Thursday, February 7, 2008


As part of its ongoing commitment to patient and employee satisfaction, Piedmont Healthcare (PHC) has named Susan Osborne, R.N., vice president of service excellence.

She will implement efforts to enhance and strengthen the relationship between Piedmont Healthcare and all of its customers, internally and externally, and is accountable for service improvement efforts system-wide.

“Susan brings a wealth of hospital leadership and operations experience to Piedmont, having served as a registered nurse for more than 25 years,” said R. Timothy Stack, president and CEO of Piedmont Healthcare. "I look forward to her vision and guidance as we strive to enhance the experience of all those who seek services at Piedmont facilities and with Piedmont providers.”

“People choose healthcare careers to make a difference,” said Osborne. “I am here to help stimulate their passion for caring for patients. Making a difference in the life of a patient, physician or staff member is what service excellence is all about. The more we can decrease patient anxiety and improve our communication with patients, the better the care for everyone.”

Prior to joining Piedmont, Osborne worked with the Studer Group, where she coached large academic centers and physicians to help them improve the patient experience. She has worked with Baylor University Medical Center, Medical University of South Carolina, Vanderbilt University Medical Center, Shands at the University of Florida, Montefiore Medical Center and the University of Chicago. Before working with the Studer Group, Osborne served as director of inpatient services at Children’s Healthcare of Atlanta.

Osborne has written several articles on staff recruitment, retention and rewards programs. She earned a bachelor’s degree in nursing from Indiana State University, a master’s degree in nursing administration from Indiana University and a master’s of business administration from Troy State. She lives in Dunwoody, Georgia, with her husband, Jeff, and two daughters.

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