Meet a Member: Jennifer Gonzales, BSN, RN, CPHQ, HACP
Meet a Member
Jennifer Gonzales, BSN, RN, CPHQ, HACP
Current title and organization:
Senior Specialist, Safety Quality Patient Experience (SQPE), Cleveland Clinic Akron General
City:
Akron, OH
LinkedIn:
What brought you into healthcare quality and/or performance improvement?
I am a registered nurse by training and was looking to make a change. I was always interested and intrigued by quality improvement, how systems and processes can make care safer and better for patients. Moving into SQPE allowed me to pair clinical insight with improvement science. An opportunity presented itself in 2019 and I have never looked back.
What’s one experience that shaped your approach to quality?
Studying for the CPHQ was humbling and energizing. Even after five years in Quality, I realized how much I didn’t know because my role had been focused on a narrow slice. In my current position, I’m exposed to more—and I’ve learned you must actively seek opportunities to grow.
What’s the best professional advice you’ve received?
Never stop learning. Keep looking for ways to grow—personally and as a leader.
Current Work and Focus Areas
- Patient safety / harm reduction - I participate in RCAs and help to ensure we truly get to the root cause (e.g., applying the 5-Whys with discipline).
- Regulatory / accreditation - I am always on standby when we have a survey. I am usually the quality professional who speaks with the surveyor about FPPE/OPPE in the med staff session. We recently had our stroke survey and we are anticipating TJC in spring of 2026.
- Data & analytics / dashboards - I am regularly building and reviewing dashboards across topics.
- Process improvement / Lean / Six Sigma - I am advancing in my Lean knowledge, I would like to understand Lean more and maybe look to certification when I complete my MHA this Spring 2026.
- Patient experience - We have a dedicated patient experience professional but I enjoy working collaboratively with our PE colleague to understand drivers and improve scores.
- Population health - Our community has significant needs; I love that we host an on-site food pantry and are near a food bank—small, practical steps matter.
What problem were/are you trying to solve?
Several years ago we saw a need to reduce our Patient Safety Indicators (PSIs) observed to expected (O:E) ratio. I’ve helped dig into root causes and coordinate multidisciplinary actions with Coding, clinical documentation improvement (CDI), and physicians to improve documentation and care processes. It’s been a three plus year journey that taught me how this work scales to similar problems—and that “slow and steady” progress is still progress.
What changed/is expected to change as a result? (even small wins count)
While the O:E trend is not yet where we want it, overturning individual PSIs has grown and the team’s weekly cadence has strengthened alignment. Those small wins—and the shared learning—keep us moving forward.
What’s one tool, template, workflow, or habit that makes your work easier?
Paper + pen. I keep a paper calendar, set daily/weekly goals, and the act of crossing items off keeps me focused and satisfied.
What’s a lesson learned the hard way that you’d share with others?
I’m naturally introverted, but my role asks for extroversion—speaking up and speaking confidently. Past experiences with burnout taught me to prioritize self care. I love my job and want to keep loving it; tending to my well-being is non-negotiable.
What’s one quality or safety trend you’re watching right now?
Readmissions— I am partnering with nursing leadership, care management, physician group, and continuous improvement to drive reductions. In 2026, I’ll be deepening work on CLABSI and HAPI (rounding, analyses, and intensive reviews).
What certifications, training, or learning experiences have helped you most? (CPHQ or others)
Studying for my CPHQ, even though it was the opposite of fun, taught me a lot and made me want to understand things more. I chose my current education route because it closely matches with what I am already doing. I feel that I am more successful in school because I am living what I am learning.
What’s a skill you’re currently building (or want to build)?
I am daily striving and learning how to be a better leader.
If you could give your “new-to-quality” self one tip, what would it be?
Never stop learning. You’re never too old. Give yourself more credit, you’re doing great.
Are you open to members reaching out to connect?
Yes (complete this form to be connected to Jennifer)
Are you interested in mentoring / being mentored?
Yes to both
Outside of work, what do you enjoy doing?
I am involved in international medical missions work. In 2010, I participated in relief work in Haiti after 2 earthquakes caused major destruction. It was difficult to see and do but it made me realize that if I could make a difference in just one life, it was worth it. Several years later now, I am the Clinic Director for a yearly medical mission to the Dominican Republic where we set up mobile medical clinics in remote villages. It has been a life changing experience for myself and my family of five, who have all participated multiple years.
I love spending time with my family; husband Aaron, and 3 children: Angelina, Jaden, and Gabriel.
I am also a mediocre amateur photographer. Although school has put a damper on my free time, I still enjoy dusting off my camera from time to time. I have photographed weddings, families, newborn babies, and high school senior pictures (saved lots of money on all 3 of my children’s pictures).
I also enjoy going to the gym and over the last several years, I have focused on myself to eat healthier and move daily, especially because my job is mostly sedentary.
A “fun fact” about you:
I am completely obsessed with my cat Rico. My daughter Angelina surprised me with him for Mother’s day in 2023. I never liked cats and I have become that cat person I never knew was possible. In addition, I am no longer very allergic.
If you had a free weekend to go anywhere in Ohio, where would you go and what would you do?
I love musicals so I would have to say, go to Cleveland, and see a musical at Playhouse Square.
Comments
Post a Comment