Nancy has applied right-and-left brain thinking to the healthcare field for over 25 years. Nancy is passionately committed to incorporating the patient as a fully engaged member of the healthcare team. She helps staff to be mindful of the patient’s perspective using simple methods that return humanity to patients and reignite the joy of healing in clinicians. Her work has revealed the patient’s emotional journey in an ‘alien’ hospital world, and the lack of a shared mental model between patients and clinical staff — a primary source of dissatisfaction and human error. She has a proven track record with patient satisfaction scores rising from 50% to almost 90% in units where training based on this work has been implemented. She has served as conference speaker, co-authored industry articles, and provided subject matter expertise for healthcare e-Learning tools. Additionally, she has developed the curriculum and facilitated a lesson on Patient Engagement for the Military Health System OCMO Patient Safety Program, and delivered a webinar on patient engagement for the DoD’s Learning Action Network. Nancy is happiest on, in or under the water and is an avid kayaker. She is also a talented artist.
