What’s Next for Patient Experience Measurement?

Shantanu Agrawal, M.D., M.Phil., is president and chief executive officer of the National Quality Forum (NQF). A board-certified emergency medicine physician who has worked in both academic and community settings, Agrawal is the former deputy administrator for the Centers for Medicare & Medicaid Services (CMS) and director of one of its largest centers, the Center for Program Integrity (CPI). At CMS, Agrawal led an effort to improve the physician experience with Medicare by working to minimize the administrative tasks with which doctors contend. He also was one of the main architects of CMS’ strategy and action plan to address the national opioid misuse epidemic. His focus at CPI was improving health care value by lowering the cost of care through the detection and prevention of waste, abuse, and fraud in the Medicare and Medicaid programs. Agrawal previously served as CPI’s chief medical officer and was instrumental in launching new initiatives in data transparency and analytics, utilization management, assessment of novel payment models, and stewarding a major public-private partnership between CMS and private payers, the Health Care Fraud Prevention Partnership. In addition to leading NQF, Agrawal is co-chair of the Department of Veterans Affairs Secretarial Fraud, Waste, and Abuse Prevention Advisory Committee and serves on the board of the Grameen Foundation, the Presidential Advisory Council of Brown University’s School of Public Health, and the editorial board of the journal Population Health Management. He is an adjunct senior fellow at the Leonard Davis Institute of Health Economics at the University of Pennsylvania and an associate clinical professor of emergency medicine at the George Washington University Hospital. Agrawal is a well-published author with articles in Journal of the American Medical Association, New England Journal of Medicine, and Annals of Emergency Medicine, among others. Prior to joining CMS, Agrawal was a management consultant at McKinsey & Company. He completed his undergraduate education at Brown University, medical education at Weill Medical College of Cornell University, and clinical training at the Hospital of the University of Pennsylvania. He has a master’s degree in social and political sciences from Cambridge University.


Sheila Delaney Moroney, MPH, is the patient experience officer and senior director of person-centered programs and services at Hennepin County Medical Center in Minneapolis. Her responsibilities include: oversight of organizational strategies for improving the patient and family experience; the integration of experience-based design methodologies into program development, process improvement, and space design; and, operational responsibilities including interpreter services, spiritual care services, patient relations, welcome services, patient/family partners, and the Inspire Arts program.  She is a frequent national speaker and a founding member of the Patient Experience Policy Forum and a board member for The Patient Revolution. Moroney’s health care career includes extensive health policy work as a consultant and as program director at the National Institute of Health Policy, under the leadership of former U.S. Senator Dave Durenberger.  She is a graduate of Boston College and the University of Minnesota School of Public Health and spent 10 years working in public relations, fundraising, program development, and health education at Boston Children’s Hospital and a community health clinic in Boston’s inner city. Moroney’s graduate school and policy work focused on the role of the consumer in defining and accessing the ideal health care experience using shared decision-making and collaborative system design.




Denise Durgin Maloney, ACC, is co-chair for the Global Patient Family Advisory Board at The Beryl Institute. She also volunteers her time with the Patient Experience Policy Forum at The Beryl Institute.  After being diagnosed and treated for breast cancer in 2018, Denise launched an educational website to help breast cancer patients learn more about this cancer treatment. Durgin is a certified executive coach at Back Bay Leadership, working one-on-one with clients and organizations who want to improve their leadership and service cultures. Durgin began her 25+ career at Marriott International in the Back Bay of Boston. She earned a reputation for leading high performing sales teams by creating internal cultures where her teams learned, grew and felt safe which in turn allowed her teams to perform at their best. She worked at 14 of Marriott’s brands including The Ritz-Carlton where her teams earned several awards for top sales, customer service and market share performance at a regional, national and hotel owner level. Denise earned her master’s degree in Leadership at Georgetown University’s McDonough School of Business and her undergraduate degree in Hotel, Restaurant and Travel Administration at The University of Massachusetts, Isenberg School of Management. Through the years she’s served as Co-Chair for the Washington Humane Society’s Fashion 4 Paws luxury fundraiser, Best Buddies International fundraiser, as well as a 9+ year assignment as a pediatric volunteer and a Board of Development member for five years at INOVA Children’s Hospital in Fairfax, Virginia.

Bill McInturff is a co-founder and the managing partner of Public Opinion Strategies, one of the nation’s largest political and public affairs survey research firms. The firm has been described as a “GOP powerhouse” and currently represents 11 U.S. Senators, six governors, and 46 Members of Congress. McInturff, along with Hart Research Associates, conducts The NBC News/The Wall Street Journal Poll. One nationally recognized political reporter described McInturff as “one of the smartest most clear-thinking people in politics.” Another said he “has more influence on Capitol Hill than any other Republican strategist.” Over a thirty-year career in survey research and over 5,000 projects, he has been devoted to what he describes as “combat message development,” not simply monitoring public opinion, but developing messages to defend and promote client interests on complex public policy issues. The focus of much of his work has been health care, having completed more than 750 focus groups and more than 250 national surveys on this topic alone. McInturff is a frequently quoted source on the topic of American politics. He has appeared frequently on Meet the Press, MTP Daily, and is quoted in a variety of national news magazines and major newspapers. He lives in Alexandria, Virginia with his wife, where he watches a lot of movies and is looking forward to returning to being a youth baseball coach.

Mary Tinetti, M.D., is the Gladys Phillips Crofoot Professor of Medicine (Geriatrics) and Public Health and is chief of geriatrics at Yale School of Medicine. Her current research focus is on the net benefit and harms of commonly used treatments for older adults in the face of multiple health conditions. She is also leading a national effort to develop and test an approach to health care decision-making that focuses on the individual health priorities of older adults with multiple conditions. She chairs a national group of advisors helping health systems become Age-Friendly in an Institute for Healthcare Improvement initiative. Tinetti has published over 250 articles.  She has received numerous awards, is a member of the National Academy of Medicine, and is a MacArthur Foundation fellow. She provides care to older adults at Yale New Haven Health.




Sarah J. Dash, MPH, is the president and chief executive officer at the Alliance for Health Policy. She drives the mission and vision of the Alliance, as well as advances and maintains the reputation of the organization as the leading nonpartisan resource for policymakers and health leaders in an evolving health policy environment. Sarah joined the Alliance in 2014 as the vice president for policy and became president and CEO in May 2017. Sarah has long been an influential force in shaping health policy, having served as a senior aide on Capitol Hill and as a member of the research faculty at the Georgetown University Health Policy Institute’s Center on Health Insurance Reforms. Sarah holds a master’s degree in public health from the Yale School of Public Health and a bachelor’s degree in chemistry and literature from MIT. Sarah also holds an Executive Certificate in Nonprofit Management from Georgetown University.