Susan Osborne

Susan Osborne is Registered Nurse with over 30 years of experience in Leadership and has coached Senior Executives, Hospital leaders and Doctors for over 17 years with great results in Patient Experience, people, quality, growth and financial Pillars.  Susan has coached over 70 organizations since 2004 to improve experience. She has held numerous leadership positions and her own consulting business. 

Susan is the System Director of Patient Experience for Gwinnett Healthcare in Lawrenceville, GA. 

In 2015 Susan held the position of  System Director for CHRISTUS Health based out of Dallas Texas for 2 ½ years.  A Faith based system with 28 hospitals in Texas, Louisiana and New Mexico.   Prior to joining CHRISTUS Health she held the position of Vice President for Patient Experience for Piedmont Healthcare for 7 years.   Susan worked as an Executive Coach for the Studer Group for 5 Years so well versed in the Must Haves.   She is passionate about improving both the Patient and Associate experience.   Susan has proven that staff retention is the key to an organizations success. Under her leadership, she decreased RN turnover in critical care from 34 percent to 9 percent within a 2-year period at Children’s Healthcare of Atlanta at Scottish Rite Susan is the author of several articles including: Recruitment; Rewarding and retaining your staff.

She helped Piedmont Healthcare become the 2nd organization in the US to provide physician transparency of patient experience results. She was successful in moving ED overall performance as well. Piedmont Atlanta Hospital ED was selected as Press Ganey ED Success Story for 2015. Susan has coached over 100 physicians to improve their patient experience and communication skills with staff and patients. 

Susan is based out of the Atlanta area and continues to coach organizations to drive improvement.