Care Experience Lab helps healthcare organizations transform complex patient, caregiver, staff, and leadership communication into clear, human experiences — grounded in health literacy principles, patient experience expertise, healthcare operations knowledge, nursing leadership, and responsible AI.
Why we exist
Healthcare information is often accurate — and still difficult to understand. That gap creates confusion, erodes trust, and shows up in avoidable phone calls, missed steps, and a patient experience that doesn’t reflect the quality of the care behind it. We help leaders close that gap.
Cheri Clancy, MSN, MS, RN, NEA-BC, CPXP
Founder of Care Experience Lab, Cheri Clancy is a nurse executive, certified patient experience professional, author, and speaker with more than 30 years in healthcare leadership. She has served as Assistant Vice President of Patient Experience for a three-hospital health system and as a professor of leadership at Rutgers University, and she is the author of Critical Conversations in Healthcare, published with Sigma Theta Tau, the International Honor Society of Nursing.
Her work brings together clinical expertise, health literacy science, and responsible AI to help healthcare organizations communicate in ways people can understand, trust, and act on.
What we believe
- Clear communication is a clinical and operational responsibility — not an afterthought.
- Patients and families deserve information designed around how they actually read and decide.
- AI should support and accelerate human expertise, never replace clinical judgment.
- Better understanding leads to better experiences — and better outcomes.
Work with us
The best place to start is a Communication Clarity Audit — a focused review of your most important materials, with prioritized, evidence-based recommendations you can act on right away.
