Dr. Inguanzo co-founded Professional Research Consultants, Inc., in 1980. What began as a passion for improving healthcare through research-driven insights has grown into a successful business benefiting millions of patients every year through hospitals and health systems using PRC’s custom research to achieve excellence. Through Dr. Inguanzo’s leadership, PRC has gained recognition for offering the most innovative and sophisticated market research and communication tools available. He also serves as a senior consultant for hundreds of hospitals and health systems in the United States, helping enhance loyalty to these institutions among patients, employees, medical staff, and consumers. Dr. Inguanzo has published dozens of articles in industry publications, such as Hospitals & Health Networks, HealthLeaders, and Trustee magazine. He regularly speaks at national healthcare conferences, interpreting the trends revealed in PRC’s national studies and sharing his own extensive hospital experience. Dr. Inguanzo earned his degrees, including his Doctor of Philosophy in Engineering with emphasis on Statistics and Computer Science, from the University of Nebraska–Lincoln, where he is a Member of the Nebraska Hall of Computing.
Joyce joined PRC as a partner in 1981. Over the past three decades, she has driven advancements in the company’s interviewing methodologies and developed a cadre of several hundred professionally trained interviewers. Her leadership in training, quality assurance, and survey design has established PRC’s reputation as an industry leader in telephone research. Joyce is known for her keen, empathetic listening skills, which are vital to healthcare organizations that need researchers to understand the needs of patients, physicians, employees, consumers, communities, and government agencies. As PRC’s first interviewer, she has acquired a deep appreciation for the skillsets and resources needed to collect high-quality data in a timely fashion for clients through PRC’s advanced telephone methodology. She has also helped shape PRC’s culture, which values client-focused, dedicated, loyal employees. Joyce earned a bachelor’s degree in Education from the University of Nebraska–Lincoln.
Senior Vice President
Senior Vice President
Tom joined PRC as a partner in 1981 and has played an instrumental role in business development and client service, helping hundreds of hospitals and healthcare organizations across the United States understand the value and competitive advantages of custom healthcare research. He has been vital to PRC’s evolution into a national industry leader. Tom’s decades of client development and marketing experience have helped him hone a keen understanding of what clients need to interpret and transform their data into action plans to improve performance. Tom earned a Bachelor of Science degree in Economics from the University of Nebraska–Lincoln.
An early partner with PRC, Ken leads the company’s technical community, whose members develop and introduce reliably accurate, client-focused tools, such as PRCEasyView.com®. Ken’s Research and Development team leverages customizable research capabilities that enable clients to view data in real time and then interpret and apply the data-driven insights they collect. Their work has kept PRC on the leading edge of user-friendly technical innovations in the healthcare survey industry. With stints in sales, customer service, and statistical analysis, Ken has developed the kind of broad knowledge base that equips him to understand the unique needs of individual clients. He earned bachelor’s and master’s degrees in Architecture and a master’s degree in Computer Science, all from the University of Nebraska–Lincoln.
Since joining PRC in 2000, Hope has applied her expertise in statistical analysis, physician studies, and patient experience to help clients use their data to improve customer service and achieve market leadership. She is recognized as a leading consultant to hospitals and healthcare systems seeking to leverage best practice models to maximize Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) scores. Her skills in executive training and physician engagement, and her deep-seated knowledge of multiple product lines, round out a broad base of experience that has enabled her to contribute significantly in several key roles at PRC. Hope earned a Bachelor of Science degree in Biology from Trinity University in San Antonio, Texas.
Jan joined PRC in 1994 as a Project Manager and has vast experience managing multiple types of patient experience research. She is recognized as an expert in government surveys, where she helps clients navigate accountability requirements associated with healthcare reform. Her outstanding organizational skills, expertise in managing workflow, encyclopedic knowledge of legislative requirements, and superior ability to translate client needs into PRC processes led to her selection as PRC’s Consumer Assessment of Healthcare Providers and Systems (CAHPS) Director in 2005, then to Director of Patient Experience & Government Surveys, and on to her current role as PRC’s Senior Vice President, Research Operations. Jan earned a Bachelor of Arts in English and Sociology from the University of Iowa, graduating summa cum laude. In addition, she has earned Lean certification from the University of Michigan’s College of Engineering.
