Deb Spicer, Ms, Bs, Rn Email & Phone Number

Orlando, Fl, Us

United States

United States

Tampa/St. Petersburg, Florida Area

Tampa/St. Petersburg, Florida Area

Key Responsibilities• Responsible for leading patient-centered customer service emphasizing outstanding service and compassion for a market of four hospitals in the HCA West Florida division. Consults with hospital leaders, staff and educators as a subject matter expert for patient experience reporting and data analysis. • Responsible for implementing, directing and tracking measured patient experience outcomes such as CAHPS scores, customer satisfaction, employee engagement strategies, leadership development goals, and other quality indicators for the market.• Initiates working partnerships with market and hospital facility entities (e.g. Executive Leadership, Human Resources, Continuous Improvement, Communications and medical Groups).• Acts as lead faculty for patient experience education at a West Florida Market Center.• Achieves operating results through strategic thinking, maintains a customer/patient focus, builds relationships, team builds staff and motivates teams.

Taveres, Fl

Key Responsibilities:• Builds a culture of excellence leading the enhancement of customer experience and loyalty across the organization.­ In first 10 months increased HCAHPS 174 percentile points across all composites/domains through evidenced-based processes.­• Collaborates with all departments to ensure care is consistently patient-centered by partnering with leaders and caregivers to exceed the expectations of patients and families.­• Creates and tracts customer service metrics and management dashboards. ­ Increased an average of 14 percentile points in every HCAHPS domain/composite in first 10 months; driven by deep dives, blitzes (on-unit skills labs with nurse manager reinforcing expectations), huddle-based learning, and nurse leader / assistant nurse manager / and Patient Experience validations daily. ­ Analyzed and distributed reports for the daily patient experience reports for HCAHPS and Press Ganey. Provided comparative data and advised on action plans.• Investigates and reviews patient grievances and issues. Coordinates with Administration and Leadership to identify areas of improvement. Works closely with the Risk Management department to coordinate follow up activities to actual or potential grievances in accordance with CMS guidelines.• Relays information from patients/family members regarding physician conduct and communication to the appropriate physician when the feedback warrants their awareness/involvement. Makes appropriate executive, CMO, and leaders aware of physician complaints as appropriate. Reports patient experience and best practice data to appropriate committee/individuals. ­ Referred patients to select services/resources; responded personally when alternatives not available.

Orlando, Florida Area

Quantum Level Success June 2010 – December 2016Founder/ConsultantOrlando, Florida-basedMaster prepared senior leader with more than six years of patient experience consulting, focused on creating and sustaining an exceptional culture of patient engagement. In partnership with C-suite leaders, assisted lead academic, as well as 1, 2, and 3-star hospitals across the nation in the development and training of significant, evidence-based patient experience initiatives. Services included: • Conducting ethnography and deep dive research to uncover cause(s) and complexities affecting the delivery of exceptional patient experience on lower performing units.• Assisting in the development and training of targeted improvement plans to drive excellence in the patient and family experience.• Delivering advisory services, back-up research and certified training to drive increased HCAHPS scores and improve clinical quality and safety measures that sustain a high-performance environment.

Global

Business Senior Leader March 1995 – June 2010Corporate Global Leadership Atlanta, GA and Orlando, FL Summary: For fifteen years, served as global corporate leader in publicly-traded and dual-listed companies. During the corporate business and senior leadership years, served in positions of increasing challenges. Key highlights include: • Customer-focused senior leader recruited to global executive team to achieve corporate turnaround ­ Relocated to London to oversee global change management intiatives. ­ Cross-functional frontline experience in Australia, Europe, North America, South Africa, and South America.­ Drove new global standard operating procedures (SOPs) and brand strategies across 42-countries. • Project sponsor of three global Black Belt, Six-Sigma improvement initiatives.­ Delivered > $5M savings globally in one year.­ Delivered 100% team-based KPIs. Led to sustainable improvements across systems. • Reputation for instilling creative and empowered high-performance teams in business development, program management, strategic planning, process improvement and multichannel communications.

Master Of Science,, Healthcare Policy And Public Administration, Summa Cum Laude

Bachelor Of Science (B.S.), Health Communications

President's List

Diploma, Registered Nurse