The Healthcare Manager's Practical Guide:
10 Proven Strategies to Increase Patient Satisfaction Scores
This quick guide is a one for your leadership arsenal to combat low scores with an easy, practical, straightforward game plan to improve patient satisfaction scores.
Here, we dive into 10 practical strategies that all healthcare supervisors or managers can implement today! This approach will work no matter the size of the organization or budget.
These strategies are not just to improve your patient satisfaction scores but to create a sustainable, and meaningful change in the experience for your patients.
Dr. Desiree Williams is a healthcare leadership practitioner, speaker, and coach with more than 25 years of experience leading teams through complex organizational change. She currently serves as a Director at one of the highest nationally ranked academic health systems in Illinois, where she leads high-performing teams responsible for managing more than 1.8 million patient interactions annually. In this role, she focuses on strengthening leadership effectiveness, improving access, and enhancing the overall patient experience.
Throughout her career, Dr. Desiree has led large-scale operational and transformation initiatives across healthcare organizations. Her leadership has resulted in improved employee engagement, enhanced patient satisfaction, and measurable operational outcomes. She has successfully launched innovative programs, including a 24/7 COVID-19 call center, and implemented patient-centered strategies that strengthened both service delivery and financial performance.
In addition to her executive leadership role, Dr. Desiree serves as an adjunct professor, teaching Lean Six Sigma for Healthcare professionals, where she equips emerging leaders with practical tools to drive process improvement and lead change within their organizations.
Dr. Desiree holds a Doctor of Healthcare Administration from Virginia University of Lynchburg and a Master of Health Services Administration from National Louis University. She is a Lean Six Sigma Black Belt (Governors State University) and has completed executive education in Building Organizational Culture through Harvard University. She is also a Certified Healthcare Access Manager (CHAM).
She is an active member of the American College of Healthcare Executives (ACHE) and the National Association of Healthcare Access Management (NAHAM), reflecting her ongoing commitment to leadership development and advancing the field of healthcare access.
In this book, Dr. Desiree combines her operational expertise, leadership experience, and passion for patient care to provide healthcare managers with practical, actionable strategies to improve patient satisfaction. Through a clear and relatable approach, she equips leaders with tools to create meaningful, sustainable improvements in the patient experience.
Meet the Author