Latest news with #PEPHealth
Cision Canada
06-08-2025
- Health
- Cision Canada
PEP Health's Peer-Reviewed Research Validates AI-Powered Patient Experience Platform as Early Indicator of Hospital Quality
Study published in The Journal of Patient Experience demonstrates 99% accuracy in measuring patient experience from online sources, providing early warning system for hospital performance MINNEAPOLIS, Aug. 6, 2025 /CNW/ - PEP Health, the AI-powered patient experience platform trusted by leading hospitals, payers, and health systems, announced the publication of its peer-reviewed research in The Journal of Patient Experience. The study validates PEP Health's proprietary technology, demonstrating that machine learning and natural language processing can accurately measure patient experience from unsolicited online reviews and serve as an early indicator of hospital quality performance. The study, "Using Online Reviews to Drive Person-Centered Care: An HCAHPS-Validated Approach," analyzed 1.3 million online reviews across U.S. hospitals and found statistically significant alignment between PEP Health's automated analysis and HCAHPS Summary Star Ratings, establishing online patient feedback as a reliable proxy for gold-standard quality measures. The full study is available here. With healthcare organizations facing anticipated budget cuts following recent federal legislation, the ability to identify and address patient experience issues before they impact HCAHPS scores and reimbursement has become critical for financial sustainability. "This peer-reviewed validation establishes that what patients say online provides an accurate, real-time measure of care quality," said Dr. Mark Lomax, CEO of PEP Health. "Healthcare leaders can now access validated patient experience insights months ahead of traditional surveys, enabling proactive interventions to improve outcomes and protect reimbursement before quality deterioration appears in official metrics." Turning Unsolicited Feedback into Timely, Actionable Data Collecting and analyzing unsolicited feedback at scale presents significant challenges. Online reviews are unstructured, feature slang, typos, and emojis, and are scattered across many diverse sources and platforms. PEP Health addresses this complexity through a proprietary approach that combines advanced machine learning with healthcare-specific natural language processing, trained on over 100,000 expertly annotated comments. "We've demonstrated that hospitals performing well on HCAHPS show higher PEP Scores," said Dr. Joe Taylor, Head of Data Science at PEP Health and co-author of the study. "We can provide healthcare leaders with an early warning system that identifies quality trends as they emerge. This enables specific, actionable insights on where to focus improvement efforts for maximum impact, giving more time to generate the best possible results for both patients and reimbursement." The research team achieved unprecedented accuracy levels: 99% accuracy in predicting overall patient experience scores 93-99% accuracy across seven domains of patient experience including Effective Treatment, Fast Access, and Emotional Support Statistically significant agreement with HCAHPS across all 13 measure-domain pairings tested Addressing Critical Gaps in Patient Experience Measurement Traditional surveys like HCAHPS remain essential for performance evaluation and are directly tied to Medicare reimbursement. However, they are retrospective, slow, and often exclude key voices. Survey response rates continue to decline, dropping from 33% in 2008 to 24% in 2023. Unsolicited online feedback offers a solution that's particularly valuable in today's environment. It's available daily, reflects a broader range of experiences, and captures perspectives from patients, family members, caregivers, and underrepresented populations without additional burden on patients or healthcare staff. Crucially, it provides health systems with specific priorities for improvement efforts, ensuring limited resources are directed where they can have the greatest impact on patient outcomes and financial performance. According to the study: "Patient experience is not 'just' part of quality; rather, a majority of patients cite quality, safety, and service as the key components of experience. Patient experience, whether positive or negative, is associated with profitability, patient loyalty and reduced risk of malpractice. Therefore, effective monitoring and interventions around patient experience not only lead to better health outcomes but also contribute to reduced readmission rates, higher patient retention, and lower operational costs." Don't wait for HCAHPS scores to identify quality issues. Reach out directly to see how PEP Health can provide early warning indicators for your health system. About PEP Health PEP Health's advanced AI uses healthcare-specific natural language processing (NLP) and machine learning to analyze diverse, unsolicited patient feedback from online sources such as social media, review platforms, and forums, alongside hospital surveys and internal data. By providing a comprehensive, real-time view of patient and community experiences, PEP Health helps healthcare providers gain insights that traditional surveys often miss. This approach enables organizations to understand patient preferences more deeply, focus on what matters most, and align care more effectively with evolving expectations.
