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Denise Kennedy

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Clinical Asst Professor
Faculty, DTPHX Campus, Mailcode 9020
Student Information:
Graduate Student
Leadership and Innovation
MaryLouFulton Teachers College

Biography

Professor Kennedy has more than 30 years of experience in the health care industry. Her allied healthcare career began at the bedside as a registered respiratory therapist and has since included leadership roles in operations management, quality and process improvement, business development, managed care and EAP contracting, and services management/marketing.  In her role as the administrative lead for service quality improvement at Mayo Clinic Arizona (MCA), she partnered with the Medical Director for Service to develop and implement plans for improving the patient experience.

While at MCA, she conceptualized, pilot tested, and implemented a “7-prong” model for improving service quality in health care and is the first author of “A Roadmap for Improving Healthcare Service Quality.”  This publication received the American College of Healthcare Executives’ Edgar C. Hayhow Award for outstanding contributions to healthcare management literature and was selected to represent the U.S. in an international “best articles” in healthcare publication. With industry recognition and demonstrated efficacy, Mayo Clinic leadership directed the diffusion of Arizona's service model throughout the Mayo Clinic enterprise. 

Professor Kennedy's passion for improving service quality in health care stems from her direct patient care experience, where service to vulnerable patients often is compromised by myriad factors beyond their control.  She has shared her work through speaking at conferences on service quality improvement in healthcare and through providing consultation, education, and training to numerous health care leadership teams within and outside Mayo Clinic.

Prior to joining the ASU faculty, Professor Kennedy was a regular invited guest lecturer to undergraduate business and healthcare management students. She enjoys teaching and believes that getting to know students by name and engaging students in discussion enhances the educational experience.

Professor Kennedy earned a Bachelor of Science with a major in biology and a minor in chemistry at Northern Illinois University (NIU), DeKalb, IL.  She is a graduate of the advanced respiratory care practitioner program at Northwestern University Medical School, Chicago, and later completed a Master’s Degree in Business Administration, also at NIU.  She earned the rank of Assistant Professor of Healthcare Systems Engineering at Mayo Clinic College of Medicine in January 2013.  Her work has been published in the American Journal of Quality Management, Journal of Healthcare Management, Journal of Brand Management, Journal of Patient Experience, Patient Experience Journal, Quality Progress, and othersProfessor Kennedy is an editorial board member and regular manuscript reviewer for Patient Experience Journal, and an ad hoc reviewer for other journals upon requestIn 2016, she was selected to serve on the Beryl Institute's Academic Consortium, a group charged with infusing patient experience principles into higher education health care curricula.   

Education
  • Master's Degree. Business Administration, Northern Illinois University, DeKalb
  • Graduate, Advanced Respiratory Care Practitioner Program, Northwestern University Medical School-Chicago
  • B.S. Biological Sciences, Northern Illinois University, DeKalb
Research Interests

