Penn State Health leaders spotlight patient experience, new leadership and safety initiatives at October town hall

Penn State Health leaders emphasized improving the patient experience, introduced new executives and outlined safety and employee engagement initiatives during the Oct. 21 systemwide town hall.

Kyle Snyder, chief operating officer, called on employees to make patient experience the focus of every interaction. The health system has fallen below its 74.10 baseline score and is 0.77 away from reaching its threshold goal.

“Make the patient the center of everything we do,” Snyder said. “Set expectations and follow through, and double down on our service standards.”

He urged employees to apply tactics such as:

• Updating patients when delays occur
• Maintaining clean, welcoming environments
• Following the 10-5 rule: Make eye contact within 10 feet of a patient or visitor, greet within 5 feet
• Escorting patients and visitors rather than pointing when giving directions
• Managing up colleagues to build trust

“Start thinking about it as you’re walking into the facility where you work,” Snyder added. “This is the mission we set for ourselves.”

Leadership team announcements

Dr. Michael Kupferman, chief executive officer, announced the completion of his executive leadership team with the hiring of Dennis Sutterfield as chief information officer (CIO) and senior vice president on Monday, Nov. 17. Sutterfield is currently the CIO for SUNY Downstate Health Sciences University in Brooklyn.

Kupferman noted that Sutterfield will bring expertise in Epic, the use of artificial intelligence and data strategy.

Other recent leadership appointments include:

• Kyle Snyder as president and chief operating officer
• Tracy Moyer as executive vice president and chief financial officer
• Leslyn Williamson as president of Hampden and Holy Spirit medical centers
• Umar Farooq as interim chief medical officer at Milton S. Hershey Medical Center
• Inginia Genao, vice dean at the College of Medicine and vice president for Penn State Health, now leading the newly formed Office of Health Advancement and Community Engagement

Employee appreciation bonus

Kupferman surprised staff with news of a systemwide employee appreciation bonus “to recognize the incredible work our staff put in during the past fiscal year,” he said.

• Full-time employees will receive a $400 bonus.
• Part-time and PRN workers will receive a $250 bonus.
• Eligible employees must have been hired before Jan. 1, 2025.
• Bonuses will appear in Nov. 14 paychecks.

“While no amount can capture the full value of your contributions, this bonus reflects our gratitude to you for your hard work and your commitment to our patients and to Penn State Health,” Kupferman said.

Security upgrades: Canopy Protect, passive weapons detection systems

David Swift, chief human resources officer and senior vice president, detailed systemwide security upgrades.

All employees will soon receive Canopy Protect wireless duress buttons. The rollout will take about nine months, Swift said, and will begin at Holy Spirit Medical Center in December.

Canopy Protect underwent a successful pilot program earlier this year with more than 1,700 employees using the wireless duress technology at five sites.

Swift also announced plans to pilot a passive weapons detection system in high-volume, high-risk areas. The health system has reviewed four different systems and will select one for testing.

Swift encouraged all employees to visit the new Be Safe website, which offers resources on crisis management and emergency preparedness.

Employee benefits, Epic implementation

Megan Erway, director of benefits and absence management, reminded employees that open enrollment runs from Oct. 29 to Nov. 12.

As the Oct. 31, 2026, Epic go-live date approaches, temporary time-off restrictions will be in place during the last quarter of 2026 to ensure adequate staffing during critical phases of the launch:

• Gray-out period: 1 to Oct. 15, 2026, and Nov. 16 to Nov. 30, 2026. Time off is strongly discouraged for Information Services staff and any Penn State Health and College of Medicine Epic Super Users and will only be approved on a case-by-case basis for urgent needs.
• Black-out period: 16 to Nov. 15, 2026. No planned time off permitted for Penn State Health employees and College of Medicine Epic workgroup members or Super Users, except in emergencies.

In recognition of Epic implementation efforts, staff may sell up to 80 PTO hours next fall, double the previous limit.

Other Town Hall highlights

• Epic implementation remains on track, with more than 50% of decisions completed and Super User recruitment starting in January.
• Integration of academic and community medical groups into one unified Penn State Health Medical Group is underway to standardize care and improve recruitment.
• United Way campaign runs through Friday, Nov. 14. So far, $213,000 has been raised toward the $325,000 goal. Employee volunteers packed 150 meal boxes on Oct. 9 for local families experiencing food insecurity.
• The National Guard training program at Milton S. Hershey Medical Center completed its first year, training 100 medics and nurses from 22 states. Hershey Medical Center is one of three medical centers in the country to host National Guard training. The 2026 session begins in January and will expand to train 150 participants through 15 courses.
• The Penn State Health Cancer Center at Hampden Medical Center opens to patients on Monday, Oct. 27, expanding access to advanced therapies and clinical trials for the growing West Shore population.
• Watch the replay of the Oct. 21 Penn State Health Town Hall here.

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