Associated Press
29-04-2025
- Health
- Associated Press
PEP Health Unveils the First Real-Time Trust Score for U.S. Healthcare
Millions of real-world patient experiences now offer hospitals, payers, and providers a measurable view of trust MINNEAPOLIS, April 29, 2025 /PRNewswire/ - PEP Health, the AI-powered patient experience platform trusted by leading hospitals, payers, and health systems, today announced the launch of its Trust Score, the first real-time, validated metric that quantifies how patients experience and express trust in healthcare. Built from millions of unsolicited patient narratives and developed alongside a leading U.S. health system, the Trust Score brings long-missing measurement, visibility, and actionability to one of the most critical drivers of health outcomes: patient trust. Download PEP Health's Trust white paper here. 'In healthcare, trust isn't abstract. It directly impacts outcomes, adherence, and loyalty,' said Dr. Mark Lomax, CEO of PEP Health. 'For the first time, hospitals, payers, and providers can measure trust in real time, pinpoint when and where it erodes, and take immediate steps to rebuild it.' The Trust Score is already being piloted nationwide, including at ECU Health, a rural health system committed to human-centered care. 'Trust is the foundation of the relationship between healthcare and those they serve. When trust is present in the relationship, patients adhere to treatment plans, seek medical care when needed, and have frank conversations with their care team which is vital to their health planning,' said Dr. Julie Kennedy Oehlert, Chief Experience Officer at ECU Health. 'This trust also fuels the passion and purpose of those that provide care, insulating against burnout.' More Than a Feeling: Why Trust Now Has a Score While traditional surveys often struggle with delays, low response rates, and limited reach, PEP Health's Trust Score draws from the real, unprompted voices of patients, capturing their experiences across social media platforms, review sites, and forums. Using advanced machine learning and healthcare-specific natural language processing (NLP) technology, PEP Health analyzes this data into structured insights that reflect the full spectrum of patient experience. At the core of the Trust Score are Drivers of Trust (such as caring, kindness, effective listening) and Indicators of Trust (such as patient retention and health outcomes) PEP Health's patient experience insights are validated against national benchmarks including HCAHPS and insurer quality metrics and highlighted in peer-reviewed research published in BMJ Quality & Safety and The Lancet (read more here ). A Strategic Metric for Today's Healthcare Leaders Trust is no longer just a value statement: it directly affects health equity, financial performance, and community engagement. Internal PEP Health data shows that a one-point decline in patient satisfaction can result in more than $12 million in annual lost revenue for a large health system. With the Trust Score, healthcare leaders can now: 'For too long, others have defined what trust should look like in healthcare,' continued Dr. Lomax. 'It's time to listen to patients themselves. When trust breaks down, patients don't show up, don't open up, and don't follow through. Now, for the first time, we can measure trust and take meaningful action to rebuild it.' Early Access and White Paper Healthcare leaders can now download PEP Health's new white paper and apply for early access to the Trust Score platform by completing the Early Access request form. About PEP Health PEP Health's advanced AI uses healthcare-specific natural language processing (NLP) and machine learning to analyze diverse, unsolicited patient feedback from online sources such as social media, review platforms, and forums, alongside hospital surveys and internal data. By providing a comprehensive, real-time view of patient and community experiences, PEP Health helps healthcare providers gain insights that traditional surveys often miss. This approach enables organizations to understand patient preferences more deeply, focus on what matters most, and align care with evolving expectations. To learn more, please visit View original content: SOURCE PEP Health
Cision Canada
29-04-2025
- Health
- Cision Canada
PEP Health Unveils the First Real-Time Trust Score for U.S. Healthcare
Millions of real-world patient experiences now offer hospitals, payers, and providers a measurable view of trust MINNEAPOLIS, April 29, 2025 /CNW/ - PEP Health, the AI-powered patient experience platform trusted by leading hospitals, payers, and health systems, today announced the launch of its Trust Score, the first real-time, validated metric that quantifies how patients experience and express trust in healthcare. Built from millions of unsolicited patient narratives and developed alongside a leading U.S. health system, the Trust Score brings long-missing measurement, visibility, and actionability to one of the most critical drivers of health outcomes: patient trust. Download PEP Health's Trust white paper here. "In healthcare, trust isn't abstract. It directly impacts outcomes, adherence, and loyalty," said Dr. Mark Lomax, CEO of PEP Health. "For the first time, hospitals, payers, and providers can measure trust in real time, pinpoint when and where it erodes, and take immediate steps to rebuild it." The Trust Score is already being piloted nationwide, including at ECU Health, a rural health system committed to human-centered care. "Trust is the foundation of the relationship between healthcare and those they serve. When trust is present in the relationship, patients adhere to treatment plans, seek medical care when needed, and have frank conversations with their care team which is vital to their health planning," said Dr. Julie Kennedy Oehlert, Chief Experience Officer at ECU Health. "This trust also fuels the passion and purpose of those that provide care, insulating against burnout." More Than a Feeling: Why Trust Now Has a Score While traditional surveys often struggle with delays, low response rates, and limited reach, PEP Health's Trust Score draws from the real, unprompted voices of patients, capturing their experiences across social media platforms, review sites, and forums. Using advanced machine learning and healthcare-specific natural language processing (NLP) technology, PEP Health analyzes this data into structured insights that reflect the full spectrum of patient experience. At the core of the Trust Score are Drivers of Trust (such as caring, kindness, effective listening) and Indicators of Trust (such as patient retention and health outcomes) 12 Drivers of Trust: The "why" — what builds or erodes trust, such as effective listening and involvement in care decisions. 7 Indicators of Trust: The "what" — how trust appears in behavior, such as patient retention, gratitude, and health outcomes. PEP Health's patient experience insights are validated against national benchmarks including HCAHPS and insurer quality metrics and highlighted in peer-reviewed research published in BMJ Quality & Safety and The Lancet (read more here). A Strategic Metric for Today's Healthcare Leaders Trust is no longer just a value statement: it directly affects health equity, financial performance, and community engagement. Internal PEP Health data shows that a one-point decline in patient satisfaction can result in more than $12 million in annual lost revenue for a large health system. With the Trust Score, healthcare leaders can now: Detect and address trust breakdowns in real time Benchmark trust across departments, locations, and populations Track equity gaps and uncover disparities in patient experience Drive targeted improvements that strengthen outcomes, loyalty, and financial stability "For too long, others have defined what trust should look like in healthcare," continued Dr. Lomax. "It's time to listen to patients themselves. When trust breaks down, patients don't show up, don't open up, and don't follow through. Now, for the first time, we can measure trust and take meaningful action to rebuild it." Healthcare leaders can now download PEP Health's new white paper and apply for early access to the Trust Score platform by completing the Early Access request form. About PEP Health PEP Health's advanced AI uses healthcare-specific natural language processing (NLP) and machine learning to analyze diverse, unsolicited patient feedback from online sources such as social media, review platforms, and forums, alongside hospital surveys and internal data. By providing a comprehensive, real-time view of patient and community experiences, PEP Health helps healthcare providers gain insights that traditional surveys often miss. This approach enables organizations to understand patient preferences more deeply, focus on what matters most, and align care with evolving expectations. To learn more, please visit
