The HealthStream Engagement Institute was founded to help healthcare organizations improve the quality of the patient experience. How do we achieve this? By teaching that the patient must be at the center of everything we do in a hospital—every patient, every time. We begin by assessing and then developing the people who deliver care to truly understand and manage what the patient, sees, feels, and experiences.
Our tools, tactics and best practices are evidence-based and outcomes driven. We offer custom coaching that produces measureable, sustainable increases in patient satisfaction, employee engagement, quality outcomes, and profitability.
Kathleen Lynam brings extensive clinical, operational, and executive level experience in both small and large healthcare organizations across the country to her role as Executive Coach. Her greatest delight is working side by side with all members of the healthcare team—she is equally comfortable assisting an environmental services worker in finding different ways to wow patients and families or rounding side-by-side with a CEO or CMO of a hospital, helping them solicit authentic feedback from members of their teams and the patients and families for which they care. Coaching is her passion, and her “calling” lies in helping those in healthcare see the wonderful difference they can make in a patient’s experience while in their care.
For Kathleen, humor and empathy are trademark features, along with her belief that both are mandatory for thriving in today’s healthcare world. Transforming cultures, one leader at a time, is the only way she believes we will obtain a culture that supports “every patient every time.”
Since joining HealthStream over 6 years ago, Kathleen has served as lead coach to large healthcare systems, like Duke University Health System in Raleigh, NC, and urban hospitals in the Bronx and Queens, New York. She is especially proud of the improvement in communication scores she has facilitated in both nursing and physician domains, as a result of teaching RELATE, a patient-centered communication model.
Kathleen served for seven years as the Vice President of Patient Care Services and Chief Nurse Executive at Good Samaritan Hospital in Suffern, New York. She and her team introduced enterprise-wide programs resulting in excellence in quality and customer service awards. In 2004, she received the Excellence in Nursing Award in New York.
Kathleen began her career in fourth grade, appointed by Sr. Catherine as “school nurse” for a short period of time in Our Lady of Good Counsel. She continued her education and went on to become a registered nurse at The Valley Hospital in Ridgewood, NJ, where she had an 18 year journey from staff nurse to Vice President of Acute and Ambulatory Services.
Bachelor of Science Nursing
Master of Public Administration
Licenses and Certifications