Ms. Gondrella, the vice president of quality service excellence for West Jefferson Medical Center, provides clinical expertise in case management, patient safety, social services, performance improvement and accreditation. She integrates performance improvement and quality assurance with infection control activities and develops policies to guide service provision. Ms. Gondrella is actively involved in daily operations, enhancing employee and patient satisfaction through participation in staff meetings and rounds. She leads the hospital’s “E.X.T.R.A.” initiative, aiming for a cultural change to position the hospital as a top 5-star choice in the region. This initiative includes a service excellence council and teams that implement best practices. She also encourages staff engagement through the “DO IT” projects, fostering a culture of continuous improvement and transparent communication of patient satisfaction survey results.
