Diane Wilbanks

Diane Wilbanks
Patient Experience Coach

Diane Wilbanks is a Patient Experience Coach for BLG, a HealthStream® Company, bringing over 30 years of clinical, operational and executive level health care experience to the practice. She joined the practice in 2009 following her tenure as VP of Patient Care Services and Chief Nursing Officer for Baptist Hospital, a role she served in from 2000-2009 and held through Baptist’s Baldrige process (site visits to final award in 2003). She has spent her entire career at Baptist Health Care, beginning as a front line nurse in 1981.

Diane was a key leader during the cultural transformation at Baptist Health Care that began in the mid-1990s. She was the designated senior leader responsible for all of Baptist Hospital’s service teams, including through the Baldrige process. Her work, along with that of the BHC team, has been nationally recognized for setting the industry standard for patient satisfaction and service excellence in healthcare.

Diane uses the knowledge, skills and experience that she gained throughout her leadership of the Baptist Journey to help partner hospitals and health systems achieve performance and service excellence. She has special expertise and passion for her colleagues in nursing - from leaders to front line staff, and effectively engages them in cultural transformation through accountability and measurement best practices that drive outcomes. She has a proven track record of delivering double digit increases in patient satisfaction, HCAHPS performance and employee engagement that significantly impacts the bottom line for her partners.

Diane obtained her Associate Degree in Science from Pensacola State College, in Pensacola, FL, and her Bachelor of Science degree from the University of Mobile, Mobile, AL.