but it continues to grow exponentially. In my job, I encountered dozens of colleagues each week, and almost no one could keep their fears in this noxious environment a secret. A few of us did keep our constant feeling of dread to ourselves, even surprising others when we left; we were by far the exception.
         A keen eye will take a look at the dates of the postings here and will notice a sudden flurry of positive reviews in late February. Is it a surprise that a data-driven company has noticed that the numbers weren’t looking good? No. But to manipulate the data in such an unscrupulous way…well, it should be shocking, but in the current climate, it is not. Whether the intention is to lure in well-meaning talent, or to present a pretty picture to the next corporate buyer, the campaign to present a positive picture of what is truly an unhealthy company is unmistakable. A business that cares about its image works to repair it, not to obfuscate it.
         Corporate does not have to mean unethical. Hard work does not have be unrewarded. High standards and accountability do not have to mean terror. Many, many of us “refugees” have kept in touch with each other and with those who remain behind, and we have learned this: Those of us who landed on our feet elsewhere are reminded that a driven, thriving environment can be exhilarating, personally enriching, can bring out our very best work, can propel us to exceed all expectations. And those who have fled or been fired from Press Ganey describe the feeling of the great weights of managerial bullying and personal despondency being lifted.

    Advice to Senior ManagementTo those of you who are reasonable and ethical and still believe in the mission of this once-great industry leader (and I know there are still a handful of you there), PLEASE fight for Press Ganey. We know it can’t (and shouldn’t) be the bold little start-up it once was, but I genuinely hope, free of schadenfreude, that Press Ganey could once again be the shining star of a company that celebrates innovation, honors its mission, and does its very best for its clients.

    No, I would not recommend this company to a friend

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    6 people found this helpful  

    Former IT employee

    IT Employee (Current Employee)
    South Bend, IN

    ProsWas a great company to work for. Had a great culture of innovation, collaboration and team spirit. It trusted the workers and valued them. The teams themselves were wonderful to work with.

    ConsAfter recent change in management, there has been constant change or lack of direction would be more accurate. This has resulted in high level of attrition. While I hung on as much as I could, it was pointless to stay put without there being a team anymore. Most managerial decisions have been puzzling at best.

    Advice to Senior ManagementNone that would be taken.

    No, I would not recommend this company to a friend – I'm not optimistic about the outlook for this company

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    A leader striving ever higher.

    Anonymous Employee (Current Employee)

    ProsForward thinking company where innovation and integration are highly praised.
    Team environment where individuals are never too busy to teach and often place team goals ahead of individual goals, but even in this setting, individual contributions are well noted and praise given.

    ConsWhile teamwork is strong, in my time, there have been no team-building events to further this strength of the company.

    Advice to Senior ManagementLeadership is great. New vision and direction to maintain our industry leadership status.

    Yes, I would recommend this company to a friend – I'm optimistic about the outlook for this company

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    Leading the company to improve healthcare

    Manager (Current Employee)
    South Bend, IN

    ProsIt is impressive to work with a company that wants to be a part of the future of healthcare reform. The history of the company is fantastic, and have great opportunities to expand improvement opportunities. Teamwork continues to improve and the groups are beginning to become one.

    ConsExpanding to new markets is complicated, and requires team effort. It is important to understand the difficulty in developing new services and gaining adoption by clients.

    Advice to Senior ManagementThe company has a strong foundation built upon years of work and pride. Don't discount the value of employees that have a great deal of knowledge of the past.

    Yes, I would recommend this company to a friend – I'm optimistic about the outlook for this company

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    Press Ganey is passionate about helping its client improve the patient experience.

    Anonymous Employee (Current Employee)
    Boston, MA

    ProsSenior leadership at Press Ganey is clearly passionate about ensuring that patients are heard and that the company is headed in a direction that will help health systems improve the patient experience. Press Ganey is the leader in its field and is dedicated to providing the best possible solutions to its clients.

    ConsAs the company grows, change is inevitable but the focus on the patient voice and maintaining close relationships with clients remains strong.

    Yes, I would recommend this company to a friend – I'm optimistic about the outlook for this company

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    Great benefits, great company

    Phone Representative (Current Employee)
    South Bend, IN

    ProsGreat benefits - competitive salaries, good employee benefits
    Strong culture that values the company's past, present and future
    Clear mission, vision and values
    Good opportunities for upward mobility

    ConsCulture is very collegial but fast-paced, especially in our department
    My team's technology and equipment could use upgrading more regularly

    Advice to Senior ManagementVisit in person with all departments and all levels within the organization more often

    Yes, I would recommend this company to a friend – I'm optimistic about the outlook for this company

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    1 person found this helpful  

    Feeling fulfilled by helping others

    Patient Experience Advisor (Current Employee)
    South Bend, IN

    ProsFrom my earliest memories, I always wanted to work in healthcare. The thought that I would be able to help others during a critical and often difficult period in their life was thrilling to me. Over the years, my career path has meandered a bit, but never far from that early purpose -- helping others with their care. I am proud to have found a home at Press Ganey where I can continue on my personal life mission. The beauty of Press Ganey is that our clients, our company and all of my colleagues are perfectly aligned around a single purpose - helping improve any aspect of the patient experience that is within our control. It is an incredibly rewarding opportunity for me and I know many of my colleagues feel the same fulfillment.

    ConsThe cons of Press Ganey is less to do with the comapny and more to do with the industry environment. Healthcare may not be broken, but it isn't perfect and there are many organizations that need significant help improving. And the work is never done. There is always room for improvement - which is good, but sometimes can be frustrating. Overall, pros far outweigh the cons.

    Advice to Senior ManagementCreate an all staff volunteer day where every person in the company contributes their time and energy to helping a local healthcare facility. It would remind everyone in the company why we exist - to help our clients improve the patient experience.

    Yes, I would recommend this company to a friend – I'm optimistic about the outlook for this company

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Glassdoor is your free inside look at Press Ganey reviews and ratings — including employee satisfaction and approval rating for Press Ganey CEO Patrick T. Ryan. All 82 reviews posted anonymously by Press Ganey employees.