Susan Osborne

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.