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US hospital firm HCA appoints chief patient experience officer

Lyn Ketelsen will lead improvement of patient experience
Lyn-Ketelsen-HCA

Hospital Corporation of America (HCA), a US-based hospital company, has appointed its first chief patient experience officer.

Lyn Ketelsen, a registered nurse, joins the HCA from the Studer Group, a private organisation that helps healthcare providers improve outcomes with a focus on patient experience.

The HCA has created a patient-focused position in order to share best practice from its network of hospitals and to ensure patients are receiving the best experience possible.

R Milton Johnson, HCA's chairman and CEO, said: “The creation of this new position will enable us to identify and codify practices that help ensure the patient experience throughout HCA matches the high level of care we provide.”

Ketelsen's experience in healthcare includes 17 years with Genesis Health Systems, where she held various nursing positions. During her last four years at Genesis she served as an internal consultant and developed a successful customer service strategy.

16th January 2015

From: Healthcare

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