Susan Murphy, RN, joined the University of Chicago Medicine in 2013 as the Director of Program Development and is currently the Chief Experience and Innovation Officer. Prior to her role at UCM, Sue was the Vice President of Patient Experience for Vanguard Health in Chicago, where she led experience strategies that improved system-wide patient satisfaction scores for inpatient, outpatient and emergency services. Methods of success included mentoring and streamlining accountability with hourly rounding, nursing leadership rounding, comfort rounds and post-hospitalization callbacks. She also provided coaching to physicians, frontline staff and leadership on results and best practices to ensure continuous improvement. Sue also worked for the Centegra Health System for six years where she held the position of chief nursing officer and championed the “Reaching for Excellence” initiative that empowered frontline associates to participate in strategies to achieve results, which included hourly and bedside rounding.