Katie joined PRC’s leadership team in 2018, helping to create the PRC Excellence Accelerator Division to equip our clients with proven paths to improving employee, physician, and patient engagement. Katie believes the healthcare experience matters for every individual: patients, caregivers, and providers. She has worked both on the front lines of healthcare and in senior leadership roles. Now, she is taking bold steps to assure every organization has access to resources to achieve results. Currently serving as its senior leader, she co-founded the Healthcare Experience Foundation—created with the ambition for every person to receive and deliver the best possible care. She has worked with hundreds of organizations and thousands of leaders to equip their cultures and instill competencies that achieve breakthrough performance with quality, safety, patient experience, and workforce engagement. She is lead author of the HCAHPS Imperative for Patient-Centered Excellence and frequently authors in respected industry publications.
Mark Gorrell is a seasoned healthcare information technology executive with a track record of driving performance, efficiency and value for large, complex healthcare organizations, including integrated delivery networks, academic medical centers, and physician group practices. He brings extensive client-based insights to PRC, drawn from a career working with healthcare organizations and consulting firms serving healthcare clients, including Price Waterhouse, Geisinger, Allegheny Health System, Christus Santa Rosa Health System, and Georgetown University Medical Center. For 14 years, he served as CIO for Baystate Health, where he developed a strategic partnership with Cerner Corporation. Mark’s deep-seated understanding of the value of technology and innovative digital solutions in a rapidly changing marketplace grew out of these experiences. His approach to leadership has enabled him to build high-performing, service-oriented teams within a culture of collaboration, accountability, and continuous improvement. Mark earned a Bachelor of Business Administration degree from the University of Texas in Austin and a Certificate in Health Care Financial Management from the University of South Carolina in Columbia.
Angela joined PRC in 1998 as an Interviewer. She worked in various departments leading to the position of Benefits Coordinator in 2003, jumpstarting her Human Resources career. This rich internal experience allows her to see the company from all angles. A culture leader and strategic thinker, Angela is responsible for PRC’s “people functions,” leading the way in centralizing and streamlining HR within PRC, positioning it as a tactical function with purpose. Driven by people and accomplishment, she is an excellent listener and advisor to employees, teams, and leadership. Angela earned a formal designation as a SHRM Senior Certified Professional. Additionally, she received a Bachelor of Science in Communication with a second field of concentration in Sociology as well as a Graduate Certificate in Human Resources from the University of Nebraska at Omaha, completing her undergraduate Magna Cum Laude.
Bruce joined PRC in 1990 and began developing PRC’s community health products in 1994, at a time when “community health needs assessment” and “population health” were little-known concepts among most healthcare organizations. Under his direction, PRC evolved into a nationally recognized leader in community health research, with more experience than any other national research provider. Over the course of his career, Bruce has advised hospitals, healthcare systems, public health departments, foundations, and community-based groups in hundreds of communities across the United States, and their work has impacted the lives of millions.
He works with clients to identify and define the specific health needs of their populations so that clients can conduct real-time and customizable research into individuals’ health status, risk, behaviors, and experiences to improve community health. He graduated summa cum laude from the University of Nebraska–Omaha with a Bachelor of Arts degree in International Studies and Public Relations.
As Vice President, Client Development, Doug joined PRC in 1994. With over 25 years of experience in the healthcare industry, he is responsible for identifying business opportunities and building/maintaining strong, long term relationships with healthcare systems, hospitals, and physician groups throughout the United States, matching their complex research needs and objectives with a multitude of PRC’s survey research and consulting capabilities. Through his interaction with new and existing clients, Doug identifies those organizations that require customized research and works with them in developing unique research models, as well as helping clients whose needs conform to existing PRC formats. With an strong commitment to quality and timely service, Doug also ensures that all clients benefit fully from PRC’s deliverables. He is deeply committed to building strong relationships that result in excellent customer service and better business results. Doug earned a Bachelor of Business Administration (BBA) degree, with high honors, from Idaho State University.
Since joining PRC’s Client Education team in 2010, Sandy has helped hundreds of hospital leaders across the United States about their patient perception data. When Sandy’s not onsite at a hospital, she can be found helping clients learn to use their data more effectively and navigate PRCEasyView.com®. Sandy has been instrumental in creating training materials and innovating new ways to dig into and display data. She came to PRC following a career in manufacturing, where she worked as a Corporate Trainer, Business Systems Analyst, and Continuous Improvement Leader.
With PRC since 1998, Janet has extensive knowledge of healthcare survey research in the development of telephone, electronic, point-of-care, handout, and mixed-methodology instruments. As Director of Survey Design and Scriptwriting, Janet both develops and oversees the progress of client-specific questions and custom surveys across all product lines and maintains a library of survey tools that evolve with the changing healthcare landscape. Before surveys are launched, Janet and her team complete a thorough quality assurance review of each survey to ensure a high level of reliability and validity. Janet was part of the team that developed PRC’s proprietary survey design program and helps evolve ways to integrate the information captured in this program into the production process at PRC. She is a summa cum laude graduate of the University of Nebraska–Lincoln, where she earned a Bachelor of Science degree in Marketing.
