Biography:

As the senior leader of a national consulting firm, Katie Owens has worked with hundreds of organizations and thousands of leaders to equip their cultures and instill competencies that achieve breakthrough performance with quality, safety, patient experience, and workforce engagement. Her fundamental tenet is that every person is worthy of an environment where he or she can receive and deliver the best possible care. She is the lead author of the HCAHPS Imperative for Patient-Centered Excellence and frequently authors in respected industry publications and journals.

As a coach and national speaker, Kathy Boswell combines proficiency in health care human resources and organizational development with customer service work, resulting in a highly experiential coaching and mentoring style. A strategic thinker, she focuses on solutions, approaching improvement with creativity, innovation, and collaboration.

Hope Brown has applied her expertise in statistical analysis, physician studies, and patient experience to help clients use their data to improve customer service and achieve market leadership. She is recognized as a leading consultant to hospitals and health care systems seeking to leverage best practice models to maximize HCAHPS scores. Her skills in executive training and physician engagement and her deep-seated knowledge of multiple product lines round out a broad base of experience that has enabled her to contribute significantly to the health care industry.