Katie believes the healthcare experience matters. It matters for every person: Patients, Caregivers, Providers. As President of the Healthcare Experience Foundation, Katie is taking bold steps to assure that every organization has access to resources for engaging patients and developing their workforce to achieve results. Katie is an innovator, implementing new ways to deliver the best in patient-centered care. She has influenced hundreds of organizations and thousands of leaders to equip their cultures and instill competencies that create environments of person-centered excellence. Her fundamental tenet is that every person is worthy of an environment where they feel confident in receiving and delivering the best possible care.
A leader among leaders, Katie previously served on the HealthStream Leadership Team as Vice President of the Engagement Institute. She also served on the Baptist Health Care (BHC) leadership team in Pensacola, Florida, where she supported the system’s sustained journey to excellence. Katie has led teams of expert coaches dedicated to improving the quality of the patient experience and has been instrumental in creating leading edge learning assets to support patient experience competencies. She is most proud of having grown Baptist Leadership Group to one of the most respected healthcare coaching practices in the country before they were acquired by HealthStream in 2013.
Katie is the lead author of The HCAHPS Imperative for Creating Patient-Centered Excellence and is currently writing her second book about the importance of speaking the patient’s language. She is frequently quoted and has been published in Healthcare Financial Management Magazine and Hospitals and Health Networks. She is an internationally-recognized speaker and has presented for many highly-respected organizations, including American College of Healthcare Executives, Beryl Institute, Cleveland Clinic’s Empathy Summit, Society for Healthcare Strategy and Market Development, and Healthcare Financial Management Association.
Company/Affiliation: Healthcare Experience Foundation