What PEP Health does

PEP Health is an AI-native healthcare technology company founded in 2018 and headquartered in London, with US operations based in Minneapolis. The company operates a B2B SaaS platform that ingests unsolicited patient feedback from online reviews, social media, forums, and electronic medical records and applies healthcare-specific natural language processing and machine learning models to produce standardized patient-experience metrics. The platform covers more than 350,000 US healthcare locations and has analyzed 45 million+ patient voices to generate over one billion insights, with claimed 99% accuracy. Its core products are the PEP Score — a 1–5 metric spanning seven validated experience domains (Effective Treatment, Fast Access, Emotional Support, Communication & Involvement, Attention to Physical & Environmental Needs, Continuity of Care, and Billing & Administration) that predicts HCAHPS performance nine months in advance — and the Trust Score, described as healthcare's first real-time AI-powered trust metric based on the Francis Frei Trust Triangle framework. Annual rankings (US Hospital Rankings, NHS A&E Rankings, plus specialty rankings for Children's, Oncology, and Cardiovascular care) function as flagship content and PR assets rather than separately monetized products.

The business model is direct enterprise SaaS with quote-based, custom annual subscriptions and no disclosed self-serve pricing tier; the website directs all prospects to a 'Request a Demo' motion. Target buyers are C-suite healthcare executives — CEOs, Chief Experience Officers, VPs of Quality, and payer-side quality leaders. Named enterprise customers include ECU Health (a strategic partner announced in February 2025 that used the platform to drive a 10% increase in new orthopedic bookings), Royal Surrey NHS Foundation Trust (case study in the British Journal of Midwifery showing a 30% improvement in maternity patient experience), one anonymous 12-hospital US health system, and one anonymous major US payer using the platform for Medicare Advantage Star Ratings optimization. The methodology is anchored in peer-reviewed publications in BMJ Quality & Safety, The Lancet's EClinicalMedicine, and the Journal of Patient Experience; the platform holds ISO 27001 and Cyber Essentials certifications and runs on AWS infrastructure.

Operationally the company is privately held with 11–50 employees, a single disclosed funding event (a February 2018 NLC round with a $0 headline raise, implying a SAFE or similar instrument), and entities in the UK (PEP Health Ltd, Companies House No. 11198241, trading also as Statica Research Ltd) and the US (Pep Health Inc., Minnesota). Marketing is concentrated on earned media across healthcare trade publications (Becker's Hospital Review, Hospitalogy, MedCity News, Modern Healthcare), downloadable white papers as lead magnets, and the annual rankings cycle, with no channel partner or reseller distribution model in evidence.

Name

PEP Health

Legal name

PEP Health Ltd

Website

https://pephealth.ai

Company type

Private

Founded year

2018

Operating status

Operating

Headcount range

11–50 employees

Short description

PEP Health is an AI-native healthcare technology company that analyzes unsolicited online patient feedback across 350,000+ US healthcare locations to deliver PEP and Trust Scores via enterprise SaaS subscriptions sold to hospital systems and payers.

Ownership category

akta.pro rank

Product category

Healthcare Patient Experience Analytics

NAICS

Software Publishers (513210), Marketing Research and Public Opinion Polling (541910)

SIC

Services-Prepackaged Software (7372)

akta.pro primary industry

Patient Feedback, Surveys, Reputation & Experience Measurement (VoC) (HLACAEAH)

Keywords

• Patient experience analytics
• Healthcare AI platform
• Unsolicited feedback analysis
• HCAHPS prediction software
• Healthcare sentiment NLP

Headquarters

HQ city

London

HQ country

United Kingdom

HQ region

Europe

Offices2 records

Markets served

GTM type

B2B

Offering type

Software

Cost components

Technology or R&D, Personnel, Marketing or Sales, Operations, Infrastructure

Revenue model

1. Healthcare Experience Intelligence Platform: PEP Health generates revenue through a B2B SaaS model, providing healthcare providers (hospitals, health systems) and payers (health insurance plans, Medicare Advantage) with subscription-based access to its AI-powered patient experience analytics platform. The platform delivers PEP Scores, Trust Scores, competitive benchmarking, and real-time insights. Revenue is subscription-based, likely tiered by organization size, number of locations, and depth of analytics access.

