Featured Speakers

Carol Santalucia | Cleveland Clinic

Carol Santalucia
Director, Business Development
Topics Covered: Patient Experience, Service Training, Culture Transformation

Bio
Carol Santalucia is a seasoned healthcare leader with a passion for and commitment to enhancing the patient experience. During a 28-year career at Cleveland Clinic, Carol held various service excellence and leadership roles including developing the Service Excellence Department. She is responsible for creating Communicate with H.E.A.R.T. ®, a renowned customer service program successfully and continually utilized by the Cleveland Clinic as well as being licensed to healthcare and business entities throughout the world.

In 2011, Carol began her own consulting practice, Santalucia Group, LLC, where she and her team worked to improve the experience for patients, families and employees at over 40 organizations throughout the United States. Carol returned to Cleveland Clinic in 2016 where she now serves as Director of Business Development in the Office of Patient Experience.

Carol received an MBA in Healthcare Administration from Cleveland State University and a BS in Psychology from Denison University. She is a past President of the Society for Healthcare Consumer Advocacy and the Ohio Society for Healthcare Consumer Advocacy. Carol is a Board Member of the American College of Healthcare Executives of Northern Ohio and serves on the Executive Board of The Beryl Institute. She is also the President and Founder of The Carmella Rose Health Foundation, a nonprofit organization dedicated to helping people navigate the healthcare system.

Julie Rish, PhD

Julie Rish, PhD
Clinical Psychologist and Director of Best Practice
Topics Covered: Patient Experience, Research

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Susannah Rose, PhD

Susannah Rose, PhD
Associate Chief Experienc Officer
Professional Staff
Topics Covered: Patient Centered Research

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Marianne Sumego, MD

Marianne Sumego, MD
Medical Director, Shared Medical Appointments Program
Topics Covered: Shared Medical Appointments

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Amy Windover, PhD

Amy Windover, PhD
Director, Center for Excellence in Healthcare Communication
Topics Covered: Relationship-Centered Communication

Patient Experience, Clinician Communication