Joan Osoro-Mbui is the Chief Sustainability and Operations Officer at MP Shah Hospital, bringing expertise in health systems management. Her background reflects a strong focus on continuous improvement and developing customer-driven products.During her tenure at The Nairobi Hospital, Joan progressed through various roles, demonstrating versatile expertise across clinical administration and service development. As Inpatient Services Coordinator, she served as a principal assistant to the Director of Medical Services and Research. Her responsibilities included developing new service lines by facilitating the opening of specialty clinics, coordinating the introduction of surgical navigation services, and facilitating the reintroduction of cochlear implant surgery. Joan also steered the Hospital risk management committee, ensuring an appropriate framework for evaluation and monitoring of risk, including setting up the framework for COVID 19 response. She coordinated Hospital CMEs, mortality and morbidity conferences, symposia, and workshops. Joan also provided clinical administrative leadership in hospital construction and procurement, and coordinated clinical governance processes to ensure patient safety through process improvement reviews and root cause analyses. She also focused on head-hunting unique clinical talent and growing the same, coordinating access programs for needy patients, and ensuring excellent stakeholder experience through collaboration with the Ministry of Health, Kenya Medical Practitioners and Dentists Council, NACOSTI, payers and insurance companies and corporates, patients and families. She also coordinated alternative dispute resolution in negotiation bad debts and patient dissatisfaction.Prior to this, Joan served as Assistant Medical Director and Accident & Emergency Coordinator, and earlier as Assistant Accident and Emergency Coordinator. Her work history includes roles as Occupational Health & Safety Officer and Casualty Medical Officer, providing emergency and critical care to patients. As a Medical Officer, she oriented new medical officers, gave health talks to corporate clients, conducted CME sessions, and carried out research. Joan also championed ISO 9001 for A&E, leading to the institution's certification.