Board of Directors
BACK TO LIST

Mary P. Malone, MS, JD.

President, Malone Advisory Services, South Bend, IN

Mary Malone is a passionate advocate for transforming patient and family experiences with all aspects of the health care system.

Ms. Malone's expertise lies in guiding strategic decision making for health care organizations regarding satisfaction measurement and improvement. She has worked with hundreds of providers and thousands of health care professionals, helping them maximize the value of satisfaction data, integrate satisfaction data into performance improvement initiatives, and develop effective strategies for improving patient and family experiences. Her emphasis is on creating a culture of “patient-inspired excellence” and inspiring the hearts of health care professionals.

Ms. Malone has more than thirty years of experience in the health care industry. Prior to forming her own firm in 2005, she worked for Press Ganey Associates – the nation’s largest health care satisfaction measurement and improvement company – for more than 14 years, serving in a variety of senior leadership positions in corporate development, marketing, communications, customer service and sales. She was responsible for integrating the operations of the former Parkside Associates, which was purchased by Press Ganey.

Her most recent position was Executive Director, Consulting Services where she served as the primary client contact for all consulting engagements. She remains a consultant to the firm. Ms. Malone has additional experience as a Senior Consultant and, later, Director of Health Care Communications for a national accounting and consulting firm. Her professional career began as an administrative project assistant at a large Midwestern academic medical center and one of its affiliate community hospitals.

Ms. Malone is a member of the board of directors for The Center for Health Design, and serves on the Advisory Board of the Rush Center for Healthcare Management and Policy Research. She’s a member of several other professional associations, including The Leader’s Board for Service Excellence, Society for Healthcare Consumer Advocacy and Society for Healthcare Strategy and Market Development.

An insightful strategist, she writes and speaks often about various aspects of patient satisfaction. She is a sought after commentator on the future of customer service in health care and gives several hundred presentations each year to hospitals, healthcare organizations and professional societies. She’s widely recognized as an expert resource for individuals and teams helping to create Wow experiences for patients, families, physicians and healthcare professionals.

A prolific writer, in 2005 Ms. Malone co-edited book Making It Right: Healthcare Service Recovery Tools, Techniques and Best Practices. She also recently authored chapters in Improving Healthcare with Better Building Design edited by Sara Marberry and Patient Satisfaction: Understanding and Managing the Experience of Care, Second Edition by Irwin Press, PhD. She is a contributing editor for Masterpieces in Health Care Leadership: Cases and Analysis for Best Practices, published by Jones & Bartlett in 2007.

Ms. Malone has also published numerous articles in leading health care journals such as Joint Commission Journal on Quality and Safety, Strategies for Healthcare Excellence, Trustee, Quality Review Bulletin, Journal of Employee Health Benefits, and Healthcare Financial Management. Her columns were a regular and popular feature of The Satisfaction Monitor, a client publication of Press Ganey.