Lyn Ketelsen
RN, MBA
30+ years
Years of Experience:
also known as the "Birth Mother of Hourly Rounding"
Named one of the 25 CXOs to Know three years in a row, Member of the Studer Group leadership team recognized with the 2010 Malcolm Baldrige National Quality Award, Co-author, The HCAHPS Handbook and The Nurse Leader Handbook
About
Lyn Ketelsen served as the first Chief Patient Experience Officer at HCA Healthcare, a role created to set the strategy, tools, and resources for patient experience across more than 180 hospitals in 22 states and the UK. She built the corporate structure, reporting, and technology behind that work and moved enterprise results more than a decile during her tenure.
Before HCA, she spent 13 years with Studer Group as a senior leader and coach to hundreds of organizations. She co-authored the largest study of its time on nursing rounds and call-light use, published in the American Journal of Nursing in 2006, which helped make hourly rounding an internationally recognized part of nursing practice. She was also part of the Studer Group leadership team when the organization received the 2010 Malcolm Baldrige National Quality Award.
Lyn began her career as a nurse at Genesis Health System, where she moved into nursing leadership and became the organization’s first patient experience leader. She holds an MBA from the University of Iowa, co-authored The HCAHPS Handbook and chapters of The Nurse Leader Handbook, and serves on the boards of MercyOne Genesis and St. Ambrose University.
Topics
Patient & Consumer Experience
Physician & Employee Experience
Workforce Experience
Leadership Development
Executive Coaching
Quality & Patient Safety
Hourly Rounding
Organizational Culture
Governance & Executive Operations
Growth & Strategy
Operational Excellence / Lean Six Sigma
Ways to Engage
Keynotes
Workshops
Executive coaching
Advisors