Susan Osborne

Director of Patient Experience Gwinnett Healthcare

With more than 35 years of clinical nursing, healthcare operations and patient experience, Susan Osborne has a proven record of accomplishment of developing leaders and managing performance for outcomes. Susan is the Director of Patient Experience for Hamilton Health Care System. In the 3 years Susan has been there Patient Experience LTR for 6 service lines has improved from 74.5 % Top Box to 84.5% Top Box in 12 months. ED performance moved from the 3rd %ile to the 90th%ile in 9 months FY 24. For FY 25 current ED results are 89th%ile.

Susan has held executive roles in many large Healthcare facilities with proven outcomes. CHRISTUS Health System, Piedmont Healthcare Atlanta, Georgia, Children’s Healthcare of Atlanta and for the Studer Group a healthcare consulting group, Service Excellence Coaching, LLC and Osborne Consulting, LLC.

Susan resides in Atlanta, Georgia, has 2 Daughters and one granddaughter. She is passionate about the patient experience and making a difference.

Day 2: From Insight to Impact: Operationalizing Patient Experience

1:45 PM Case Study: Rounding – Roadmap to Emergency Department Success

The Emergency room is the front door to the hospital. Twenty four percent of our ED patients are admitted to the inpatient units. The experience in the Emergency room will impact all inpatient stay in the hospital. Many Emergency Rooms have opportunity to improve their patient experience and change their unit culture. In this session participants will learn how we moved the Emergency Department PX results from the 3rd%ile to the 90th %ile in 9 months in Fiscal year 2024. Current Emergency Department results remain at the 89th%ile YTD for Fiscal year 2025. Results will be shared, along with Hamilton Health Care System’s playbook for improvement.

· Understand why rounding is one of our safety and service initiatives

Demonstrate the questions of rounding that help drive results
Learn three tools that will impact your ED PX results
Engage staff and physicians on this PX journey

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

Download The Latest Agenda