Improving Health Care Service Quality and the Patient's Care Experience

PUBLICATIONS

  1. Kennedy DM. (2019). Managing the Mayo Clinic brand: A case study in staff-developed service performance standards. Journal of Brand Management. 26(5), 538-549.
  2. (Student co-authored) Kennedy DM, Anastos CT, and Genau, Jr., MC. (2019). Improving healthcare service quality through performance management, Leadership in Health Services, 32(3):477-492.
  3. Kennedy DM. (2018). Managing the Mayo Clinic brand: A case study in staff-developed service performance standards. Journal of Brand Management.  Pre-published December 20, DOI:10.1057/s41262-018-00148-0.
  4. Kennedy DM. (2017). Creating an Excellent Patient Experience through Service Education: Content and Methods for Engaging and Motivating Front-line Staff. Journal of Patient Experience, 4(4):156-161.
  5. Kennedy DM. (2016). Mind the Gaps: A New Perspective on a Classic Model Helps Health Care Organizations Better Understand Patient Expectations and Service Deficiencies. Quality Progress, May, 16-23.
  6. Skweres K and Kennedy DM. (2016). Developing a Sense of Ownership in Frontline Staff to Encourage Accountability and Improve the Patient Experience. Cost and Quality Academy Journal. June; 1-2.
  7. Nordrum JT and Kennedy DM. (2016). Seven Principles for Improving Service and Patient Satisfaction.  Family Practice Management.  May/June; 23(3):15-19.
  8. Kennedy DM. (2015) Creating and Integrating a New Patient Experience Leadership Role: A Consultative Approach for Partnering with Executive and Clinical Leaders, Patient Experience Journal. Vol. 2: Iss. 1, Article 21. Available at: http://pxjournal.org/journal/vol2/iss1/21
  9. Kennedy DM and Nordrum JT. (2015).  The Mayo Model of Community Care: Integrating Population Health and Patient Experience Initiatives for Efficient Reform. Journal of Healthcare Management. 60(2), 91-95.
  10. Kennedy DM, Nordrum JT, Edwards FD, Caselli RJ, and Berry LL. (2015). Improving Service Quality in Primary Care. American Journal of Medical Quality, 30(1), 45–51.
  11. Kennedy DM, Didehban R, and Fasolino JP. (2014). Creating and Sustaining a Culture of Accountability for Patient Experience.   Patient Experience Journal. Vol. 1: Iss. 2, Article 9.  Available at: http://pxjournal.org/journal/vol1/iss2/9
  12. Kennedy DM, Fasolino JP, and Gullen DJ. (2014). Improving the Patient Experience through Provider Communication Skills Building.   Patient Experience Journal. Vol. 1: Iss. 1, Article 10. Available at: http://pxjournal.org/journal/vol1/iss1/10
  13. Kennedy DM, Nordrum JT, Edwards FD, Caselli RJ, and Berry LL. (2014). Improving Service Quality in Primary Care.   American Journal of Medical Quality. Prepublished January 14, DOI: 10.1177/1062860613518093.
  14. Kennedy DM, Caselli RJ, and Berry LL. (2013). A Roadmap for Improving Healthcare Service Quality.  World Hospitals and Health Services, 49 (1): 7-9.
  15. Kennedy DM, Caselli RJ, and Berry LL. (2012). Healthy Returns: Mayo Clinic Arizona’s 7-step approach to improve service and delight customers. Quality Progress, October, 32-39.
  16. Kennedy DM, Caselli RJ, and Berry LL. (2011). A Roadmap for Improving Healthcare Service Quality.  Journal of Healthcare Management, 56 (6): 385-402.  

 

