Nashville, TN—HCA (NYSE:HCA) today announced the appointment of Lyn Ketelsen, RN, MBA, as the company’s first chief patient experience officer, effective February 23, 2015.
In this role, Ketelsen will be responsible for leveraging best practices that have been developed at HCA’s 166 affiliated hospitals and other healthcare providers throughout the company to help ensure patients have the best experience possible.
“HCA has fabulous caregivers and physicians who put patients first and deliver high quality care. The creation of this new position will enable us to identify and codify practices that help ensure the patient experience throughout HCA matches the high level of care we provide,” said R. Milton Johnson, HCA’s chairman and chief executive officer. “Lyn Ketelsen has a broad background as both a clinician and consultant, and she is familiar with HCA’s culture, having worked with a number of our hospitals. We are excited to add someone of her caliber and experience to our team.”
Ketelsen, who will report to John Steele, HCA’s senior vice president of human resources, joins HCA after more than 12 years with Studer Group, an organization that helps healthcare providers improve outcomes, particularly with respect to patient experience. There, Ketelsen helped organizations build a culture of operational excellence and improve patient, employee and physician satisfaction levels.
A registered nurse for more than 29 years, Ketelsen has worked in a variety of healthcare settings and has clinical experience in pediatrics as well as neonatal intensive care. For the first 17 years of her career she worked with Genesis Health System holding a variety of positions from staff nurse to nurse manager. During her last four years at Genesis, she served as an internal consultant, developing a customer service strategy that led to significant improvements in patient satisfaction.
Ketelsen earned her master’s degree in business administration from the University of Iowa and her bachelor’s degree in business administration from St. Ambrose University in Davenport, Iowa. She received her associates degree in nursing from Black Hawk College in Moline, Ill.
HCA is one of the nation’s leading providers of healthcare services, comprising locally managed facilities that include 166 hospitals and 113 surgery centers in 20 states and England. Eighty-five percent of HCA’s hospitals reporting core measure performance data to The Joint Commission for 2013 are on TJC’s current list of Top Performers on Key Quality Measures®, as compared to 36.9 percent of all TJC-accredited hospitals reporting 2013 data.