I excited to share that I’m starting a new support role as Managing Director of the Human Experience Practice at ProNexus Advisory!I feel both privileged and honored to join this amazing team of dedicated professionals who are passionate about transforming healthcare for everyone. The talent and knowledge within our group are truly exceptional. If you need consulting expertise, we’ve got a diverse array of independent consultants ready to tackle complex healthcare issues with you. Together, we can make a difference!

From healthcare executive to cancer survivor, Stephanie Abbott's unexpected journey led her to aspire for more out of healthcare and patient experience. Through this new lens and desire to survive, thrive and make a difference for others, Abbott Solutions was born. Our company recognizes that people drive success. We make it simple for people and processes to act properly. We deliver value by bringing insight to light and providing high quality customized support to solve challenges and deliver frictionless unparalleled experiences for people. ​Don't have the budget for a consumer department? We can do it all. Let us help you today.

Oversaw experience at system with 3,700 beds, 23 ERs, and 350-plus medical clinics (MACAHPS and ACO). Developed and executed corporate strategic plan for advancing consumer experience and employee engagement aligned with enterprise framework. Reimagined, designed, and executed process improvements, utilizing journey mapping to better understand customer needs, motivations, and dislikes to create world-class experience for customers and employees.• Generated $100 million in revenue across several digital programs with one partner ($50 million projected for 2023).• Transformed consumer financial experience, achieving 90%+ activation and 130%+ increase in payments.• Facilitated Google Star rating increase of +.7 stars as well as 58% review increase, improvement range +.1-1.6, and average facility increase of .65 stars.• Enhanced patient experience across "likely to recommend" survey for both CAHPS and non-CAHPS.o Added +1.58% via HCAHPS and +1.07% via inpatient.o Expanded one-on-one coaching support at hospital one (+20% for LTR and +26% for HCAHPS), unit one (+27% for LTR and +17.14% for HCAHPS), and unit two (+7.36+ for LTR and +5.36% for HCAHPS).o Achieved +3.78% increase for ER performance.• Won Healthgrades 2022 Outstanding Patient Experience Award for “likely to recommend,” with gains at hospital one (89%, or 19% higher than national average), hospital two (84%, or 14% higher than national average), and hospital three (81%, or 11% higher than national average).• Featured as one of 52 outstanding health system chief experience officers in 2022 and 2023 (per Beckershospitalreview.com).

Oversaw experience at 15 hospitals (4,198 beds) and 24 ERs. Developed and executed corporate strategic plan for advancing consumer experience and employee engagement aligned with enterprise framework. Reimagined, designed, and executed process improvements, utilizing journey mapping to better understand customer needs, motivations, and dislikes to create world-class experience for customers and employees. Provided support and offered direction with regards to obtaining favorable CAHPS and non-CAHPS results. Monitored and evaluated data reports, troubleshot areas of concerns, engaged with individual facilities to identify unique concerns, and assisted with development of action plans. Evaluated effectiveness of training courses, workshops, and other developmental interventions designed to address training needs of individuals or groups of employees. Designed, owned, implemented, and centrally monitored digital rounding technology. • Drove cumulative +8.6% improvement over two years across division performance. Won six Press Ganey awards in year two and three Press Ganey awards in year one.• Enacted and implemented PDSA (plan-do-study-act) cycle, journey mapping, and culture initiative across pilot ERs, with pilot ERs continuing to see year-over-year improvements in overall rating (+4.9%), safety (+4.45%), empathy (+1.96%), hospitality (+4.27%), and general efficiency (+3.73%). Helped improve perception of patient experience by +4% (third highest in org).• Worked to design and execute three software applications to elevate safety and quality across division.o Improved nurse leader rounding by +20.75% (from 73.5% to 94.25%). Enacted Orbit rounding technology. Achieved highest division compliance within org for five quarters. Ranked within top three divisions for entire org.

Fostered experience at four hospitals (940 beds).Provided support and offered direction with regards to obtaining favorable CAHPS and non-CAHPS results. Monitored and evaluated data reports, troubleshot areas of concerns, engaged with individual facilities to identify unique concerns, and assisted with development of action plans. Evaluated effectiveness of training courses, workshops, and other developmental interventions designed to address training needs of individuals or groups of employees. • Enhanced inpatient (+7.3), women’s (+26.9), and A5 ortho (+23.9) ratings at hospital one.• Increased inpatient ratings by +22.2 points at hospital two. • Improved inpatient-RN communication by +3.7 points at hospital three.

System Assistant Director Patient Experience, 2015-2017Region Director Patient Experience, 2014-2016Managed patient experience at system with 22 hospitals (3,800 beds). Developed and executed corporate strategic plan for advancing consumer experience aligned with enterprise framework. Reimagined, designed, and executed process improvements to better understand customer needs, motivations, and dislikes to create excellent experience for customers and employees. Provided support and offered direction about obtaining favorable CAHPS and non-CAHPS results. Monitored and evaluated data reports, troubleshot areas of concerns, engaged with individual facilities to identify unique concerns, and assisted with development of action plans. Evaluated effectiveness of training courses, workshops, and other developmental interventions designed to address training needs of individuals or groups of employees. • Increased overall inpatient ratings by +1.4 points during tenure.• Redesigned safety handoff process and partner support program.Led patient experience at seven hospitals. • Enhanced two-region hospital rating by +2.1 points across 2015 and 2016.• Bolstered seven-region hospital rating by +7.6 points across 2014 and 2015.

• Restructured Board of Directors.• Assisted in strategic planning, budgeting, and forecasting.• Assisted in policy interpretation, development and deployment.• Assisted in project management.• Assisted in staffing and payroll.• Assisted in complaints and grievance management.• Leadership/staff development and employee retention.• Assisted in budget preparation.• Assisted in regulatory and compliance for quality accreditation.

Increased HCAHPS top box score by 15.4%. Enhanced hospital ranking within HCA from 134 to 40 (of 134). Fostered and achieved most improved hospital in HCAHPS ranking within all of org’s primary network.