Press Ganey, the leading provider of experience measurement, data analytics and AI-powered insights to health systems and health plans, has announced that Prisma Health has been named the HX26 Health System of the Year.
Over the past several years, Prisma Health has fundamentally redesigned how the organization manages day-to-day operations across its hospitals and care settings. Confronted with growing complexity, fragmented management routines and mounting pressure on caregivers, Prisma leaders developed and committed to a Clinical Operating System (cOS), a unified, tech-enabled approach to running the organization that brings safety, quality, experience and efficiency into a single, shared operating rhythm.
Rather than managing these priorities through parallel programs and disconnected processes, Prisma aligned leaders and teams around one consistent way of working. The Clinical Operating System established common routines for tiered huddles, leader rounding, escalation and performance visibility, creating clarity and accountability from the bedside to the executive level. This system-owned operating model governs how teams identify issues early, coordinate across levels and close the loop consistently.
“Our team tore up the old playbook and created a simple, transparent, powerful new way of working — and that transformation is what makes this recognition possible,” Mark O’Halla, president and CEO of Prisma Health said. “It proves what can happen when talented people are empowered to innovate and truly focus on patients.”
The results of this operating discipline have been significant and measurable.
After three years operating under this model, Prisma Health achieved a 59% improvement in top-box patient experience scores. Serious safety events declined by 57%, while hospital-acquired infections fell between 8 and 69% across key categories. Workforce engagement strengthened alongside clinical outcomes, with team turnover declining by nearly one-third. Operational performance improved as well, with average length of stay reduced by more than one day.
Prisma Health leaders and clinicians believe this change not only helps the team provide better care for patients but also represents a lasting shift in expectations and behaviors—one that simplifies work, reduces friction, and empowers teams to solve problems at the right level before they escalate.
Today, the Clinical Operating System is embedded into Prisma Health’s daily operations and leadership practices. The organization continues to strengthen and scale this approach, supported by Press Ganey’s Human Experience (HX) Platform, which provides the technology foundation to unify insights, reinforce accountability, and support consistent execution across the system. This partnership helps Prisma sustain gains and extend its operating model as the organization adapts to ongoing change and future growth.
“Prisma Health earned this recognition because they were willing to make a decisive commitment to a new way of leading and managing a health system,” Patrick T. Ryan, chairman and CEO of Press Ganey said. “Under the leadership of CEO Mark S. O’Halla and Chief Clinical Officer Dr. Jonathan Gleason, the organization aligned around a single Clinical Operating System, fully aware that meaningful improvement requires focus, consistency and tradeoffs. Our role has been to support and accelerate what Prisma built, providing the technology to help scale their model and sustain it across a complex system. The results reflect what happens when leaders choose transformation over incremental change.”
