Maureen Fagan of Brigham and Women’s Hospital Named UHealth Chief Experience Officer

Maureen Fagan, DNP, MHA, FNP-BC, FAAN, a leader at Brigham and Women’s Hospital in Boston, has been named chief experience officer for the University of Miami Health System.

Maureen Fagan, DNP, MHA, FNP-BC, FAAN.

Fagan is executive director of the Center for Patients and Families and associate chief nurse at the Connors Center for Women and Newborns at Brigham and Women’s Hospital. At the Connors Center she provides executive leadership to OB/GYN and NICU nursing and support staff, and under her direction patient satisfaction scores have increased dramatically.

She leads the enterprise-wide patient experience team at the Center for Patients and Families, having created 16 patient and family advisory councils that provide feedback on care and communication. Fagan has instilled her passion for patient- and family-centered care in her colleagues. “When staff feel heard and cared for themselves, they embrace and model compassionate care,” she says.

Before taking over her current roles, Fagan was director of Ambulatory OB/GYN Services for Brigham and Women’s Hospital. She began her career as a nurse practitioner in OB/GYN care before moving to a leadership role at Harvard Vanguard Medical Associates. She completed an M.B.A. to deepen her understanding of the health care system, and then worked on her nursing doctorate studying patient- and family-centered care globally.

This knowledge and experience in optimizing patient experience have led Fagan to Miami, where she will direct efforts to design and build service excellence across the entire UHealth system. In addition to establishing patient advisory councils, she will help caregivers recognize the importance of their role and the power they have to provide an exemplary experience for patients and their families. Conveying, rewarding and sharing patient and family gratitude are an important part of that process.

Fagan says the entire health system will work together to create an environment of healing, and create the energy in this environment to make it the best it can be. She quotes a nationally recognized patient advisor and colleague who gave this advice: “We may not be able to control the outcome, but we can control the process along the way.”

Throughout her career Fagan has received many honors, including being named a fellow of the American Academy of Nursing. In her new role she will report to Dipen J. Parekh, M.D., chief clinical officer, professor and chair of the Department of Urology, director of robotic surgery, and the Victor A. Politano Endowed Chair in Urology.

Tags: Chief Experience Officer, Maureen Fagan, University of Miami Health System