Insights to Outcomes: Experience Management in Post-Acute Care

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About

Join us for a webinar spotlighting how Heritage Hall uses Experience Management (XM) tools to drive measurable improvements in patient and resident satisfaction, care quality, and staff engagement.

In this session, American HealthCare’s VP of Census & Marketing, Chelsea East, and VP of Food & Nutrition Services, Patrick Pelletier, LNHA, CDM, CFPP, will share real-world strategies and lessons learned while implementing Relias XM across their short-term rehabilitation and intermediate and long-term care facilities.

Moderated by Mallory McKeown, Enterprise Client Success Manager at Relias, this conversation will highlight how real-time feedback and actionable analytics can drive meaningful improvements in satisfaction, engagement, and operational performance.

What you'll learn:

How to capture meaningful, real-time patient feedback to identify and respond to opportunities for improvement

Ways to use feedback data to inform service delivery and care quality

How to tie patient experience data to performance improvement efforts for lasting impact

If you cannot attend the live webinar, we still encourage you to register, as all registrants will receive an email with a link to the recording and resources.

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Presenters

Patrick Pelletier, LNHA, CDM, CFPP

Vice President of Food & Nutrition Services | American HealthCare, LLC

Patrick Pelletier started with AHC in September of 2019 as an Administrator-In-Training at South Roanoke Nursing & Rehabilitation, where he would later become the Assistant Administrator. After completing the AIT program, he became a Licensed Nursing Home Administrator in November of 2020. In 2021, he transitioned to the Director of Dining Experience for American HealthCare, where he would focus on providing support and vision to all 16 AHC facilities. He was then promoted to his current role as Vice President of Food & Nutrition Services in 2023. Prior to joining AHC, Pelletier's experience in food service came primarily from the concessions industry, including 8 seasons working for the Salem Red Sox as the Food & Beverage Manager, as well as several years working at Busch Gardens and Water Country USA in Williamsburg, Virginia. He became a Certified Concessions Manager in July of 2017. Pelletier received his Bachelor’s Degree in Sport and Recreation Management from James Madison University in 2012. In his spare time, he enjoys spending time with his wife Ashley, and his three children, Mason, Bella, and Kennedy
Chelsea East

Vice President of Census & Marketing | American HealthCare, LLC

Chelsea East began her career with American HealthCare in 2017 as Census Development Assistant and then was promoted to Director of Marketing and Reputation in 2019. In 2023 she was promoted to Vice President of Census and Marketing. As Vice President of Census and Marketing, East oversees and leads AHC’s census development and marketing efforts for all 16 facilities. East is a South Carolina native, receiving a bachelor’s degree from Coastal Carolina University in Recreation & Sport Management. Her first career path was in Minor League Baseball which ultimately led her to Virginia to work for the Salem Red Sox. She gained experience in marketing, promotions, and community relations before transitioning into the healthcare industry. East lives in Roanoke with her husband, Karlyn, their son Brooks, and two goldendoodles, Bennett & Addie. In her spare time, she enjoys traveling, working out, spending time at Smith Mountain Lake, and checking out the newest restaurants in town.
Mallory McKeown

Enterprise Client Success Manager | Relias

Mallory McKeown is a healthcare professional dedicated to improving the patient experience. With a background in roles like chaplain and family advocate, McKeown's mission is simplifying healthcare for patients and families. From advisory councils to patient advocacy, she amplifies the patient's voice. At Relias, she redefines the patient-provider relationship, asking vital questions to guide healthcare leaders toward patient-centered changes. Her goal is to revolutionize healthcare by putting patients’ needs first.