A Leadership Playbook for Customer Experience Excellence: Unlocking the Power of the Baldrige Framework

What does it take to transform patient experience from a departmental initiative into an organizational standard of excellence? Join Mary Curran and Emily Bashford from Northwell Glen Cove Hospital—a 2025 Malcolm Baldrige National Quality Award recipient—as they share the strategic playbook that propelled their organization to the nation's highest recognition for performance excellence. You'll discover how Northwell Glen Cove Hospital aligned strategy to mission, vision, and values, built a culture that put the team first, and developed systematic approaches to capture, aggregate, and act on the voice of the customer.

Speaker: Mary Curran, EdD, Senior Director of Performance Excellence at Northwell Glen Cove Hospital

Speaker: Emily Bashford, MBA, Senior Director of Patient & Customer Experience at Northwell Glen Cove Hospital