Lynn Charbonneau is the Director of Patient Experience at Northside Hospital, part of HCA’s West Florida Division. Lynn joined the HCA team in March 2015. Lynn was an item writer for the inaugural patient experience certification exam (December 2015) and was one of 100 individuals of the 400 inaugural patient experience experts who sat for the exam to obtain her certification in Patient Experience. She has 40 years of healthcare experience with 25 years in patient experience improvement at Yale New Haven Health in New Haven, CT and then later at Waterbury Hospital in Waterbury, CT. She possesses a successful track record and holds a regional and national reputation for formulating strategies to achieve improvement in service excellence and patient satisfaction. Recently, Northside Hospital was recognized by HCA Corporate as one of 6 hospitals who has improved their patient satisfaction scores faster than the CMS rate of change. Lynn has strong leadership, goal setting and coaching skills. She supports that measurement is the key to driving results and it is critical to transforming organizational culture.