Insights from HX25: Artificial and emotional intelligence are building social capital

Remember that old saying, "The more things change, the more they remain the same"? The opposite seems to be increasingly true in healthcare today. As demonstrated by the presentations and hallway conversations at our HX25 meeting, the impact of artificial intelligence and powerful new variations of emotional intelligence are helping organizations build social capital and take on their challenges.

Some of the key themes are outlined below.

The need for consistency and continual improvement in healthcare safety

This was one of the most critical takeaways: Organizations are recognizing the need for high reliability, not just to reduce physical harm to patients, but to improve performance in all the ways that matter. Those organizations that have committed to high reliability and reducing harm are appreciating the benefits.

There is good progress to build upon. Over the past 40 years, healthcare has become safer and more highly reliable. Advancements in technology, data analytics, and evidence-based practices have helped reduce errors, standardize protocols, and improve patient outcomes.

Still, preventable harm remains a critical challenge. One in four patients experiences harm-at a cost of $20 billion annually. In addition, the events of recent years have created a new understanding of a broader and deeper sense of safety. There are harms besides physical harm (emotional, financial, social), and the workforce is vulnerable to all these types of harms.

The conclusion: Healthcare organizations must embrace high reliability principles to ensure that every patient, on every shift, receives consistent, safe, and compassionate care. As Press Ganey's work in over 2,000 hospitals shows, embedding high reliability into the culture can reduce safety events by up to 80%. The return on investment is not just financial-it's measured in trust, engagement, and, most importantly, lives saved.

Technology as a catalyst, not a replacement for human compassion and ingenuity

As AI and digital tools transform the healthcare landscape, we increasingly understand that technology alone isn't the solution, but technology plus humanity is. Healthcare is, as it's always been and always will be, human-centered.

At the same time, AI is revolutionizing how people engage with their care, how that care is delivered, and how organizations function behind the scenes. The most effective use of AI will be in anticipating patient needs, reducing friction, and improving coordination-without losing the personal touch. From AI-assisted review responses to automated provider summaries, emerging technologies are streamlining operations and enhancing visibility.

Press Ganey trotted out a wide range of cool new tools building upon AI. For example, AI is enabling hyper-personalization in care. By analyzing patient behaviors, preferences, and medical histories, AI-powered systems deliver tailored recommendations and proactive care. This level of personalization permeates every patient interaction, ensuring a seamless experience across multiple channels.

Advancements like these will be enhanced by strategic collaborations, like Press Ganey's and Microsoft's. Marrying Microsoft's cutting-edge capabilities in AI, cloud computing, and ambient listening technologies with Press Ganey's unmatched healthcare data and expertise, organizations will be able to better anticipate patient needs, support clinicians, and create more human-centered care experiences.

Adapting to new consumer expectations in healthcare

Consumer expectations in healthcare are evolving rapidly. Patients expect the same seamless experience in their healthcare journey that they get in retail, banking, and travel-industries that have adapted to the modern world. Today's healthcare consumer asks three fundamental questions:

1. Who's the best?
2. Will they keep me safe?
3. Will they treat me with dignity and respect?

But 48.4% of patients face roadblocks before their appointment even begins. Frustrations around scheduling issues, long wait times, and poor communication can damage trust and lower confidence long before patients arrive.

The impact shows in both online reviews and patient experience scores. Those facing pre-visit friction rate their provider's office 13.1 points lower on "Likelihood to Recommend" (LTR). The organizations that thrive in this new landscape will be those that eliminate friction, coordinate care seamlessly, and anticipate future needs.

Minimizing friction isn't just about convenience. It's essential to strengthening relationships. By expanding the scope of engagement, healthcare providers can create deeper, more meaningful connections with patients that go far beyond isolated encounters, ensuring continuity of care and trust.

40 years of innovation, primed for 40 more

The legacy of Drs. Press and Ganey was built on challenging the status quo. Today, that same spirit of boldness and innovation will continue to light the path forward. The healthcare industry must dismantle silos, integrate safety into every aspect of the culture, and ensure that every patient-no matter their age, race, ethnicity, gender identity, sexual orientation, zip code, or any other characteristic-receives the unwavering respect and quality care they deserve.

Transformation doesn't happen overnight. But every step forward matters. With the right blend of technology, workforce investment, commitment to safety and equity, and compassion toward each other, healthcare's next chapter holds immense potential. Press Ganey's commitment is clear: to stand alongside healthcare organizations in this journey, ensuring that every interaction-every shift, every decision, every patient touchpoint-moves us closer to a more reliable, human-centered system.

So in the next 40 years, we can look back proudly on all we've accomplished, and how far we've come.

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