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Johns Hopkins Medicine Appoints First Chief Patient Experience Officer - 09/15/2014

Johns Hopkins Medicine Appoints First Chief Patient Experience Officer

Lisa Allen to lead service excellence and patient satisfaction efforts across the academic health care delivery system
Release Date: September 15, 2014

Patient service and quality improvement expert Lisa Allen has been named the first chief patient experience officer for Johns Hopkins Medicine.

In this newly created role, Allen will translate key concepts of service excellence and patient satisfaction into actionable programs and quality metrics that can be standardized across Johns Hopkins. This includes the health system’s six hospitals, several suburban health care and surgery centers, more than 40 specialty and primary health care sites, and the system’s home health care service providers. Allen assumes the position on Sept. 15.

Known for her collaborative leadership style, Allen will work with system and hospital leadership and frontline medical staff to implement a systemwide performance improvement strategy that supports the active involvement of patients and their families in treatment and clinical care plans. A 25-year veteran in the patient service field, Allen has successfully driven a culture of service excellence and accountability across large academic medical centers, community hospitals, and nonprofit and for-profit health care systems.

“People come to our hospitals from near and far for everything from routine surgery to innovative treatments for rare diseases,” says Ronald R. Peterson, president of The Johns Hopkins Hospital and Health System and executive vice president of Johns Hopkins Medicine. “The patient experience is at the very core of what we do. Under Lisa’s leadership, we will continue to provide the best clinical care while treating our patients and their loved ones the way we’d want to be treated.” 

The necessity of patient and family involvement in clinical care and its relationship to better patient health outcomes has been well documented. The Institute of Medicine, in its Crossing the Quality Chasm: A New Health System for the 21st Century report, stressed the importance of engaging patients and their loved ones in the care experience, including in health care decisions and treatment options.

“When patients are engaged in their care, they experience better outcomes and lower costs,” says Peter Pronovost, senior vice president for patient safety and quality for Johns Hopkins Medicine and director of the Johns Hopkins Armstrong Institute for Patient Safety and Quality. “We need to ensure that all of our patients experience outstanding care—specifically, that they feel respected by their care providers, are allowed to participate in their care, and leave the hospital with a good understanding of their home and follow-up care plans.”

Allen also will have responsibility for data collection methods and quality improvement metrics that capture patients’ perceptions of their hospital experience. She will develop rigorous interventions that target key areas for improvement identified by each hospital’s Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) scores. The HCAHPS survey assesses how well doctors and nurses communicate with patients.

“Lisa has a proven track record of implementing customized programs that accurately gauge patient satisfaction, all while reducing waste in health care delivery,” says Pronovost. “We could not be more pleased to have her leading our patient service efforts and helping us to identify ways to deliver the best experience possible to our patients and their families.”

“At Johns Hopkins, we strive every day to ensure that our service meets the same standards of excellence as our science,” says Judy Reitz, executive vice president and chief operating officer of The Johns Hopkins Hospital and vice president for quality improvement for Johns Hopkins Medicine. “I am thrilled to have Lisa spearheading our patient experience efforts so that we can continue to provide the safest, most compassionate environment possible for our patients.”  

A medical anthropologist by training, Allen received her Ph.D. from the University of Connecticut. Allen joined Hartford Hospital in 1988 as the director of quality management and outcomes measurement, where she led patient safety and quality efforts for almost 20 years. She also served as the associate vice president for quality, patient safety and experience at UMass Memorial Health Care, the largest provider of health services for central and western Massachusetts. Prior to her arrival at Johns Hopkins, Allen was the systems vice president of quality, patient experience and patient safety at Steward Health Care System, an 11-hospital, community-based accountable care organization in Massachusetts.