SPHP Names Laura Franckowiak Director of Patient Experience

Experienced health care leader Laura Franckowiak, MS, RN, has joined St. Peter’s Health Partners (SPHP) as director of patient experience.

In this newly created role, Franckowiak will be responsible for driving meaningful change in patient experience across SPHP’s vast network, particularly in acute care, which encompasses St. Peter’s Hospital and Albany Memorial Hospitals in Albany, and Samaritan Hospital and St. Mary’s in Troy. She will work with leadership to identify, prioritize, and implement improvement initiatives to facilitate not only the excellent customer service for which SPHP is known, but also improved engagement between colleagues and physicians.

Franckowiak joins SPHP from Glens Falls Hospital, where she served as an administrative nursing supervisor for the 350-bed hospital since 2013. A master’s-prepared nurse with nearly 20 years of experience, Franckowiak has held progressive leadership roles, including at Albany Medical Center and Ellis Medicine. Most recently, she successfully managed a large-scale patient experience client assignment at Press Ganey, covering a territory from New York to West Virginia. Press Ganey is a strategic business partner to more than 26,000 health care organizations, including SPHP, dedicated to encouraging excellent patient-centered care.

Franckowiak is Sigma Lean Yellow Belt certified. She used this leadership experience to oversee the Magnet Program, serving as its director from 2013 to 2014, as well as site coordinator for the National Database for Nursing Quality Indicators (NDNQI).

Franckowiak holds a master’s degree from Regis University in Denver, Colorado. She received her bachelor’s degree in nursing from West Virginia University Institute of Technology in Montgomery, West Virginia, and her associate degree in nursing from Ellis Hospital School of Nursing.

Franckowiak has served as a member of the American Nurses Association, the American Organization of Nurse Executives, the New York Organization of Nurse Executives and Leaders, the Capital District Nursing Research Alliance, and the Schenectady Business and Professional Women’s Club. She was nominated for the People’s Leadership Award in 2012 at Glens Falls Hospital.

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