New Medline Patient Experience & Innovation Institute Launched to Fill Critical Industry Gap

By Medline Newsroom Staff | April 4, 2019

Medline today announced a new Patient Experience & Innovation Institute to assist the growing number of hospital and health system leaders who recognize patient experience is an organizational priority that supports every aspect of their operational objectives. The intent is to help health systems deliver meaningful bottom-line impact, better outcomes and long-term revenue improvements.

“Years of working closely with Medline customers taught us that consistent high performance in patient satisfaction is a source of frustration for many health systems,” says Martie Moore, chief nursing officer for Medline.  “The new Patient Experience and Innovation Institute responds to this need by guiding hospital leaders to enhance their ability to sustain exceptional care experiences.”

Medline’s overarching patient experience strategy is being headed by Lisa Petrilli. Petrilli selected Diane Stover Hopkins as Executive Director of the Institute based on her extensive background working within healthcare to build more innovative cultures. Programs are held at Medline headquarters in Northfield, Ill. and include two and three-day interactive workshops that give executives and clinical leaders new tools and insights to strengthen their overall performance and staff engagement. Safety as the foundation of an exceptional experience is a unique approach that Medline takes for these workshops at the Institute.

Given the shift to value based payments and unprecedented transparency around hospital performance, health systems have increasingly found they need to work on sustainable patient experience strategies. Quality, cost and financial considerations, previously considered related but separate, are now being viewed as needing to be integrated with patient satisfaction strategies. Post-workshop webinars and follow up support help ensure participants are prepared to lead and implement new approaches within their organizations. Courses will cover a variety of topics, including:

  • Patient Experience Leadership & Coaching Certification
  • Patient Experience Strategies for CNOs and Executives
  • Building a More Innovative Problem-Solving Workforce
  • Effective Launching of New Programs, Products & Solutions

“This program is nowhere else in the country,” said Institute attendee Jennifer Kreiser, Vice President of Patient Care Services at Sentara. “I would like to send all my new people here.”

To learn more about the Patient Experience & Innovation Institute, or to reserve your spot, visit

Categories: Patient Experience, The Pulse Videos

Medline Newsroom Staff

Medline Newsroom Staff

Medline's newsroom staff researches and reports on the latest news and trends in healthcare.

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