Susan M. Robel, RN, BSN, MHA, NEA-BC, CPXP
Executive Vice President, Chief Nursing Officer, Chief Patient Experience Officer, Geisinger
Susan M. Robel, RN, BSN, MHA, NEA-BC, CPXP, is executive vice president, system chief nursing officer and patient experience officer for Geisinger.
Ms. Robel is responsible for the structure, process and implementation of nursing strategy, practice and care delivery at Geisinger, with the goals of improving quality, patient care, efficiency and cost. She collaborates with the regional and hospital-based chief nursing officers and chief administrative officers to drive best-in-class patient care outcomes. She is responsible for nursing practice within the Geisinger Nursing Institute, which also oversees education and nursing-driven processes for Geisinger. Ms. Robel integrates Geisinger’s strategic priorities (the Geisinger family, patients, markets and financial health) into the Strategic Plan and objectives for nursing. Under Ms. Robel’s leadership, Geisinger Medical Center achieved Magnet designation in October 2008 by the American Nurse Credentialing Center, and was redesignated in July 2013.
As chief patient experience officer, Ms. Robel drives and fosters a culture of patient- and family-centered care and service excellence, while improving patient and family experience and patient relations across Geisinger. She works directly with the executive teams at all Geisinger campuses to assess and communicate performance and to create change at all levels of the organization. She supports and manages the design, implementation and evaluation of programs that facilitate professional development and continuous learning regarding patient experience for all team members. She translates the concepts of service excellence, patient experience and patient relations into actionable behaviors.
Ms. Robel is directly accountable and reports to the president and CEO of Geisinger for nursing professional practice performance and patient experience.
Ms. Robel actively participates in networking and events through the Pennsylvania Organization of Nurse Leaders, the Hospital & Healthsystem Association of PA and the Nightingale Awards of PA. All of these support and encourage the growth of nursing across Geisinger’s footprint.