Experience Matters, LLC, launched by Nina Setia, patient experience leader and coach, was designed to provide expertise to healthcare professionals and organizations in order to improve the experience of patients and their families, physicians and employees. Her work is not limited to healthcare and can be adapted in any service industry. 

Service Offerings Include:

  • Coaching those in patient experience roles to be successful (from introductory level to executive coaching)
  • Integrating patient/customer experience into the organization
  • Developing an infrastructure to support the customer experience and improvement efforts
  • Market research - qualitative studies, focus groups and in depth interviews
  • Assessing current state and developing multi-year strategy for improvement
  • Public speaking to all levels 
  • Coaching of leaders, staff and caregivers through direct observations (real time)
  • Building accountability; development of organizational and individual aligned goals to drive performance and/or incentive programs
  • Building the foundation; development of standards of behavior
  • Patient, Employee and Physician survey management and maximizing the effectiveness of the survey process (‘getting the most out of what is measured’)

Contact: expmatters@ninasetia.com or 201.357.2540

More information about me:  http://www.linkedin.com/in/ninasetia/