John brought a wealth of healthcare experience to PRC when he joined the team in 2007. He has played an integral role in ensuring that PRC deliverables meet clients’ research requirements and objectives in a timely, reliable, and high-quality manner. Working with large healthcare systems, academic medical centers, community hospitals, large medical groups, he applies his extensive research design knowledge to meet their needs and objectives. John serves as a trusted, knowledgeable service partner to all his clients and is committed to building strong relationships that foster excellent customer service. He earned a Bachelor of Business Administration degree, with an emphasis in Marketing from Saint Louis University.
Greg joined PRC as a Statistical Analyst in 1995. In this role, he applied data management skills to help develop PRC’s quality assurance procedures and guide clients to a better understanding of their research results. After his promotion to Director of Statistical Analysis in 1998, he increased team productivity, added staff and developed a program that merged client and survey data to enhance the value of PRCEasyView.com®. Greg is involved in the management of PRC’s benchmarking database and has a track record of tailoring innovative solutions to meet client reporting needs. He leads an experienced team of analysts who ensure data quality and provide clients with custom reporting solutions for their specific needs and objectives. Greg earned a Bachelor of Science degree in Chemistry from the University of Kansas. His education also includes continuing work in SPSS, SAS, SQL Server, and other reporting programs.
Jody joined PRC in 1990 as a data entry specialist. She was promoted to Director of Qualitative Data and Coding in 1992. In this role, she manages department productivity and oversees the categorization of respondent comments for patient, consumer, employee, and physician research. Jody also manages the distribution of a variety of reports, including Action Alerts. Her strengths include workflow management, collaboration, a knack for building a positive employee culture, and the attention to detail needed to deliver timely, relevant, high-quality products to clients.
Jana joined PRC in 2011 as a Community Health Consultant and has worked closely with healthcare organizations to develop strategic priorities based on the research PRC conducts. Jana knows very well how community health impacts hospitals. Formerly an epidemiologist with the Arizona Department of Health Services, Jana brings a wealth of knowledge and experience in data reporting, analysis, and health promotion models to PRC’s Community Health team. She earned a Bachelor of Arts degree in Sociology and Business Administration from Trinity University in San Antonio, Texas, and a Master’s in Public Health (MPH) degree from the University of Arizona. Jana also serves as an adjunct faculty member at Creighton University’s Department of Preventive Medicine in Omaha, Nebraska.
Erin joined PRC in May 2017. Upon graduation, she worked in product development, collaborating directly with vendors and internal stakeholders to develop unique products relevant to customers’ needs, company assortment, and pricing strategies. She then advanced to a new role where she optimized analytical strategy tracking industry trends to maximize business and minimize risk in both short and long term. At PRC, Erin primarily focuses on understanding and communicating current developments with the CAHPS (Consumer Assessment of Healthcare Providers and Systems) and VBP (Value-Based Purchasing) programs. She has tremendous experience managing data and providing actionable plans to support client and business development. Erin earned a Bachelor degree from the University of Northern Iowa.
Christy began her PRC career in 2000 as a consultant, advising hospitals and healthcare systems how to strengthen their customer experience and loyalty programs. By associating behavioral patterns emerging from patient experience data, she helps clients develop and implement practical solutions that accelerate the progress of their Magnet®journey and empowers them to improve their culture and performance. Christy calls upon the experience she gained from her close working relationships with key Magnet Program® leaders at the American Nurses Credentialing Center (ANCC) to provide expertise to clients as they make decisions about how to present their patient satisfaction results for the Magnet Recognition Program®. Christy also facilitates pre-approval for clients’ custom survey content. She graduated with honors from Creighton University in 2000, with degrees in History and Biology. In 2017, Christy earned her Certified Patient Experience Professional (CPXP) designation from the Patient Experience Institute.
Leah joined PRC in 2014 and is committed to partnering with her clients to pursue timely, high-quality patient experience research to support their efforts to improve healthcare. In her role as Senior Project Manager, she works closely with internal production departments to implement, maintain, and update patient experience studies in line with best practices and individual client needs. Leah graduated Summa Cum Laude with a Bachelor of Arts in Psychology from Benedictine College in Atchison, Kansas.
