Joan Kelly, Distinguished Chief Experience Officer, Joins Press Ganey as Partner and Strategic Consultant
BOSTON–(COMMERCIAL THREAD) – Press Ganey recently announced the appointment of Joan Kelly as a partner in its growing strategic advisory group. Kelly comes to Press Ganey with over 15 years of dedicated customer experience expertise for the health and wellness space, most recently from Yale New Haven Health System as Director of Experience.
Prior to Yale New Haven Health, Kelly served as the Patient Experience Manager at NYU Langone Health System, where she was the architect of the Perfect experience. Every patient. Everytime. model designed to drive the institution not only through operational changes, but also towards the highest level of ‘patient-centric’, focusing on behavioral changes that have an impact on the experience and satisfaction of the patient. patient.
âJoan’s dedication, compassion and ability to inspire change make her a true pioneer in the client and patient experience,â said Charles Hagood, president, strategic consulting and transformational services, Press Ganey. âHis expertise in two of the country’s major health systems will be invaluable to organizations that need support for service reengineering and the culture of cultural change. Hagood also added, âJoan will work closely with clients, including providers and payers, as we launch our new design and innovation solutions to rethink and transform the way care is delivered.
Kelly has also led large-scale transformation in multi-faceted organizations including Humana, Virgin, Harvard University, NASA, the US Department of Defense and The Walt Disney Company.
âThere are deep parallels between healthcare and other sectors. By applying the principles of top performing organizations that consistently deliver great experiences, I look forward to helping healthcare systems drive lasting change and remove friction from processes, âsaid Kelly. âFinding a doctor, planning a procedure and paying a bill are completely different encounters, but for the patient it is an experience. We need to understand evolution as a complete journey and how needs and behaviors differ at each point of contact. Only then can you build what is right.
In addition to her consultancy work, Kelly serves on the Joint Commission’s Patient and Family Advisory Council and recently completed her doctoral dissertation, The COVID-19 Hospital Patient Experience, through the University of Pennsylvania, where she also obtained her MSEd. Additionally, she received her MBA from the Simmons School of Management and was previously an Assistant Associate Professor at the NYU Wagner School of Public Service.
To learn more about Kelly and Press Ganey’s strategic advisory services, visit PressGaney.com.
About Presse Ganey
Ganey Press pioneer of the healthcare performance improvement movement 35 years ago. Today, Press Ganey offers an integrated suite of solutions that enable business transformation along the patient journey. Delivered through a leading digital platform built on data security, Press Ganey’s solutions address security, clinical excellence, patient experience and workforce engagement . The company works with more than 41,000 healthcare facilities in its mission to reduce patient suffering and improve the resilience of caregivers to improve the overall safety, quality and experience of care.