A Cleveland Clinic & HIMSS Event. Find out more

Cleveland, OH
Cleveland Clinic
May 13-15, 2019

Jennifer McNamara

Director of Clinical Services
Gosford Private Hospital

A registered nurse with 20 years experience in the Australian private health sector working in a variety of roles with the last 10 years in leadership positions. Jennifer values the importance of using historic data to understand trends and implement changes to clinical care that will have a positive impact on patient outcomes and experience. Professionally, Jennifer is driven by a passion for value based health care, outcome measures and patient experience. Jennifer believes staff engagement is a key mechanism for patients reporting positive experience in a healthcare facility. She believes that organizational culture and leadership teams have a crucial role to play in ensuring positive patient experience. The culmination of all these ensures that clinical practice meets professional service values and facilitates growth and sustainability.

May 14, 2019
10:45am - 11:25am
Room 21

This session will describe the journey to better patient experience that Australia’s Gosford Private Hospital has undertaken over the past 18 months. As attendees will learn, this involved embracing new company values underpinned by patient-centered care – a major change in strategic focus from commercial growth to value-based care and patient experience.

The goals: Ensure patients, staff and visitors have positive experiences and outcomes; create an organizational culture that values and is guided by consumer engagement.

Key discussion points:

  • Consumers sharing their experience with staff has a significant impact and adds meaning.
  • There is great importance in engaging staff from the ground up in a way that is meaningful to them.
  • Executive passion is infectious and affects the level of success.

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