RESEARCH PRESENTATIONS

Invited Speaker at National/International/Regional Meetings

  1. Kennedy DM. The 7-prong Model for Improving Service Quality: Creating a Culture of Accountability.  Healthcare Business Insights, Cost and Quality Academy (virtual conference delivered from Scottsdale, AZ), May 2016.  
  2. Kennedy DM. Revisiting the ‘7-prong’ Model for Improving Service Quality:
    Lessons Learned from Mayo Clinic Arizona
    .  Professional Research Consultants Excellence in Healthcare Conference, Scottsdale, AZ, June 2015. 
  3. Kennedy DM. Improving the Patient Experience at Mayo Clinic Arizona.  Annual Residents’ Conference on A System-based Approach to High Quality Healthcare, Mayo Clinic Hospital, Phoenix, AZ, October 2015
  4. Kennedy DM. A Roadmap for Improving Healthcare Service Quality: Lessons and Tools from Mayo Clinic.  Biz Summits, National Customer Service Summit (national teleconference presentation from Scottsdale, AZ), November 2014.
  5. Kennedy DM. A Roadmap for Improving Healthcare Service Quality: Lessons and Tools from Mayo Clinic.  University HealthSystems Consortium (UHC) IQ Webinar: Preparing Academic Medical Centers for CG-CAHPS, Chicago, IL, November 2014.
  6. Kennedy DM and Fasolino J. Improving the Patient Experience at Mayo Clinic Arizona.  Annual Residents’ Conference on A System-based Approach to High Quality Healthcare, Mayo Clinic Hospital, Phoenix, AZ, October 2014.
  7. Kennedy DM. A 7-Prong Model for Healthcare Service Quality Improvement and Facilitated Gap Analysis. VHA West Coast Patient Experience Collaborative, August 2014.
  8. Kennedy DM. A Roadmap for Improving Healthcare Service Quality: Lessons and Tools from Mayo Clinic.  University HealthSystems Consortium (UHC) Conference: Preparing Academic Medical Centers for CG-CAHPS, Chicago, IL, July 2014.
  9. Kennedy DM. A Roadmap for Improving Healthcare Service Quality: Lessons and Tools from Mayo Clinic.  Biz Summits, National Customer Service Summit (national teleconference presentation from Scottsdale, AZ), November 2013.
  10. Kennedy DM and Caselli RJ. A 7-Prong Model for Healthcare Service Quality Improvement.  ASU Center for Services Leadership Board and Faculty Professional Development Session, Tempe, AZ, February 2013.
  11. Kennedy DM. A Roadmap for Improving Healthcare Service Quality: Lessons and Tools from Mayo Clinic.  The Beryl Institute Annual Patient Experience Conference, Dallas, TX, April 2013.
  12. Kennedy DM. A 7-Prong Model for Healthcare Service Quality Improvement. ASU Intersections in Healthcare, Phoenix, AZ, November 2012.   
  13. Kennedy DM. A Roadmap for Improving Healthcare Service Quality: Lessons and Tools from Mayo Clinic.  Professional Research Consultants Monthly Continuing Education Series, Cyber-seminar delivered from Scottsdale, AZ, October 2012. 
  14. Kennedy DM. A Roadmap for Improving Healthcare Service Quality: Lessons and Tools from Mayo Clinic.  Professional Research Consultants Excellence in Healthcare Conference, Scottsdale, AZ, June 2012.   
  15. Kennedy DM and Caselli RJ. A Roadmap for Improving Healthcare Service Quality: Lessons and Tools from Mayo Clinic.  Health Management Academy, Chief Nursing Officer Forum, Phoenix, AZ, February 2012.
  16. Kennedy DM and Caselli RJ. A Roadmap for Improving Healthcare Service Quality: Lessons and Tools from Mayo Clinic.  Health Management Academy, Oncology Forum, Phoenix, AZ, February 2012.
  17. Kennedy DM. Designing a Data-driven Service Quality Improvement Program.  Mayo Clinic Quality Symposium, Scottsdale, AZ, May 2011.

 

Abstracts/Posters  

  1. Anderson L., Mathras D., Caselli RJ, and Kennedy DM. The Effects of Consumer Vulnerability on Service Evaluations and Well-being Outcomes.  Marketing & Public Policy Conference, Boston, MA, 2014
  2. Anderson L., Mathras D., Caselli RJ, and Kennedy DM. The Effects of Consumer Vulnerability on Service Evaluations and Well-being Outcomes. Association for Consumer Research Conference, Chicago, IL, 2013
  3. Anderson L., Mathras D., Caselli RJ, Kennedy DM., and Ostrom A. Service Recovery and the Vulnerable Consumer. Service Failure in the Era of Social Media, American Marketing Association Summer Educator’s Conference, Chicago, IL, 2012.
Fall 2019
Course NumberCourse Title
HCD 310Health Communication
CHS 492Honors Directed Study
CHS 493Honors Thesis
CHS 499Individualized Instruction
HCD 592Research
Spring 2019
Course NumberCourse Title
HCD 511Health Econ Policy Payment Mdl
HCD 550Capstone
HCD 592Research
Fall 2018
Course NumberCourse Title
HCD 310Health Communication
HCD 499Individualized Instruction
HCD 592Research
Spring 2018
Course NumberCourse Title
HCD 310Health Communication
HCD 402Health Economics
HCD 550Capstone
HCD 592Research
Fall 2017
Course NumberCourse Title
HSC 304Health Communication
HCD 592Research
Spring 2017
Course NumberCourse Title
HCD 550Capstone
HCD 592Research
Fall 2016
Course NumberCourse Title
HCD 592Research
HCD 594Conference and Workshop