Susan speaks and writes for health care organizations and associations on the topics of patient experience, leadership and culture.
She is the author of five books, the first being Managing Patient Expectations. Susan, a former hospital vice president, attained the designation of Fellow of the American College of Healthcare Executives and Fellow of the American Society for Healthcare Risk Management. From 2008-2011, Susan served as a member of the Board of Examiners for the Malcolm Baldrige National Quality Award. She is also a Commissioner on the Connecticut State Commission on Medicolegal Investigations and teaches at Quinnipiac University.
Her clients include Cleveland Clinic, Mayo Clinic, Massachusetts General Hospital, Kaiser Permanente, Hartford HealthCare, NewYork Presbyterian, Lahey Health, Baptist Health, and Yale NewHaven Health.
Recognizing the real need to improve patient access and patient experiences on the phone, Susan created Telephone Rapport, a team based program that makes conversations consistently professional and kind.