Pricing tiers

Distribution channels1 record

Marketing channels13 records

Core offering

PEP Health provides an AI-native SaaS platform that ingests unsolicited online patient feedback (reviews, social media, forums, EMRs) and applies healthcare-specific NLP and machine learning to produce standardized real-time patient experience scores. Its core outputs are the PEP Score (across seven experience domains) and the Trust Score, both delivered through the PEP Health Dashboard and validated against HCAHPS and CMS Star Ratings.

Product overview

PEP Health offers a unified AI-powered patient experience intelligence platform consisting of two core metrics (PEP Score and Trust Score) delivered through a real-time dashboard. The PEP Score is a standardized, validated experience metric that analyzes unsolicited online patient feedback to score healthcare facilities across seven experience domains (Effective Treatment, Fast Access, Emotional Support, Communication & Involvement, Attention to Physical & Environmental Needs, Continuity of Care, and Billing & Administration). The Trust Score is healthcare's first AI-powered metric measuring patient-provider trust. Both scores are delivered via the PEP Health Dashboard and supplemented by specialty ranking reports (US Hospital Rankings, NHS A&E Rankings, and service-line-specific spotlights for Children's Hospitals, Oncology, Cardiovascular, Fast Access, Emotional Support, and Effective Treatment). The platform covers over 350,000 US healthcare locations and is validated against HCAHPS and CMS Star Ratings.

Differentiator

Problem solved

Functional benefit

Brands

• PEP Score: A standardized, real-time patient experience metric powered by AI that analyzes millions of patient feedback comments across healthcare locations.
• Trust Score
• PEP (Patient Experience Platform)

Products and services

• PEP Health Dashboard Real-time analytics dashboard providing continuous daily insights across all care settings, enabling healthcare leaders to monitor PEP Scores and Trust Scores at provider, service line, and network level. Targeted at hospitals, health systems, and payers.
• PEP Score Standardized real-time patient experience metric that analyzes millions of unsolicited online patient comments to deliver validated scores across seven experience domains (Effective Treatment, Fast Access, Emotional Support, Communication & Involvement, Attention to Physical & Environmental Needs, Continuity of Care, and Billing & Administration), predicting HCAHPS and CMS Star Ratings outcomes 9+ months in advance. For hospitals, health systems, and payers.
• Trust Score Healthcare's first real-time AI-powered trust metric that analyzes patient feedback to quantify trust, identifying trust drivers (Competence, Communication, Empathy) and trust indicators (Retention, Recommendations, Satisfaction, Outcomes). Built on Francis Frei's Trust Triangle framework. For healthcare providers and payers.

Quantifiable outcome

• 30% year-over-year improvement in patient experience scores for organizations using the PEP Score
• +9 more outcomes

Named customers14 records

Segments1 record

Ideal customer profiles2 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

AI capability5 records

Feature5 records

Partnerships

Ten partnerships are on record, tiered core, flagship and minor.

