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Healthcare Management
and Advisory 

Patient Experience Transformation
Leadership and Team Development

Ambulatory Practice Strategy

Contact Center Management

Process Improvement and System Design




Marlene Sidon, FACHE

Marlene Sidon is the Principal of Service Quality Solutions LLC. She started her career as a Registered Respiratory Therapist. Marlene is an experienced healthcare leader, with over 30 years of experience in the hospital, ambulatory, and home care settings. She is board certified in healthcare management as a Fellow of the American College of Healthcare Executives, a Certified Patient Experience Professional, and a Lean Six Sigma Black Belt.  Marlene has a passion for improving the patient, provider, and team experiences which impact overall healing, wellness, and workplace joy. She understands the clinical and leadership perspectives, which includes the voice and needs of the customer as vital to the improvement processes.

Experience that delivers results:

For a national managed care health system, established and implemented the Georgia strategy to transform the organization’s performance and culture to one of service excellence.   This initiative included staff selection, education, training, measurement, and recognition.

Ninety day transformation of a low performing team to a team with top performing patient experience scores. 

For one of the largest academic health systems in the southeast, led an Innovative Patient Centered System Design that improved the care and patient experience.

Expanded ambulatory centralized scheduling and implemented nurse triage and patient safety enhancements for one of the largest private health systems in the southeast. 


 Services Offered




  • Insights on candidate selection, fit, performance

  • Candidate interviews

  • Interim leadership

  • Program Management

  • Performance improvement 


Assessment and Advisory

  • Patient Experience strategy design, development, and assessments

  • Patient and Family Advisor Participation

  • Provider and Employee engagement and wellness

  • Workflow assessments and barrier identification

  • Process improvement

  • Customer experience observations

Training and Development

  • Team development, coaching, and mentorship

  • Individual and team training

  • Facilitation

  • Leadership speaking and training



I look forward to hearing from you...  

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