Meet our thought leaders

Tom develops clinical and operational strategies to help providers measure and improve the patient experience, with the overarching goals of reducing patient suffering and improving the value of care. Tom has more than three decades of experience in healthcare performance improvement as a practicing physician, a leader in provider organizations, researcher, and health policy expert. An internist and cardiologist, Tom continues to practice primary care at Brigham and Women’s Hospital in Boston.

Author of the forthcoming “Social Capital in Healthcare: How Trust and Teamwork Drive Organizational Excellence” and “Healthcare’s Path Forward: How Ongoing Crises Are Creating New Standards of Excellence.”

Tejal is responsible for improving patient and workforce safety and championing Press Ganey’s industry-changing innovations. She leads the zero harm movement and helps healthcare organizations recognize inequity as a type of harm for both patients and the workforce. Tejal also leads the Equity Partnership, a collaborative initiative dedicated to addressing healthcare disparities and the impact of racial inequities on patients and caregivers. 

Before joining Press Ganey, Tejal served as Chief Clinical and Safety Officer at the Institute for Healthcare Improvement (IHI), where she led IHI programs focused on improving patient and workforce safety.

Amy is an internationally respected physician, executive, innovator, and author. October 2022, she became President at Press Ganey, focusing on simplifying health and care. Until September 2022, Amy was President of Clinical Care at Providence, responsible for clinical operations and care, including improving health, care, and value outcomes delivered by the 52 hospitals, 1,085 clinics, and 120,000 caregivers of the $25 billion health system. She was instrumental in Providence’s early adoption and scaling of technology advancing the future of healthcare. Before joining Providence in 2015, Dr. Compton-Phillips spent 22 years at Kaiser Permanente, moving from a front-line internist to ultimately serving as Chief Quality Officer.

Jeff leads Press Ganey’s focus on improving patient and caregiver experience and developing nursing leadership at healthcare organizations nationwide. He also plays an integral role in the company’s workforce initiatives, including the Workforce Well-Being Collaborative.

Prior to joining Press Ganey, Jeff served in various chief nursing officer roles at both community-based organizations and major academic medical centers throughout the U.S. He was the inaugural Vice President of the Magnet Recognition and Pathway to Excellence® programs at the American Nurses Credentialing Center. 

Chrissy collaborates with teams across Press Ganey to design, develop, and deliver strategies to boost patient experience that are informed by over 400 million patient voices. Chrissy works closely with healthcare organizations nationwide as a strategic and operational partner.

Chrissy brings over 30 years of expertise in advancing the patient experience and building an engaging and collaborative culture. Frequently called upon as a guest speaker, she is widely recognized for her pioneering work in healthcare consumerism and physician performance data transparency.

Deirdre is responsible for advancing the understanding of the entire patient experience, including patient satisfaction, clinical process, and outcomes. Through the Institute for Innovation, Deirdre partners with leading healthcare providers to study and implement transformative concepts for improving the patient experience.

Deirdre is the architect of Press Ganey’s Suffering Framework, which reframes the patient experience as a means to understand unmet patient needs and reduce patient suffering.

Cassandra (Casey) is responsible for advising our clients on employee engagement, culture-building, and best practices for achieving diverse and inclusive work environments. She also leads development of workforce engagement and equity strategies to help healthcare organizations measure and improve the caregiver experience. She is co-leader of Press Ganey’s Equity Partnership.

Casey’s more than 25 years of experience in healthcare inform her expertise in culture, quality care, patient experience, employee and provider engagement, profitable growth, and value optimization leveraging executive coaching and lean management improvement approaches.

David Shapiro is the Senior Vice President and General Manager of Member Experience where he leads a team dedicated to advancing solutions, analytics, and insights aimed at enhancing the quality, experience, and retention of health plan members.

With a 25-year career marked by a focus on Health Plan Member Experience, David’s successful track record includes significantly improving consumer and provider satisfaction, Net Promoter Scores (NPS), and Star Ratings during his leadership at UnitedHealthcare as Chief Experience Officer. His broad skill set spans consumer and provider experience, managed care experience strategy, engagement marketing, consumer data, and customer relationship management.

Charles oversees the growth, strategy, and daily operations of Press Ganey’s multifaceted consulting organization.

Prior to joining Press Ganey, Charles was the founder and CEO of Healthcare Performance Partners (HPP), now a Vizient company. He co-authored the book Lean-Led Hospital Design: Creating the Efficient Hospital of the Future.

Jessica leads efforts to support organizations in increasing clinician engagement and improving patient care outcomes, particularly among physicians. Her areas of expertise include leadership development, clinical care redesign through outstanding teamwork, addressing clinician burnout, and advancing professional fulfillment.

Jessica also leads Press Ganey’s Workforce Well-Being Collaborative, an initiative designed to help healthcare organizations identify, understand, and respond to the varied and disparate needs of their workforce.

Pranav Desai, the Senior Vice President and General Manager of Consumer Experience at Press Ganey, boasts over a decade of expertise in Local Marketing and Consumer Experience Management.

Prior to Press Ganey, Pranav was the Chief Product Officer at Reputation.com where he was responsible for leading the Product, Design and Data Science teams and working closely with key clients across healthcare, automotive and hospitality. Pranav is a leader specializing in the Consumer Experience (CX) space who loves discovering opportunities in crowded markets and driving growth for his client partners.