• ECU HealthcoreStrategic or Co-development Partner · 19 February 2025PEP Health announced a strategic partnership with ECU Health, a mission-driven rural academic health system, to provide real-time AI-driven patient and community insights. The partnership enables ECU Health to take a more inclusive, proactive, and data-informed approach to improving patient experience through unsolicited patient feedback. ECU Health's orthopedics department achieved a 10% increase in new bookings following insights-driven clinic redesign. ECU Health ranked #2 in PEP Health's 2026 US Hospital Rankings for Patient Experience.
• Royal Surrey NHS Foundation TrustcoreStrategic or Co-development PartnerRoyal Surrey NHS Foundation Trust uses PEP Health's platform to identify and gather publicly available feedback from social media and online patient groups. During 2020, nearly 800 comments were collected specifically from maternity services users. The Trust achieved a 30% improvement in maternity patient experience. The platform helps staff collate both positive and negative feedback monthly for each ward area to drive service improvements.
• UK Embassy in Washington D.C.flagshipGTM or Marketing PartnerPEP Health co-hosted a Healthcare Experience Roundtable with the UK Embassy in Washington D.C. in May 2024, bringing together global healthcare leaders, vice chairs of equity, chief patient experience officers, VPs of health plans, frontline clinicians, and Capitol Hill influencers. The event positioned PEP Health as a thought leader in patient experience measurement.
• Gloucestershire Hospitals NHS Foundation TrustcoreStrategic or Co-development PartnerPEP Health co-authored a white paper with Gloucestershire Hospitals NHS Foundation Trust focused on improving patient experience using real-time online feedback.
• NHS (UK National Health Service)coreTechnology or IntegrationPEP Health's platform analyzes patient feedback from NHS UK, NHS Trusts, and related healthcare facilities across the UK. The company publishes NHS A&E Trust rankings annually and has conducted research across NHS data. NHS is both a data source and customer base for the platform.
• CMS (Centers for Medicare & Medicaid Services)coreTechnology or IntegrationCMS logo appears in the 'Validated and Trusted Partner' section. PEP Health's platform is validated against CMS Star Ratings and Medicare Advantage quality metrics. CMS data and benchmarks are central to the platform's value proposition.
• Texas Medical CenterminorGTM or Marketing PartnerTexas Medical Center logo appears in the 'Featured In' section of the website, indicating coverage or endorsement by the Texas Medical Center's innovation ecosystem.
• First 100 UKminorOthersFirst 100 UK logo appears in the footer. First 100 UK is a community or accelerator program for UK startups, indicating PEP Health's participation or recognition within the UK startup ecosystem.
• ISO 27001 CertifiedminorOthersPEP Health holds ISO 27001 certification (information security management), as indicated by the certification logo on their website footer.
• Cyber Essentials CertifiedminorOthersPEP Health holds Cyber Essentials certification, a UK government-backed cybersecurity certification scheme, as indicated in the website footer.

Scale indicators16 records

Recent moves6 records

Expansion highlights6 records

Broad incumbents

• Medallia: Enterprise experience management platform used by healthcare organizations to capture and analyze patient and employee feedback. A broad incumbent with overlapping NLP/text analytics capabilities but a wider portfolio spanning multiple industries.
• Qualtrics: Experience management platform with a healthcare-specific XM product, serving hospital systems with surveys, sentiment analysis, and patient feedback tools. A broad incumbent offering overlapping capabilities but not exclusively focused on healthcare.
• Reputation.com: Reputation experience platform that captures and analyzes customer/patient feedback from reviews, surveys, and social channels. A broader incumbent offering reputation and experience management across multiple industries, including healthcare.
• InMoment: Customer and employee experience platform with healthcare clients, leveraging text analytics, NLP, and AI for survey and unstructured feedback analysis. A broad incumbent with overlapping AI-driven feedback analysis capabilities.

Direct peers

• NRC Health: Healthcare-specific patient experience and consumer insight platform serving hospitals and health systems. NRC Health directly competes with PEP Health on loyalty, experience measurement, and quality-improvement analytics, and is investing in AI-powered feedback analysis.
• Press Ganey: The dominant US patient experience measurement firm, providing HCAHPS survey-based analytics to thousands of hospitals. As PEP Health's primary competitor, Press Ganey is increasingly embedding AI and NLP to extend its survey-centric incumbent position into real-time unsolicited feedback analysis.

Emerging players

• Binary Fountain: Patient feedback and reputation management platform for healthcare, providing online review monitoring, patient surveys, and analytics. An emerging player with overlapping unsolicited-feedback and healthcare specialization but a smaller footprint than PEP Health's validated 350K+ location coverage.

Others

• Yext: Digital presence platform managing business listings, reviews, and reputation data for enterprise brands including healthcare. An adjacent/ecosystem participant providing upstream listing and review data that feeds the same patient feedback signals PEP Health analyzes.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat5 records

Key risks5 records

Key highlights7 records

Customer concentration

Compliance2 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles5 records

Funding overview

Funding rounds1 record

Investors1 record

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about PEP Health