Qvidian Supports Press Ganey in Their Mission to End Patient Suffering

For more than 30 years, Press Ganey’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, they lead the industry in helping clients transform the patient experience and create continuous, sustainable improvement. Serving so many organizations requires speed, accuracy and organization in every aspect of their business. They chose Qvidian to help them meet those needs as they relate to proposal development and RFP (Request for Proposal) response management.

BUSINESS DRIVER

Press Ganey provides measurement, performance analytics and strategic advisory solutions for health care organizations across the continuum of care, from the acute hospital setting, to outpatient clinics, home health agencies and medical practice providers.

Its data collection operations are managed in-house via a range of modes, including printing and mailing paper surveys, phone survey interviews conducted from its in-house phone center, email eSurvey and electronic point of care surveys.

In addition, the company offers advisory services to create continuous, sustainable improvement, and enhance clinical quality and safety, by maximizing existing resources and developing custom action plans. One can surely see Press Ganey’s high standard of organization and workflow and the reason why they implemented a solution to support the proposal development process, namely Qvidian.

APPROACH

Press Ganey maintains a proposal team comprised of four individuals. The team has a Senior Proposal Coordinator, two Proposal Coordinators and a Proposal Manager. They have embraced Qvidian as their knowledge base and it has become central to their ability to complete their work with confidence and efficiency. “We use Qvidian for everything throughout the entire day,” remarked Katie Catanzarite, Sr. Proposal Development Coordinator for Press Ganey. “Everything is very well organized. Qvidian has given us a central repository, this library that we can go to, to answer every question whether it’s from an RFP or whether it comes from somebody internally that might have a question related to another need. We are now seen as the go-to-team, but it’s really Qvidian that makes it so easy for us to find the answers,” she stated proudly. “Qvidian provides our company with many benefits, but the content is only as good as you make it. You do need to have someone focus on maintaining and updating content, but Qvidian makes that easy as well.”

IMPACT

Qvidian impacts organization in a way that is smooth and fluid. Press Ganey already placed a high emphasis on organization, and Qvidian complemented their efforts and high standards extraordinarily well. The system enables them to easily divide up the work regarding the RFP responses and proposals between the four on the proposal team. In addition, Qvidian’s workflow systems enable the proposal team to easily engage the Subject Matter Experts (SMEs) for responses to the technical questions that come in as well as ongoing updating of the content.

Catanzarite commented, “It is very efficient and easy to collaborate with our Subject Matter Experts at our company. I send them the content that they need to review. They update it and send it back to me and I can manage it in the knowledge base. We can set expiration dates, and identify the Subject Matter Expert that we need to reach out to going forward and it all shows up in a nice queue on my dashboard. This gives me the visibility I need to reach out to them and they don’t have to do anything. I can contact them at the right time, remind them when we need it. I place their updates back into our knowledge base. It’s truly easy,” she stated.

In the past year, Press Ganey responded to approximately 150 formal RFPs. Those RFPs ranged from the very simple and basic short questionnaires to the very complex with requirements that spanned three tabs on the spreadsheet and what felt like “billions” of questions. There are many facets to an RFP and the team was thrilled with how well Qvidian enabled them to keep control of all the moving parts.

“One of the great features of Qvidian is the metadata,” stated Catanzarite. “Through the metadata, we can see who touched what content when. We know which Subject Matter Expert is responsible for specific content as well,” she continued.

Beyond being so effective at serving up current and accurate content and because of Qvidian’s efficient workflows, the proposal team at Press Ganey now has time to focus on the quality of their RFPs and proposals and still meet strict deadlines. Qvidian’s collaboration workflows are so effective that Press Ganey is exploring the possibility of expanding the use of Qvidian to certain staff members working offsite. Because of Qvidian’s ease of access via the cloud, sharing content is simple. There is no need to email or notify anyone. The updated content, once placed inside Qvidian, is there for all to access. Qvidian even enables Press Ganey to design their standard proposal templates with their own branding ensuring consistency across the board.

Qvidian has helped an already efficient company become even more streamlined and effective. With a mission as deep and complex as improving the entire patient and caregiver experience, speed and efficiency are essential.

Download the full case study here