SullivanLuallin Group

What SullivanLuallin Group does

SullivanLuallin Group (SLG) is a privately held, San Diego-based healthcare consulting company founded in 1984 that delivers patient-experience transformation services to physician groups, hospitals, provider networks, and health plans nationwide. The firm positions itself as "the original patient experience company" and serves more than 2,500 healthcare organizations, surveying over 3,000,000 patients annually and accumulating 1,801,086 patient responses across 42+ medical specialties in a three-year benchmarking database. SLG's leadership is concentrated around founder/CEO Meryl Luallin and President Thomas Jeffrey, with senior consultants drawn from Kaiser Permanente, Sutter Health, UCLA, and other major systems.

The core product is a patient-satisfaction survey platform paired with the SLG Online Reporting Portal, a custom interactive dashboard providing real-time response capture, composite scores, comments, and role-tailored access levels for each client organization. Supporting survey administration features include multi-channel distribution (email, text, mail, telephone, point-of-service), survey-form customization, regression analysis modeling by in-house statisticians, service-recovery request management, an Online Ratings Tool that funnels patients to Yelp and Google, and approved-vendor delivery of multiple CAHPS survey programs (CAHPS for MIPS, CAHPS Hospice, CG-CAHPS, HCAHPS, HHCAHPS, ICH CAHPS, OAS CAHPS). Adjacent services sit under an Assess-Improve-Manage (A.I.M.) framework: Insider Engagement Surveys, Referring Physician Surveys, and Mystery Patient Shopping for assessment; C.L.E.A.R. service-protocol training, clinician seminars, clinician shadow coaching, an Astute Doctor Education CME platform accredited jointly with the University of Arizona College of Medicine - Tucson, and Service Quality Training for improvement; and a Manager's Toolkit (huddle guides, rounding tools, C.L.E.A.R./H.E.A.R.T. posters) for sustained management.

SLG's commercial model rests on three revenue streams: subscription/recurring survey administration contracts (annual or multi-year engagements with healthcare organizations), professional services fees for training, coaching, and mystery shopping, and per-provider CME licensing at $194 per provider with volume discounts for groups and networks. Distribution is sales-led and consultative, with senior consultants engaging COOs, VPs of Specialty Care, Quality Coordinators, and Directors of Service Quality; service delivery is supported by a self-serve Client Portal and a public LearnUpon CME storefront. The company is privately owned with no disclosed outside investment, has 11-50 employees, and operates from a single San Diego headquarters.

Name

SullivanLuallin Group

Legal name

SullivanLuallin Group

Website

https://sullivanluallingroup.com

Company type

Private

Founded year

1984

Operating status

Operating

Headcount range

11–50 employees

Short description

SullivanLuallin Group (SLG) is a privately held, San Diego-based healthcare consulting firm founded in 1984 that provides patient satisfaction surveys, CAHPS regulatory reporting, clinician training, and shadow coaching to more than 2,500 physician groups, hospitals, provider networks, and health plans nationwide.

Ownership category

akta.pro rank

Product category

Healthcare Patient Experience Consulting

NAICS

Marketing Research and Public Opinion Polling (541910)

SIC

Services-Health Services (8000), Services-Management Consulting Services (8742), Services-Computer Programming, Data Processing, Etc. (7370)

akta.pro primary industry

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

akta.pro secondary industry

Quality Measurement, Reporting & Benchmarking (HEDIS/Stars/CQM) (HLACAHAC)

Keywords

• Patient satisfaction surveys
• Healthcare consulting
• CAHPS survey programs
• Physician shadow coaching
• Patient experience transformation

Headquarters

HQ city

San Diego

HQ country

United States

HQ region

North America

Offices1 record

Markets served

GTM type

B2B

Offering type

Services

Cost components

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

Revenue model

1. Patient Satisfaction Surveys: SLG designs, administers, and analyzes patient satisfaction surveys for healthcare organizations. Offers flexible distribution methods (email, text, mail, telephone, POS) and customized survey forms. Generates revenue through survey administration fees, typically structured as annual or multi-year contracts with healthcare clients.
2. Training and Consulting Services: Provides clinician seminars, shadow coaching, service quality workshops, and management training programs. Revenue generated through professional services engagements with healthcare organizations.
3. CME Programs: Online physician communication CME training through partnership with Astute Doctor Education. Priced at $194 per provider for all six courses with volume discounts available for groups and physician networks. Generates per-provider licensing revenue.
4. Assessment Services: Insider engagement surveys, referring physician surveys, and mystery patient shopping programs (mystery calls, mystery visits, sit & see observations) to assess patient experience from multiple angles.

