Randi Redmond Oster is founder
and president of Help Me Health TM
whose mission is to transform how
healthcare thinks about the patient
experience. She is also the award-
winning author of Questioning
Protocol, which helps patients navigate the healthcare
system and medical professionals understand the
patient perspective. Randi spent the first 18 years
of her career at GE working on complex aerospace
systems and building profitable financial services
businesses. The skills gained at GE empowered her
to effectively navigate the healthcare system for her
son, find opportunities for process improvements for
hospitals and launch Help Me Health.
Kathleen Cattrall is Chief
Experience Officer of Help
Me Health. She is a customer
experience trailblazer credited
with establishing new standards
and methods for companies
dogged by customer challenges.
She believes that the experiences
customers have with companies
offer economic value in the same
way that a company’s products offer value. And she’s
proven it with the results she gets for her clients.
Her reputation as a subject matter expert in the
customer experience space makes her a sought-after
contributor to Forrester Research white papers, for
blogs, and as a speaker.
Help Me Health
Help Me Health transforms how healthcare thinks
about and delivers patient experiences to achieve
better outcomes and a better bottom line. Our
solutions help hospitals create large-scale patient-focused culture change.
factors. Her mammographer had
also suggested gene testing for the
BRCA1 and BRCA2 gene mutation3, and shown Kathleen a book
she had compiled of charts, diagrams and drawings of normal and
mutated genes. She explained how
cancer can be caused by mutated
genes passed down through the
generations. Only 5-10% of breast
cancers in the U.S. are linked to
an inherited gene mutation, and
Kathleen didn’t meet the criteria.
She decided not get the test. But
because of this experience, she felt
empowered and confident to make
the decision. It was the work of
that mammographer that indicated
to Kathleen how patient communication could be handled properly. •
1Gartner Research 2015
2HealthLeaders Media 2013 Report on Patient Experience Beyond HCAHPS
3American Cancer Society. Breast Cancer Facts & Figures, 2015-2016, 2015.
See more at: http://ww5.komen.org/