Press Ganey and Prisma Health Launch Strategic Partnership to Transform Healthcare Operations With Technology-Driven Clinical Operating System
Press Ganey, a recognized leader in healthcare experience measurement, analytics, and advisory services, has announced a landmark strategic partnership with Prisma Health, South Carolina’s largest not-for-profit health organization. The collaboration is set to redefine how healthcare systems operate, introducing a new technology-enabled management model designed to enhance efficiency, streamline communication, and improve the patient and caregiver experience across Prisma Health’s vast network.
At the center of this collaboration is the Press Ganey Clinical Operating System (cOS), an innovative framework powered by the company’s Human Experience (HX) Platform. This new operating model integrates technology, data, and human-centered design to simplify complex workflows and align teams around shared goals. The result is a system that not only optimizes day-to-day healthcare operations but also strengthens teamwork and accountability — the foundation of delivering high-quality care.
A New Era in Healthcare Operations
Healthcare organizations today face immense pressure — from workforce shortages and administrative complexity to patient expectations for seamless, compassionate care. The partnership between Press Ganey and Prisma Health addresses these challenges head-on by introducing a unified operating model that merges the human and operational sides of healthcare.
According to Patrick T. Ryan, Chairman and CEO of Press Ganey, the Clinical Operating System (cOS) represents a critical evolution in healthcare management.
The Press Ganey Clinical Operating System connects the human and operational sides of healthcare,” Ryan explained. “It gives organizations a clear, technology-enabled management system for how work gets done, and how teams align, escalate, and improve together each day. Partnering with Prisma Health to implement this fully integrated system shows what’s possible when technology supports people and amplifies their ability to deliver exceptional care.
The cOS establishes a daily rhythm for operations, replacing disjointed and manual processes with a standardized, efficient model that integrates communication, accountability, and data-driven improvement. By uniting previously siloed functions — such as huddles, rounding, and performance monitoring — into a cohesive system, Press Ganey and Prisma Health are setting a new benchmark for operational excellence in healthcare.
How the Clinical Operating System Works
The Press Ganey Clinical Operating System (cOS) functions as a comprehensive management framework that combines structure, technology, and human experience insights. Built on Press Ganey’s Human Experience (HX) Platform, the system is designed to simplify everyday workflows and strengthen alignment among teams across all levels of a healthcare organization.
Through cOS, healthcare teams gain access to a centralized dashboard that consolidates data from multiple sources, offering real-time visibility into performance metrics, safety indicators, and patient experience outcomes. It also connects core routines such as:
- Tiered huddles: Daily, structured team meetings that cascade information across departments, ensuring that all levels of the organization are aligned around goals and challenges.
- Leader rounding: Consistent engagement by leaders with front-line staff and patients to identify issues, celebrate wins, and foster a culture of accountability.
- Event reporting and escalation: Standardized workflows that enable quick identification and resolution of operational or safety concerns.
- Performance dashboards: Visual tools that provide transparency and encourage data-driven decisions.
By integrating these elements into one connected system, the cOS helps organizations eliminate inefficiencies, reduce manual burdens, and create a clear, consistent approach to operations.
The goal is not just to digitize existing processes but to transform how healthcare work is organized and experienced. With streamlined communication and shared accountability, caregivers can focus more on what truly matters — patient care and safety.
Prisma Health’s Commitment to Operational Innovation
For Prisma Health, which serves nearly 1.5 million patients annually across 18 hospitals and hundreds of care sites, this partnership underscores its deep commitment to operational excellence, innovation, and patient-centered care.
“Prisma Health is committed to building partnerships to enhance our ability to positively impact patient care,” said Mark O’Halla, President and CEO of Prisma Health. “Our collaboration with Press Ganey will allow us to continually drive innovation as well as efficiency in healthcare operations.”
As part of this partnership, Prisma Health will deploy Press Ganey’s suite of digital tools — including Consumer Experience, Patient Experience, Event Reporting, and Digital Rounding solutions — to unify operational and experiential insights. By integrating these platforms, Prisma Health aims to create a single source of truth that bridges clinical, operational, and human experience data.
This unified view allows leaders and care teams to act with clarity, ensuring that operational improvements are directly tied to measurable outcomes in safety, quality, and patient satisfaction.
Transforming Daily Healthcare Operations
In practice, the Clinical Operating System offers a fully integrated daily management system that helps large and complex health organizations coordinate fragmented processes through a consistent operating rhythm. Each day, leaders and staff use cOS to align on priorities, review performance metrics, and resolve issues — fostering a culture of transparency, collaboration, and continuous improvement.
Dr. Jonathan Gleason, Executive Vice President and Chief Clinical Officer at Prisma Health, emphasized the transformational nature of this initiative:
We’re redesigning how healthcare operates, every day, at every level. Our clinical operating system is a tech-enabled management system for the core daily activities in our operating units. It brings clarity and consistency to the work, helping teams improve safety, quality, and efficiency while also creating a better environment for both caregivers and patients. Fully integrating and simplifying this work is transformational. This is a better way to operate.
By reducing administrative burden and aligning teams around real-time insights, the system empowers staff to spend less time on manual coordination and more time focusing on patients. For caregivers, this means a less stressful and more supportive work environment; for patients, it means safer, more reliable, and more compassionate care.
The Broader Significance: A New Standard for Healthcare Management
The idea of an “operating system” for healthcare represents a growing movement across the industry. As healthcare systems continue to grow in size and complexity, there is an urgent need for coherent, reliable, and data-driven management structures that support consistent performance at scale.
Traditionally, hospitals have relied on fragmented systems and manual workflows that vary widely across departments. This inconsistency often leads to communication gaps, delays, and inefficiencies — all of which can impact patient outcomes and staff morale. The cOS seeks to solve these challenges by creating a repeatable and scalable structure for managing daily work.
Press Ganey’s system not only digitizes operations but also infuses them with a human-centered approach, ensuring that the needs and experiences of both patients and healthcare workers remain central. By aligning operational performance with human experience data, organizations can identify not only where performance is lagging but why — and take action in a coordinated, informed way.
This approach aligns with a larger vision for healthcare’s future: one where data, technology, and empathy converge to create systems that are both efficient and deeply human.
Setting the Stage for Future Innovation
The partnership between Press Ganey and Prisma Health marks a significant milestone in the journey toward a more integrated and effective healthcare system. Together, the two organizations are modeling what’s possible when advanced technology meets human-centered design in healthcare operations.
Press Ganey’s leadership sees this as just the beginning. The company intends to expand the implementation of its Clinical Operating System across other major health systems, demonstrating its scalability and impact on quality, safety, and workforce engagement.
As health systems worldwide strive to navigate post-pandemic challenges, the Press Ganey–Prisma Health partnership offers a template for the next generation of healthcare management — one built on clarity, connection, and continuous improvement.
