About Susan Dragoo

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An energetic and innovative professional experienced in driving transformation, with specialization in health care and expertise in Lean Thinking, clinical quality, statistical analysis, Medical Staff credentialing, and the Malcolm Baldrige Performance Excellence Program.

Led the INTEGRIS Health Quality Journey for more than two decades, including the introduction of Lean Thinking, the application of the Malcolm Baldrige Performance Excellence criteria through the Oklahoma Quality Award process (for which INTEGRIS won the Excellence in Leadership Award in 2014), and the co-creation of the INTEGRIS Framework for Approaching Patient Safety, which won the Institute for Safe Medication Practices’ Cheers Award in 2001. Has served as a state quality examiner, as a national examiner for the Baldrige program, completed a fellowship in Patient Safety Leadership and is certified in Lean Healthcare.

Specific areas of expertise include the following:

  • Clinical Quality
    • Measurement, including definition of measures, collection of data, development of scorecards and other reporting mechanisms
    • Priority setting, including evaluation of performance data to determine opportunities for improvement, potential for change and projected impact of improvement efforts
    • Facilitation of improvement work, including data analysis, identification of contributing factors, isolation of controllable factors and development of action plans
    • Communication with clinicians around improvement opportunities and changes for improvement
    • Measurement of impact
  • Lean Performance Systems
    • Introduction of concepts
    • Facilitation of projects
    • Measurement of change
  • Malcolm Baldrige Performance Excellence Program
    • Organizational assessment
    • Assistance with development of application and preparation for site visit
    • Assistance with follow-up and creation of action plans
  • Statistical Analysis
    • Performance assessment and trending using valid statistical methods, including statistical process control where applicable
  • Medical Staff Credentialing and Bylaws
    • Evaluation and improvement of compliance with Joint Commission standards and efficiency of processes
  • Governance and Leadership
  • Innovation
  • CMS Value Based Purchasing

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Curriculum Vitae

Professional Experience:

Senior Consultant, Excellence Oklahoma, January 2015-Present
Interim Quality Director and Quality Consultant, Duncan Regional Hospital, February 2016-December 2016
Administrative Director, Quality and Innovation, INTEGRIS Health, 1986-2014
(Held progressively responsible positions in Quality, Lean Thinking, Performance Excellence, and Medical Staff Services)
Member, Board of Examiners, Malcolm Baldrige Performance Excellence Program, 2010, 2011, 2013
Member, Board of Examiners, Oklahoma Quality Award, 2009, 2016

Education:
Certificate, Lean Healthcare, University of Michigan, 2005
Fellowship, Patient Safety Leadership, AHA/HealthForum, 2003
Master of Science, Biostatistics, University of Oklahoma, 2001
Master of Science in Management, Southern Nazarene University, 1992
Post-Graduate Studies, Business Administration, University of Oklahoma, 1986-88
Bachelor of Arts, Telecommunications, University of Tulsa, 1979

Professional Affiliations:
Member, Hospital Advisory Council, Oklahoma State Department of Health, 2015-2016

Certifications:
Certified Professional in Healthcare Quality
Certified Medical Staff Coordinator
Certified Provider Credentialing Specialist

Community:
Volunteer, Norman Regional Health System, 2016-Present
Volunteer, Oklahoma Quality Award Foundation, 2016-Present

Awards:
Team Excellence Awards, INTEGRIS Health, Multiple Years
Spirit of Transformation Award, Oklahoma Hospital Association, 2010
David L. Stumph Award for Excellence in Publication, 2002, National Association for Healthcare Quality
“Cheers” Award, Institute for Safe Medication Practices, 2001

Healthcare Publications (listed as published under previous name):

Dragoo, S.D. and Bethea, C.F. (2007) INTEGRIS Baptist Medical Center: Transparency and Returnship Take Quality to the Community. ¬The Joint Commission Journal on Quality and Patient Safety. October, 596-600.

Penn Ketring, S. and White, J.P. (2002) A Systemwide Approach to Patient Safety: The First Year. The Joint Commission Journal on Quality Improvement, June.

White, J.P. and Ketring, S.D. (2001). True Patient Safety Begins at the Top. The Physician Executive. September/October, 40-45.

White, J.P. and Ketring, S.D. (2001). A Framework for Approaching Patient Safety. Oklahoma City, Oklahoma: INTEGRIS Health.

Oehlert, W.H. and Ketring, S.D. (1997). Accreditation: Who’s Counting? J Okla State Med Assoc 90, February, 48-52.

Travel/Adventure Publications:

Publications

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