Jennifer joined PRC in 1997. As Associate Director of Data Analysis and Reporting, Jennifer’s role is to share accurate survey results with clients in a clear and meaningful manner. She specializes in the completion of point-in-time studies, supervising an experienced staff of analysts who ensure data quality and provide timely and accurate reports and presentations that are valuable to PRC clients. Jennifer earned two degrees from the University of Nebraska–Omaha, a Bachelor of Science in Marketing and a Master of Business Administration.
Dr. King is dedicated to uncovering the underlining fundamental needs that drive employee engagement. Her research has found that employees’ perceptions and well-being improvement by providing interpersonal and workplace support. Cynthia’s research background along with her dedication to improving overall employee relations make her a strong asset at PRC.
As Director of Client Organization Development for PRC, she leads the Employee Engagement division and is responsible for the development of the Engagement Index used to help healthcare organizations find effective and efficient ways to engage employees and caregivers in their overall culture. Considered an expert in Action Planning for Excellence, she is an accomplished speaker and published author. She received a PhD in Educational Psychology with a specialization in Learning Cognition, Motivation and Instruction and a MA in Program Evaluation from the University of Texas at Austin.
Joining PRC in 2006, Nancy brought more than nine years of teaching experience that she uses in her role as PRCEasyView® Support Specialist. Nancy is primarily responsible for helping EasyView® users learn how to navigate the website and find the information they need to achieve excellence. Over the past two years, she has trained more than 1,000 users on the applications and benefits of PRCEasyView.com®, both onsite and online. By ensuring that EasyView® programmers received and understood client feedback and perspective, Nancy played an instrumental role in the design of the most recent version of the website. In addition to live training, she has written, designed, and published training materials for the website and other PRC tools. Nancy graduated from Creighton University with a Bachelor of Arts in English and Secondary Education.
Wes has been with PRC since 2001 and supervises a team of database managers, sample plan managers, and CAHPS analysts to ensure that production deadlines are met and CAHPS sampling protocols are enforced. He has developed and enhanced applications that enable PRC to customize data cleaning and sampling processes to meet clients’ unique needs. Before becoming the Director of Sample Management, Wes worked as a Senior Database Manager, designing and improving processes for sampling CAHPS in conjunction with other surveys. He has also developed custom Microsoft Access database solutions to support sample management. Wes earned an Associate of Arts degree in Electronics Technology from Metropolitan Community College in Omaha, Nebraska.
Now the Manager of Patient Experience and Government Surveys, Joe joined PRC in 1996. He began his career as an interviewer and over the next 19 years served in roles of increasing responsibility, including Patient Priority Manager and Physician Executive Interviewing Team Manager. During his tenure, he established a prioritization process that is still used today and has successfully implemented performance standards, pay structures, hiring processes, training structures, and physician interviewer development practices. He takes pride in establishing high standards for both quality and performance, enabling PRC to generate high participation rates and high-quality data for its clients. In his current role, Joe draws on his 18 years of management experience to oversee the Project Managers working on patient experience and government surveys. He earned his Bachelor of Science degree in Business Administration, with an emphasis in Management, from the University of Nebraska–Omaha.
Audrey is widely recognized as an expert in the field of patient experience and has developed a reputation of being devoted to client’s success. Audrey has been working with PRC clients since joining the organization in 1997, giving her a unique perspective on the emergence of the patient experience field and ways organizations can drive sustainable improvement. Based in Greenfield, Indiana, she has worked with hundreds of hospitals and health systems across the United States to help them measure and build customer loyalty. Through on-site educational presentations, webinars, and one-on-one consults, Audrey enjoys helping healthcare providers understand their customer experiences and finding solutions to provide consistently compassionate care to patients to achieve better outcomes. Starting as Executive Assistant to PRC’s President, she has also served as Consultant Assistant, Project Coordinator, Project Manager, and Client Relationship Manager. Audrey’s institutional knowledge of clients and of PRC itself is extraordinary. Her expertise enables Audrey to size up situations quickly and tap the right resources to provide consultation for implementing effective customer experience solutions. Audrey received formal designation as a Certified Patient Experience Professional (CPXP) from the Patient Experience Institute.
Andrea joined PRC in 2005 as a Statistical Analyst, a job that demands a constant, sharp eye for detail, exceptional quality assurance skills, and an extraordinary capacity for managing data files. Building on those skillsets, she has assumed primary responsibility for preparing and submitting XML files to QualityNet and draws upon her experience merging data files to produce a user-friendly end product. As the CAHPS Quality Manager, she has been instrumental in refining the quality assurance process for PRC’s XML file submissions. Andrea earned a Bachelor of Arts degree in Psychology from the University of Nebraska–Lincoln.
