Patient service and quality improvement expert Lisa Allen has been named the first chief patient experience officer for Johns Hopkins Medicine.

In this newly created role, Allen will translate key concepts of service excellence and patient satisfaction into actionable programs and quality metrics that can be standardized across Johns Hopkins. This includes the health system’s six hospitals, several suburban healthcare and surgery centers, more than 40 specialty and primary healthcare sites, and the system’s home healthcare service providers.

Allen will also have responsibility for data collection methods and quality improvement metrics that capture patients’ perceptions of their hospital experience. She will develop rigorous interventions that target key areas for improvement identified by each hospital’s Hospital Consumer Assessment of Healthcare Providers and Systems scores. The HCAHPS survey assesses how well doctors and nurses communicate with patients.

A medical anthropologist by training, Allen received her Ph.D. from the University of Connecticut. Allen joined Hartford Hospital in 1988 as the director of quality management and outcomes measurement, where she led patient safety and quality efforts for almost 20 years. She also served as the associate vice president for quality, patient safety and experience at UMass Memorial Health Care, the largest provider of health services for central and western Massachusetts.

Prior to her arrival at Johns Hopkins, Allen was the systems vice president of quality, patient experience and patient safety at Steward Health Care System, an 11-hospital, community-based accountable care organization in Massachusetts.

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