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.

Melissa Wurm

Director, Performance Excellence Coaching

Melissa-Wurm Melissa brings 20 years of health and human services leadership experience to HealthStream Engagement Institute. Her passion is centered on the development of people, and she thrills in the positive outcomes that come through teaching new ways of looking at challenges and at the processes clinicians use to improve the care of patients. Melissa’s conviction is that the strong engagement of employees, in the service of providing patient-centered care, is the key to the patient experience. Melissa is a subject matter expert coach for teaching leaders and employees how to manage difficult employees and conversations.   

Having begun her career as a mental health therapist, specializing in the treatment of abused children and people suffering from mental disorders and addictions, Melissa then spent eight years on the senior leadership team of a healthcare consultancy, acting as an expert coach and consultant. Guiding acute care performance improvement teams across the nation, she helped hospitals to rapidly improve clinical core measures and patient safety concerns. Melissa also provided consulting within the hospital executive team for leadership development and culture transformation with highly successful outcomes.

Melissa’s executive coaching practice is focused on teaching and molding leaders in the servant leadership model, and she is driven to change healthcare from the leadership level down to frontline care providers. Her goal is for hospitals to provide a WOW patient experience – every patient, every time.

Masters of Healthcare Administration

Licenses and Certifications
Licensed Social Worker
Professional Coaching Certification

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