Maximizing the Voice of the Customer - Presenter

Carla Peterson, FACHE, Client Relationship Manager at Press Ganey Associates, is responsible for helping Press Ganey view customer service from the perspective of the client by studying customer needs, recommending changes to improve service delivery, and monitoring client satisfaction initiatives. She is also responsible for organizing and supporting several client groups.

Prior to joining Press Ganey, Carla spent over 25 years as the Manager of Patient/Guest Relations at Sinai-Grace Hospital, one of seven facilities that are part of the Detroit Medical Center.  Carla was the primary contact with Press Ganey for 11 years when the hospital first began using Press Ganey satisfaction tools and helped to coordinate the survey process for the entire system beginning in 1999.  She has extensive experience in monitoring and responding to consumer concerns, service recovery, communication with internal and external customers, and helping internal users best utilize their satisfaction data.

Carla received her B.A. in Psychology from Oakland University in Rochester, MI.  She is board certified in Healthcare Management and a Fellow in the American College of Healthcare Executives, a Senior Member of the American Society for Quality, and a distinguished member of the Society for Healthcare Consumer Advocacy of the American Hospital Association.  She is a past President of the Michigan Chapter of SHCA and has presented at annual meetings and served on national committees of the Society for Healthcare Consumer Affairs of the American Hospital Association.  Ms. Peterson has served as an Examiner for the Malcolm Baldrige National Quality Award for 4 consecutive years.