Executive To Lead Service Excellence at Medical Center
Posted 10/22/2009
COLUMBUS, Ohio – Kathy R. Matney has been named to the newly created position of executive director of service excellence at Ohio State University Medical Center. Ohio State is one of only a few academic medical centers to utilize a fulltime professional to reinforce and strengthen its commitment to the customer experience.
Matney has more than 20 years experience assisting corporate leadership teams in the broadening and building of highly effective patient satisfaction programs. Much of her work in the past nine years has been with academic medical centers through the consulting firm Studer Group.
Dr. Steven G. Gabbe, CEO of OSU Medical Center, said the new position is important to Ohio State’s goal of taking a national leadership role as a high-performing organization and a workplace of choice.
“Patient satisfaction is a critically important component of the healthcare process and consumers are now able to evaluate quality before choosing a healthcare provider,” said Gabbe. “OSU Medical Center has a strong focus on quality and safety, and our outcomes are nationally recognized. With the addition of Kathy, we’ll be able to become a national leader in patient satisfaction as well.”
Gabbe said Matney will lead OSU Medical Center in practices that will build a culture of high quality service and overall excellence. “These efforts will impact how we care for patients and their families, how we work together, and how we support our mission of improving people’s lives through personalized health care.”
Matney will begin her position at Ohio State in November and report to Peter Geier, CEO of the OSU Health System, and work closely with quality and safety leaders. She also will hold the title of associate vice president. In addition to service excellence efforts, she will lead the employee recognition and volunteer teams.
Matney has more than 16 years of administrative experience from Parkland Health & Hospital System and the University of Texas Southwestern Medical Center, both in Dallas. She has a master’s degree in health administration and is on the board of numerous health and community organizations.
The Ohio State University Medical Center has consistently been named one of America’s best hospitals by U.S. News & World Report magazine and was one of only 21 hospitals in the country to achieve “Honor Roll” status in 2009. The Honor Roll rankings are based on high scores in at least six of 16 ranked specialties and a “unique breadth of excellence,” the magazine says.
The Ohio State University’s academic medical center includes the College of Medicine, OSU Physicians and University Hospital, the James Cancer Hospital and Solove Research Institute, University Hospital East, OSU Harding Hospital, Dodd Hall Rehabilitation Hospital, Ross Heart Hospital and a network of community care sites.
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Contact:
David Crawford
Medical Center Communications
(614) 293-3737
Crawford.1@osu.edu