Speaker Introduction

Mary Malone is a passionate advocate for transforming patient and family experiences with all aspects of the health care system. In her roles of catalyst, coach and consultant, she helps health care leaders integrate the patient/family perspective into both strategy development and performance improvement initiatives. Her emphasis is on improving patient experiences by creating and sustaining a culture of "patient-inspired excellence" and inspiring the hearts of health care professionals. In her search for "best practices" she's visited nearly 1,000 hospitals and affiliated organizations.

An insightful strategist, Mary writes and speaks often about a wide range of topics in health care leadership and service improvement. She is a sought after commentator on the future of customer service in health care and gives several hundred presentations each year to hospitals, healthcare organizations and professional societies. She's widely recognized as an expert resource for individuals and teams helping to create Wow experiences for patients, families, physicians and healthcare professionals.

Her 30 years of experience in health care includes working on a food service tray line, serving as a unit secretary, a nurses' aide and in several administrative positions. She's also been a patient and patient family member, and shares those experiences as well.

Prior to forming her own firm, she spent nearly 15 years at Press Ganey Associates, where she was a senior leader and executive director of consulting services. A popular speaker and prolific writer, she recently co-edited a book entitled Making It Right on successful service recovery strategies. She is a contributing editor for Masterpieces in Health Care Leadership: Cases and Analysis for Best Practices, published by Jones & Bartlett in 2007.

Mary received an M.S. in Health Systems Management from Rush University in Chicago, IL, and her Juris Doctor from the University of Notre Dame Law School. She also holds a B.S. in Biology and a B.A. in Anthropology from the University of Notre Dame.

A Jersey Girl, she's a Bruce Springsteen "aficionado" and has seen him in concert 73 times!