Kishel Named Senior Director, Chief Patient Experience Officer

Updated: 3/7/2013

Stephen A. Kishel has been named senior director, chief patient experience officer at Kaleida Health.

In this role, Kishel will develop, implement and streamline service, operational and clinical processes to improve the patient experience. He will also provide on-going performance improvement support for complex projects that affect processes at all Kaleida Health facilities.

Kishel will incorporate national best practices of outstanding patient-centered care into Kaleida Health's daily culture. He will lead the transformation of the way leadership, staff, physicians and volunteers interact and communicate with patients, their family members and each other to provide the best care for patients.

“Our patients deserve exceptional care. In this new role, Steve will focus on improving Kaleida Health’s patient satisfaction scores by ensuring that we all are safely, efficiently and effectively providing care in a way that keeps patients at the center of everything we do at Kaleida Health,” said James R. Kaskie, president and CEO at Kaleida Health.

Through a multi-year engagement of the Studer Group, we are committed to transforming the patient experience. Led by Kishel, the Studer Group will coach the leadership team about how to make Kaleida Health a better organization for staff to provide care, physicians to practice and patients to receive excellent care with exceptional service.

Kishel will report to Cheryl Klass, senior vice president for operations at Buffalo General Medical Center and president at Women & Children’s Hospital of Buffalo.   

Kishel began his career at Kaleida Health in 1992. He most recently served as senior director of performance improvement and organizational development. Kishel is six sigma master black belt certified and holds a bachelor's degree in business administration from the University at Buffalo.