Pricing tiers

Go-to-market motion1 record

Distribution channels3 records

Marketing channels4 records

Core offering

SullivanLuallin Group designs, administers, and analyzes patient satisfaction surveys and offers assessment, improvement, and management programs for healthcare organizations. Under its A.I.M. (Assess, Improve, Manage) framework, it provides patient experience transformation services including patient satisfaction surveys, CAHPS survey administration, employee/physician engagement surveys, mystery patient shopping, clinician shadow coaching, service quality training, and CME-accredited communication courses, supported by an online reporting portal with benchmarking across 42+ specialties.

Product overview

SullivanLuallin Group (SLG) is a healthcare consulting company providing patient experience transformation services through a platform-plus-modules architecture. The core offering centers on patient satisfaction surveys via the Online Reporting Portal, complemented by assessment tools (Insider Engagement Surveys, Referring Physician Surveys, Mystery Patient Shopping Programs) and improvement programs (C.L.E.A.R. Service Protocols Training, Clinician Seminars, Clinician Shadow Coaching, Astute Doctor Education CME Platform, Service Quality Training). The company also offers a Manager's Toolkit for continuous improvement program management. SLG is an approved vendor for multiple CAHPS survey programs (CAHPS for MIPS, HCAHPS, CG-CAHPS, etc.) and provides supplementary tools for online ratings and service recovery.

Differentiator

Problem solved

Functional benefit

Products and services

• Patient Satisfaction Surveys
• CAHPS Survey Programs
• Online Reporting Portal and Client Portal
• Insider Engagement Surveys
• Referring physician Survey Survey tool to gauge referral source satisfaction and capture what patients say when they return to their primary care physician, with marketing capabilities for new providers and services.
• Mystery Patient Shopping Programs Mystery shopping programs including Mystery Patient Calls, Mystery Patient Visits, Self-Directed Mystery Patient Visits, and Sit & See Observations to gather additional layers of patient experience feedback.
• Clinician Shadow Coaching One-on-one shadow coaching providing immediate feedback to providers during typical workdays in natural settings with actual patients, including baseline assessment, introductory meetings, full-day observation, and written recommendations.
• Clinician Seminars Provider-patient communication training seminars covering clinician-patient communication, burnout, motivating patient behaviors, managing expectations, emotional connection, efficiency, and challenging patient situations.
• Astute Doctor Education CME Platform Online physician communication CME training delivered in 15-minute interactive segments, providing 6.5 AMA PRA Category 1 Credits across six courses covering patient relationships, challenging patients, and cross-cultural communication, delivered in partnership with Astute Doctor Education and The University of Arizona College of Medicine - Tucson.
• Service Quality Training Targeted service protocols training for healthcare employees ensuring consistent, positive experiences at each patient touchpoint, delivered through workshops and interactive programs including the C.L.E.A.R. service model.
• Manager's Toolkit Management resources including Five Star Service video, information guides, daily huddle guides, rounding tools, checklists, and C.L.E.A.R./H.E.A.R.T. posters and assessment sheets for sustaining continuous improvement programs.

Quantifiable outcome

• Clients report increased patient retention, referral growth, improved health outcomes, and boosted bottom line
• +2 more outcomes

Named customers6 records

Segments4 records

Ideal customer profiles4 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration2 records

Feature5 records

Partnerships

Six partnerships are on record, tiered core and minor.

