Mary's Passion: Improving patient experiences

Can you imagine the benefits that accrue to your health care organization when it dramatically improves the services it provides for patients, families, clinicians, physicians, employees and your community?

What about the benefits for you?

This is what I do.

I'm Mary Malone and I am a passionate advocate for transforming patient and family experiences with all aspects of the health care system.

After nearly fifteen amazing years as a senior leader at Press Ganey Associates, I formed Malone Advisory Services in 2005 to help health care leaders and professionals achieve this goal.

I believe in creating a culture of Patient-Inspired Excellence.

I believe in the power and the passion of health care professionals to make things better.

I believe that operational excellence and service excellence are nearly inseparable and that improving service is a powerful growth strategy.

I believe that all health care leaders - from shift supervisors to CEOs - have the opportunity, and obligation, to deliver better service - to their patients, their staff and their community.

Patient experience data - whether H-CAHPS or other satisfaction data - provides a critically important perspective. But the numbers are not enough.

I've visited nearly 1,000 hospitals and have studied with and learned from the leaders in service and quality improvement. My passion is sharing what I've learned; helping you to dramatically improve your results.

The secret, if there is one, is to acknowledge that almost every health care organization is already doing a good job. But good isn't good enough anymore. It's all about the Wow - exceeding the expectations of your customers.

If you're like most hospitals, you're likely on the right path. You've started on a journey to service excellence. Maybe you've adopted service standards; maybe you are using scripting or rounding or service recovery or improved your reward and recognition for staff - but you still want to do better. And you want to do more.

In my roles of catalyst, consultant and coach - I've brought a fresh perspective to and shared innovative ideas with thousands of health care professionals. And it works.

I believe that every health care organization can, and should, improve.

And I believe, inspired by your patients, you will.

How can I help you?