Kim Waren has been named director of patient relations for USA Health. In her new role, she will be responsible for leading patient relations at USA Health University Hospital and USA Health Children’s & Women’s Hospital.

Published Aug 26th, 2019

By Casandra Andrews
candrews@health.southalabama.edu

Kim Waren has been named director of patient relations for USA Health. In her new role, she will be responsible for leading patient relations at USA Health University Hospital and USA Health Children’s & Women’s Hospital.

She joined University Hospital in 2016 after working at The Studer Group, a global advisory firm that partners with healthcare organizations to develop effective strategies related to the customer service experience.

Waren’s role at USA Health is a natural outgrowth of her Studer Group work. At Studer, she helped healthcare clients improve the patient experience. Now, she actively assists USA Health and her staff with reaching the same goals.

“Our primary responsibility is to ensure that patients and their families leave the hospital feeling satisfied with the care provided,” Waren said. Delivering exceptional patient care is at the center of our mission, vision and values at USA Health.

Patients have many choices about where to receive health care, Waren notes. “We want them to have an overall positive experience and continue to receive their healthcare here.”

While some may equate patient relations with a department where complaints are lodged, Waren’s passion lies in taking a complaint and turning it into a positive situation as often as possible. Explaining why to patients and staff help everyone better understand each situation, she said.

“If you educate staff, show them the research and an example of how to do it right, they see the reward,” Waren said. “Everyone wants to be able to perform the job in the best manner and to work smarter, not harder.”

She received a bachelor’s degree in public relations from the University of West Florida and a master’s degree in human resource management from Troy University.

“Because of our academic medical center setting, we work with people who are very invested in learning,” Waren said. “They are committed to finding the best solutions to provide their patients with outstanding care.”

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