Jennifer Krippner named Chief Experience Officer

We are proud to announce the addition of Chief Experience Officer Jennifer Krippner. As CXO for both The Institute for Healthcare Excellence and Professional Research Consultants, Inc. Jennifer offers more than 20 years of thought leadership focused on driving better performance through improvements in strategic planning, patient experience, physician development, and staff and community engagement.

What sets Jennifer apart is the same quality that separates PRC and the Institute from others in their fields: a personal commitment to helping hospitals and health systems build a culture of excellence that leads to the delivery of exceptional patient-centered care. Like PRC and The Institute for Healthcare Excellence, she is dedicated to helping hospitals and health systems provide a differentiated human experience that optimizes outcomes for patients and restores joy and purpose to caregivers. Jennifer is very much in tune with our philosophy of making connections, building relationships and individualizing services to address unique needs.

Most recently, Jennifer served as Director of Physician Development & Guest/Public Relations at Maple Grove Hospital in Maple Grove, Minnesota, just north and west of Minneapolis. While there, she led a staff-driven patient experience advisory team that developed and implemented improvement initiatives that made Maple Grove a Top 100 Truven Hospital for the past two years and earned it recognition as a Top 100 Workplace for four consecutive years. Her work on the development, deployment and continuous improvement of a nurse rounding tool drove real-time recognition and enabled meaningful advances in performance. Jennifer’s leadership of an engagement and accountability team resulted in a renewed focus on staff and physician resiliency. In addition to directing programs that integrated physicians into hospital operations and promoted investments in patient and family experience models, she contributed to work that defined and operationalized key service line initiatives that drove growth. Through patient engagement strategies, Jennifer facilitated the introduction of concierge services, innovative registration practices, and other efforts designed to make it easier for patients to cope with the stresses and concerns that often accompany hospital visits.

Previously, at Fairview Health Services in Minneapolis, WEST Health in Plymouth, Minnesota, and CentraCare Health in St. Cloud, Minnesota, Jennifer took on marketing, communication and physician relations roles that supported strategic growth initiatives and quality improvement processes. She earned a Bachelor of Arts degree in Liberal Studies at the College of St. Benedict in Saint Joseph, Minnesota.

We are confident that Jennifer will help us continue to differentiate our performance improvement services in a fast-changing marketplace by collaborating on effective and efficient ways to accelerate innovation, deepen engagement, enhance the patient experience, and improve outcomes. Adding a CXO is an important strategic decision designed to strengthen our focus on customers. Jennifer will play a key role in helping us make our clients better tomorrow than they are today.

Maples emphasizes benefits of effective communication, excellence to military medical leaders at Walter Reed forum

Dr. William Maples, Chief Medical Officer for Professional Research Consultants, Inc. and leader for The Institute for Healthcare Excellence, advocated for the creation of “a culture of excellence to deliver value and restore joy and resiliency to the practice of medicine” at an August 2 forum for leadership at Walter Reed National Military Medical Center (WRNMMC) in Bethesda, Maryland. The role of effective communication in driving meaningful patient-centered care cannot be overstated, he noted in a summary of the forum reported in The Journal, a Naval Support Activity publication.

Dr. Maples joined retired Army Col. Brian Foley, a former deputy commander of the former Walter Reed Health Care System, and Air Force Col. (Dr.) Jeffrey Bailey, WRNMMC director of surgery, on the dais. All believe that effective communication is the cornerstone of patient-centered care.

“The single most important factor in patient experience is the patient’s interaction and relationship with the physician,” said Dr. Maples. Patients expect good technical outcomes, he said, but “to better the total patient experience, providers need to couple excellent technical capacity with a team-based, patient-centered culture, which at its heart includes effective, compassionate, patient-centered communication.”


Connecting with patients and their families, which includes involving them in decision-making, not only breaks down silos, Dr. Maples argues, it also alleviates caregiver burnout. The lack of formal communication training can inhibit a caregiver’s ability to deliver excellent care. “We can nurture the communication skills necessary to create respect, empathy, compassion, and an authentic sense of truly caring about the people we are privileged to treat,” he added.

About Walter Reed National Military Medical Center
In 2011, the National Navy Medical Center and Walter Reed Army Medical Center merged to form the Walter Reed National Military Medical Center. Today, WRNMMC’s nearly 7,000 team members serve military families and the nation’s active duty, returning war heroes, veterans and the nation’s leaders.

WRNMMC is committed to: operational readiness; outstanding customer service; excellent graduate medical and dental education and research; and the consistent delivery of world-class health care within an integrated system.

Dr. Timothy Poulton offers prescription for improving physician-patient relationships

Dr. Timothy Poulton of The IHE.Faculty member Timothy Poulton, M.D., makes the case that “patient engagement is the road to improved efficiency, quality, safety and financial stability” in the August 18, 2016, online edition of Hospitals & Health Networks.

“Organizational culture determines how health care providers interact with one another and their patients,” Dr. Poulton explains. “More and more physicians are losing the ability to be present in their work, foster meaningful conversations and navigate emotional challenges.”

In the article, he examines five skills physicians can employ to restore relationships in their healthcare practices. “These skills apply wonderfully to patient encounters as well as to interactions between co-workers, friends and family,” emphasizes Dr. Poulton. “At their essence, they are familiar to all but may need some nurturing. They are skills that can be learned, practiced and mastered by anyone.”

Dr. Poulton’s insightful solutions to connecting with patients can go a long way toward improving perceptions, strengthening relationships, and shifting organizational culture. And that can lead to improvements in quality, safety, efficiency and patient experience.

About Timothy Poulton, M.D.

Timothy Poulton is a Family Medicine physician with Mission Medical Associates, part of the Mission Health System in Asheville, North Carolina. An active member of the faculty for the Communication in Healthcare and Relationship Centered Leadership courses for the Mission Health System, Dr. Poulton enjoys family medicine because it allows him to establish strong, long-term relationships that can span multiple generations. He believes in leveraging patient-centered care and communication in partnering with patients to develop a long-term plan for health and wellness. Dr. Poulton is also an active faculty member at PRC’s Institute for Healthcare Excellence, where he is instrumental in teaching the Communication in Healthcare curriculum.