Nicole has been with PRC since 2004 in a variety of roles. Her range of responsibilities in those roles has helped her to assist clients with study design and reporting. Nicole joined PRC as an Interviewer, then worked in Interviewer Quality Assurance for eight years. Her extensive firsthand experience in interviewing has helped in the client support roles as a PRCEasyView® Support Specialist, a Project Manager and Account Manager. She truly understands the nature of telephone interviewing and knows how to facilitate that vital part of PRC’s research process to help clients improve performance. Nicole has demonstrated excellent communication and customer service skills in her client interactions as an Account Manager. She applies a strong working knowledge of PRCs principles to the topic at hand to ensure that client expectations are met. During her career at PRC, Nicole earned an Associate’s degree in Applied Arts and an Associate’s Degree in Applied Science from Metropolitan Community College in Omaha, Nebraska.
Director, Consumer & Engagement Studies
Director, Consumer & Engagement Studies
Joining PRC in 2002 with a lifelong passion for branding, Keith employs a deep-seated set of marketing and research skills to help clients obtain actionable insights that will enable them to make strategic decisions to deliver quality care in ways that elevate their brand. During his tenure at PRC, Keith has managed hundreds of complex, custom research projects for healthcare organizations throughout the United States, overseeing the sample design stages, script-writing functions, and sample generation for PRC’s computer-aided telephone interviewing system as well as electronic surveys. Through timely deliverables and engaging, informative presentations, Keith helps ensure that clients have the data they need to assess their image, interpret the findings and fulfill all their research objectives. He currently leads PRC’s Consumer & Brand division and guides custom research to enhance clients’ marketing and branding efforts. Keith earned a Bachelor of Science degree in Business Administration from the University of Nebraska–Omaha.
Julie has more than 20 years’ experience as a project manager in the market research industry. From conducting research needs assessments with clients concerning study design, methodology and sampling to coordinating project responsibilities across internal departments, Julie brings a wealth of experience in managing client projects to keep studies running smoothly, efficiently and on time. Her ultimate goal is to provide clients with the highest-quality research to help drive solid business decisions in the patient experience area. Julie earned her Bachelor of Science degree in Business Administration from the University of Nebraska – Omaha, where she majored in Marketing and minored in Psychology.
Kristy joined PRC in 1986. She began as an interviewer, worked as a coder in Qualitative Data, and now supervises all interviewing management and support staff. She oversees survey completion across all methodologies and ensures balance is maintained among PRC’s six product lines. She earned a Bachelor of Arts degree in Fine Arts from the University of Nebraska-Omaha.
Shelby started at PRC in Spring 2014 after graduating Magna Cum Laude from the University of Nebraska at Omaha with a Bachelor of Science degree in Business Administration and Management. Her position as Project Manager allows her to translate client requests and needs into action by working with and coordinating among several internal departments. By working with departments such as Survey Design, Interviewing Services, and Statistical Analysis, Shelby makes it her priority to ensure reliable, easy-to-understand and actionable data are readily available to assist PRC’s partner organizations reach their goals at every level.
Ibis began working with PRC in 2001. Her experience as a senior human resources professional and background in human capital strategies enables her to help healthcare institutions become excellent places to work and employers of choice in their communities. For more than 25 years, Ibis has served as a human resources and organization development leader with domestic and international experience in both the commercial and government sectors. Her career has focused on helping healthcare business leaders enhance employee engagement as a means to meet and exceed their organizations’ financial and strategic goals. Ibis works with leaders to interpret and communicate survey results, emphasizing the positives, and involves client organizations’ staff in the development and implementation of their departments’ action plans. Ibis is multilingual and earned a Bachelor of Science degree in Education from the University of Nebraska–Lincoln.
Malerie’s PRC career arc included stints as a Project Coordinator and Project Manager before she assumed the responsibilities of an Account Manager in 2014. In her account management role, Malerie is the focal point for clients’ relationships with PRC. To help partner organizations achieve their research and business goals, she applies her expertise of the research process across PRC’s product lines. This often means connecting clients with PRC’s internal experts in research design, government and regulatory issues, statistical analysis, and action planning to help them achieve measurable business results. Malerie also communicates research and market trends and makes clients aware of updates to PRC products and services designed to keep clients ahead of the curve. She earned a Bachelor of Arts in International/Global Studies at the University of Nebraska–Lincoln.