PG PULSE

Episode 11: From search to experience: how AI is changing consumer behavior and safety in healthcare

AI has matured from buzzword to building block of highly successful healthcare organizations. It’s fundamentally reshaping how consumers find and choose care, and empowering organizations to deliver safer, higher-quality experiences. But, while its potential is immense, so too are the challenges.

In this episode of PG Pulse, Press Ganey Chief Safety and Transformation Officer Dr. Tejal Gandhi sits down with Reed Mollins, SVP, Digital Services, to discuss AI’s impact on safety and the consumer experience—and more.  

Tune in to explore: 

• AI’s growing role in the pursuit of zero harm, including its ability to predict and prevent safety events  
• How AI is reshaping the consumer journey—especially search—as well as the unexpected connections between marketing and safety 
• Navigating issues of trust and transparency, including ethical considerations around informed consent and potential biases  
• How AI reduces repetitive tasks and cognitive load, so the workforce can deliver the safest, highest-quality care 
• The dangers of creating a two-tiered system, where resource-rich organizations zoom ahead, and smaller ones struggle to keep up 
• How can we harness this technology responsibly, without losing the human connection at the heart of our industry