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Orange Regional Medical Center Announces the Appointment of Director of Patient Advocacy and Service Excellence

January 19, 2017

Selects Press Ganey to Benchmark Patient Satisfaction Scoring and Data

Orange Regional Medical Center is pleased to announce the appointment of Liza Jones-Kanu, MSN, RN, NEA-BC to Director of Patient Advocacy and Service Excellence.

In her new role, Mrs. Jones-Kanu will ensure Service Excellence by providing supporting data and retrieval services to Hospital administration to identify the needs of patients and their families. She will also collaborate with Orange Regional Medical Group Administrators to help implement Press Ganey patient satisfaction scoring and benchmarking data.

Mrs. Jones-Kanu is responsible for the oversight of Orange Regional’s comprehensive Patient Satisfaction Program, which includes the response and resolution of complaints and grievances. She also collaborates with the Chief Nursing Officer, leadership and staff to ensure Service Excellence and Patient Experience optimization. While providing guidance and support to advocacy staff, Mrs. Jones-Kanu will ensure Orange Regional staff delivers culturally sensitive, ethical care while assuring compliance with the Patients’ Bill of Rights. Working with the Language Line Coordinator, she oversees Language Line Interpretive Services and serves as the Administrator for the Press Ganey Patient Satisfaction reporting system. In addition, she is responsible for various organizational projects.

Mrs. Jones-Kanu has over 16 years of experience in nursing and 10 years of experience in nursing leadership. Most recently, she was Orange Regional’s Director of Oncology Services. Prior to that, she was Administrator for Nursing Services at St. John’s Riverside Hospital in Yonkers, NY where she oversaw the Critical Care and Surgical Units. Additionally, Mrs. Jones-Kanu held a variety of nursing leadership roles at New York Presbyterian Hudson Valley Hospital Center (HVHC) in Cortlandt Manor, NY. She was also responsible for achieving Nurses Improving Care for Health System Elders (NICHE) designation at HVHC.

Mrs. Jones-Kanu received her Associates Degree from the Dorothea Hopfer School of Nursing at the Mount Vernon Hospital and both her Bachelor of Science Degree in Nursing and Master of Science Degree in Nursing from the University of Phoenix. She has received American Nurses Credentialing Center Board Certification, Nurse Executive Advanced and has a certificate in Health Care Informatics from the University of Phoenix. Mrs. Jones-Kanu currently holds the position of President for the New York Organization of Nurse Executives and Leaders (NYONEL) NORMET chapter.

In January, Orange Regional Medical Center switched from NRC Picker to Press Ganey for its patient satisfaction survey, scoring and benchmarking data.

Press Ganey will serve as a benchmarking tool capturing more precise information regarding the patient experience. The system/survey provides patients with a means of sharing experiences beyond the standard choices through a free text option present in a variety of key areas. This will help to better identify areas of opportunity to facilitate score enhancement.

“Surveys allow patients the opportunity to take part in enhancing the hospital’s ability to provide excellent, patient-centered care,” said Mrs. Jones-Kanu. “We encourage patients to take surveys to help us better meet and surpass their expectations.”

About Press Ganey
For more than 30 years, Press Ganey’s mission has been to support health care providers in understanding and improving the entire patient experience. As a strategic business partner to more than 26,000 health care organizations, they lead the industry in helping clients transform the patient experience and create continuous, sustainable improvement.


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