Kaley Perry

• Directed strategic efforts to improve patient experience, driving significant growth in HCAHPS scores.
• Analyzed patient satisfaction data to identify trends and develop improvement solutions.
• Implemented bedside shift report workshops and conducted consistent patient rounding in the Birthing Center, engaging key stakeholders and improving the Nurse Communication domain from the 15th to the 87th percentile.
• Developed multiple initiatives that improved the Nurse Communication domain for the Inpatient market, raising scores from the 14th percentile in 2024 to the 26th percentile currently.
• Drove improvements in Doctor Communication through targeted initiatives, raising the percentile ranking from 5th in 2024 to 14th currently in the Inpatient market.
• Partnered closely with physician and nursing leadership to conduct co-rounding sessions, improving real-time communication, care coordination, and patient outcomes.
• Developed lunch and learn programs with physicians to share best practices for enhancing patient experience.
• Provided feedback and coaching to Managers, Supervisors, and Charge Nurses to improve rounding practices that enhance patient communication and engagement.
• Led efforts to consistently round on 81% of patients daily, supporting clinical excellence and patient engagement.
• Collaborated effectively with multidisciplinary teams across diverse healthcare settings, including freestanding emergency departments, critical access hospitals, and full-service hospitals.
• Mentored individuals at all leadership levels, from charge nurses to managers and directors, fostering professional growth and leadership development across the organization.
• Spearheaded a "Back to the Basics" day with market leaders, focusing on associate experience including XP survey results, communication, stop light reports, and celebrations, as well as patient experience with AIDET and the 10-5 rule.
• Led NPS (Net Promoter Score) training for frontline clinical and support staff to enhance patient experience and service excellence.
• Innovator of 'Walk In Your Shoes' days with support service teams to foster collaboration, gain frontline insights, and provide targeted coaching and feedback to drive service excellence.
• Led in person orientation programs on AIDET, the 10-5 Rule, and Service Excellence to enhance patient and staff interactions.
• Delivered service excellence training to promote empathy, communication, and accountability.
• Created and conducted educational programs covering service recovery, patient service excellence, and AIDET techniques to boost staff communication and overall patient experience.
• Implemented real-time service recovery and proactive rounding to resolve patient concerns.
• Empowered frontline staff with tools and training for effective service recovery.
• Trained Charge Nurses in Nurse Leadership Rounding (NLR) to develop consistent, compassionate care.
• Created Leadership Development programs for nighttime Nursing Supervisors to strengthen team leadership.
• Collaborated with our Patient, Family, and Advisory Council (PFAC) to establish best practices for delivering care tailored to the needs of our community.
• Designed Rapid Assessment Zone (RAZ) Communication Boards to improve care coordination.
• Participated in Gemba Wildly Important Goals (WIGs) Rounding to drive continuous improvement.

Awards Won: Difference Maker Award: Springfield Market Experience of Care Leader Summit: February 2025

• Led presentations to the community and students informing them about BGSU's Public Health program.
• Facilitated public health education sessions to raise awareness and improve community health outcomes.
• Collaborated with faculty and students to spread awareness of healthcare policies.
• Worked with research on a variety of healthcare topics to expand knowledge on specific issues.
• Compiled and synthesized data to identify larger trends and research patterns impacting areas of study.

• Collaborated with professionals from multiple backgrounds and varying levels, from the bedside through the administrative team.
• Retrieved data from Press Ganey and Tableau to identify key insights into how each unit and hospital is contributing to the ministry.
• Created reports through the Press Ganey Query tool to optimize opportunities.
• Worked with Narrative DX to get insights from all avenues of patient feedback.
• Coordinated a Patient Care Tech simulation skills lab day to strengthen clinical skills and promote best practices for enhancing the experience of care through purposeful rounding.
• Coordinated education events for staff and created informal and formal well-being programs.
• Led project over hospitalist communication with patients to ensure the best quality of care possible.
• Researched evidence-based practice and presented data to assist in driving results.

• Managed and motivated a team of 20 sales associates to consistently meet and exceed company sales objectives.
• Communicated sales goals and tracked milestones to ensure targets were surpassed.
• Made critical decisions to maintain optimum productivity.
• Set clear goals for team members and ensured accountability with positive reinforcement to drive behavior change.