Susan Osborne, RN, MSN, MBA

VP, Patient Experience
Piedmont Healthcare

Susan joined the Piedmont Healthcare team in 2007. As vice president of Patient Experience, Susan is responsible for enhancing and strengthening the relationship between Piedmont Healthcare and its internal and external customers.

Susan has been a registered nurse for more than 30 years. Prior to joining Piedmont, she was a coach with the Studer Group and helped many organization improve the patient perception of care and operational excellence. In 1997- 2004 She was the Director of Inpatient Services for Children’s Healthcare of Atlanta.

Susan has been published on The Art of Rewarding and Retaining staff and Creating fun in the workplace. She is a talented presenter and facilitator who is not afraid to make you laugh! She has spoken for

She has spoken to some of the largest and most prestigious systems in the country including Baylor, Kaiser Permanente, Children’s Healthcare of Atlanta, Dartmouth Medical Center, Press Ganey, AONE and The National Association of Neonatal Nurses.

Please help me welcome Susan Osborne as she presents on “MD Transparency.”

Check out the incredible speaker line-up to see who will be joining Susan.

Download The Latest Agenda

Day 2

Wednesday, March 12th, 2014

11:10 Keynote: Physician Transparency In MD Practices

In 2012 we initiated an e-survey for all of our employee physician offices. We have over 100,000 surveys returned for FY 14. In April 2014 Piedmont Healthcare started posting comments from our patients on the internet for the MD questions. We also provide a star rating system for their visit based on the 5 point rating scale from our Patient Survey vendor. Managing your social media is key to increasing new patient volume.

The Participant will learn the following:

• Three benefits why MD transparency is good for

your organization

• Identify important steps to get MD by in for your

organization

• Describe the process

13:20 PX Leaders Interactive Roundtable Discussions

Table 1 : Leadership Accountability Best Practices

Moderator: Grace Ibe, Senior Director, Service Excellence and Culture Development, Dignity Health

Table 2: Using Patient Comments to Guide Improvement

Moderator: Jan Althouse, Patient Satisfaction Coordinator, Cook Children’s Healthcare System

Table 3: The Human Service Conundrum…How Far Do We Go?

Moderator: Sharon Parker, Director of Patient Advocacy, University of Hackensack Medical Center

Table 4: The Connection Between Patient Expectations And Satisfaction

Moderator: Julie Becker, DBA, RN, VP, Patient and Family Experience, Wheaton Franciscan Healthcare

Table 5: What You Need to Know About CG-CAHPS

Moderator: Susan Osborne, RN, MSN, MBA, VP Patient Experience, Piedmont Healthcare

Table 6: Improving Nurse Communication

Moderator: Megan King, Director, Patient Experience, Geisinger Health System

Table 7: Best Practice Use Of Lead Indicators To Achieve Rapid And Sustained PX Improvement

Moderator: Joel High, Performance Improvement Coach, TruthPoint

Table 8: Keeping Patients Engaged With Virtual Health Assistants

Moderator: Thomas Morrow, MD, Chief Medical Officer, NextIT

Table 9: Aromatherapy for the Clinical Setting: Reduce Anxiety and Improve Patient Satisfaction

Moderator: Caryn Gehlmann, Certified Clinical Aroma Therapist, Beekley Medical

Table 10: Translating Patient Data Into PX Improvements

Moderator: Cassandra Willis-Abner, Director, Service Excellence,University of Michigan Hospitals and Health Centers

Table 11: Translating Patient Experience Work For Your Staff

Moderator: Gregory Berney, MSW, Senior Manager, Patient Experience, Cone Health