• Astute Doctor EducationcoreStrategic or Co-development PartnerSLG partnered with Astute Doctor Education to bring CME-accredited web-based provider-patient communication training. This platform delivers engaging course content in 15-minute interactive segments for physicians across all medical practice specialties. Courses are accredited for up to 6.5 AMA PRA Category 1 Credits through joint providership with The University of Arizona College of Medicine - Tucson.
• The University of Arizona College of Medicine - TucsoncoreStrategic or Co-development PartnerJoint provider of CME accreditation for the online physician communication training program developed with Astute Doctor Education. The University of Arizona College of Medicine - Tucson provides accreditation for up to 6.5 AMA PRA Category 1 Credits.
• Physician Wound and Amputation Care (PWAC)minorOthersIndustry partnership displaying PWAC logo on SLG website as part of industry partnership section, indicating collaborative relationship in healthcare industry.
• National Association of Spine Specialists (NASP)minorOthersIndustry partnership displaying NASP logo on SLG website as part of industry partnership section, indicating collaborative relationship in healthcare industry.
• America's Physician Groups (APG)minorOthersIndustry partnership displaying APG logo on SLG website as part of industry partnership section, indicating collaborative relationship with major physician group organization.
• CAHPS (Consumer Assessment of Healthcare Providers and Systems)minorOthersSLG is an approved vendor for CAHPS survey programs including CAHPS for MIPS, CAHPS Hospice, CAHPS with PCF supplemental items, CG-CAHPS, HCAHPS, HHCAHPS, ICH CAHPS, and OAS CAHPS.

Scale indicators5 records

Recent moves5 records

Expansion highlights5 records

Direct peers

• CipherHealth: CipherHealth is a healthcare-focused patient-engagement platform offering outreach, rounding, communication, and feedback workflows. It is comparable to SLG where clients want a technology-enabled patient experience and feedback layer.
• SPH Analytics: SPH Analytics provides healthcare survey, CAHPS, patient-experience, and quality-measurement solutions to providers and health plans. Its regulated survey administration and analytics are closely comparable to SLG's approved CAHPS and benchmarking capabilities.
• Binary Fountain: Binary Fountain is a healthcare reputation and patient-experience platform focused on feedback, reviews, and reputation insights. It directly overlaps with SLG's survey data, online ratings, and service-recovery tools.
• Press Ganey: Press Ganey provides healthcare patient-experience, safety, and satisfaction measurement, including CAHPS surveys, analytics, and improvement consulting. It is a direct comparator to SLG's survey administration, benchmarking, and service-quality improvement offering.
• NRC Health: NRC Health is a healthcare consumer-intelligence and patient-experience company offering surveys, CAHPS measurement, reputation insights, and improvement services. It competes directly with SLG's patient-feedback and benchmarking work.

Broad incumbents

• Qualtrics: Qualtrics is a broad experience-management platform with customer, employee, and patient feedback, survey, and analytics capabilities. It is a broader incumbent than SLG but competes for enterprise survey and patient-experience programs.
• Reputation.com: Reputation.com is a large reputation and customer-experience management platform with healthcare capabilities spanning reviews, listings, messaging, and analytics. It is a broad incumbent that overlaps with SLG's online ratings and patient-feedback workflows.

Others

• HealthStream: HealthStream is a healthcare workforce learning and performance company offering education, training, and credentialing solutions. Its clinician education and training focus overlaps with SLG's seminars, CME, and service-quality programs, while its core business remains adjacent rather than survey measurement.

Emerging players

• Solutionreach: Solutionreach provides patient communication and engagement software for healthcare practices, including messaging, reputation, and feedback workflows. It overlaps with SLG's patient communication, service-recovery, and experience-improvement activities.
• Luma Health: Luma Health is a patient-engagement platform for providers that automates communication, access, reminders, and care workflows. It is an emerging player with partial overlap in patient communication and experience improvement, but less emphasis on survey benchmarking than SLG.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat5 records

Key risks5 records

Key highlights7 records

Customer concentration

• Xx.com/SullivanLuallin

Revenue estimate

Valuation estimate

Number of profiles

Profiles5 records

Funding overview

Funding rounds

Investors

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 SullivanLuallin Group