The Patient’’s Primary Care Experience: A Road Map to Powerful Partnerships

＂This book makes a business case for improving the patient experience in the primary care setting and presents proven strategies, tools, and templates for enhancing both the patient and staff experience＂--

Mary-Ellen Piche, LFACHE, CPHQ, is a consultant who provides services to healthcare organizations in organizational assessment and development, patient experience improvement, and staff and patient engagement. Previously she was a consultant with Planetree Inc. in Derby, Connecticut, and CEO of the Stratton VA Medical Center in Albany, New York. Piche serves on the board of directors of Rockefeller College’s Center for Women in Government and Civil Society, where she gives frequent presentations to the fellows in the public policy and new leaders programs. Gina Luna, FNP-BC, BC-ADM, is chief quality manager for STG International Inc., an organization with more than 20 clinics. Before transitioning to quality management, Luna was in clinical practice as a registered nurse and board-certified nurse practitioner. Luna has also worked as a legal nurse consultant and diabetes consultant. She founded the local nurse practitioner chapter for the California Association for Nurse practitioners and served as assistant clinical professor for the University of California Los Angeles nursing program.