Over the past four years, Ms. Hammon has led Parkview Health’s transition away from measuring top-box scores to tracking and trending net promoter scores at an entity and provider level, with scores increasing more than three points systemwide. She has led Parkview’s service recovery program over the past 18 months, helping frontline co-workers feel more comfortable listening to, empathizing with and addressing patient complaints in the moment. Within the last year, Ms. Hammon launched gratitude initiatives to recognize physicians, nurses, practitioners and administrative staff cited by patients for excellent service, including a quarterly gratitude report and individualized kudos to recognized providers. These efforts are credited as an important factor in systemwide retention, which has seen voluntary turnover below 10%, which is approximately five points better than national benchmarks. In September 2025, Ms. Hammon partnered with nurse directors to launch a new digital leader rounding tool, with the initial six months showing upward trends in nurse communication and listening scores. She is currently working with the system’s marketing department on public-facing campaigns highlighting examples of excellent patient care as a way to drive market share. Parkview Health has earned NRC Health’s “Consumer Loyalty Award,” the “Excellence in Experience Award,” and the “Excellence in Patient Experience Award” for No. 1 medium-sized system in 2023 and 2024 under her direction.
