Perspectives on Patient Experience From a Former US Olympian

Cheryl VanKuren, MBA, MS, LSSBB, President and Chief Experience Officer of In The Arena Consulting speaks to us about translating her experience as a US Olympian and three-time NCAA Division I Women’s Field Hockey champion into her professional career about improving patient experience, performance improvement, and service recovery. During the interview with Cheryl, we discuss:

• Learnings “on the field” as an athlete that has translated “off the field” throughout her professional career
• Being goal-oriented, Cheryl shares how she has helped healthcare organizations achieve their goals
• The biggest challenges organizations face when trying to improve patient experience
• The keys to success for sustainable improvement