Co-developed and taught HSM 506 "The Patient Experience" a required course for first year students in the Health Systems Management graduate program at Rush University (Chicago).
I am a passionate advocate of improving all aspects of the health care system - with a particular emphasis on improving patient/family experiences. I tweet on this and related issues @ptsatexpert.
For the past decade, I have been an independent catalyst, coach and consultant. Prior to that I spent nearly 15 years as a senior leader at Press Ganey.I've visited nearly 1,300 health care organization; mentored scores of health care professionals and write/speak often on this topic.
Specialties:
Improving patient/family experiences
Engaging employees in service excellence
Understanding and using patient satisfaction and patient experience data (including H-CAHPS, CG-CAHPS and other CAHPS measures)
Coaching for service improvement
Developing leadership and accountability skills for improving the patient experience