James Merlino, MD
Chief Experience Officer · Cleveland Clinic
Under Dr. Merlino’s leadership, Cleveland Clinic is driving not only patient satisfaction, but also safety, quality and value
Patient Experience
Kristin Baird
CEO · Baird Group
Healthcare's customer service guru who ignites passion for the patient experience.
Patient Experience Customer Service in Healthcare Leadership and the Patient Experience Hcahps
Catherine S. Fernald, DNP, RN, RNC-OB, NEA-BC, FACHE
Acute Care Chief Nursing Officer-Newark Campus · ChristianaCare
Catherine Shull Fernald is the chief nursing officer of Acute Care at ChristianaCare.
Nursing Administration Leadership Development Quality Improvement Multi-Disciplinary Team Building Innovation for Workplace Workflows
Pam Szczerba, PT, MPT, CPHQ
Director, Quality & Risk Management · ChristianaCare
Pamela Szczerba, PT, MPT, COS-c is Director of Quality and Risk for the Visiting Nurse Association.
Quality Outcomes Risk Management Accreditation and Survey Prep (Home Health) Patient Experience Staff Engagement
Kelly Hancock, MSN, RN, NE-BC
Executive Chief Nursing Officer, CCHS and Chief Nursing Officer, Main Campus · Cleveland Clinic
20-year veteran in healthcare and prominent nursing leader at a Magnet Status hospital
Transformational Leadership Servant Leadership Magnet and the Impact On Workforce Nursing Recruitment and Retention Nursing Quality
Joseph Patrnchak, MS
Chief Human Resources Officer · Cleveland Clinic
Under his leadership, Cleveland Clinic has continued to drive patient satisfaction by emphasizing employee engagement
Employee Engagement Service Culture Employee Health Plan and Wellness Organizational Language as A Lever to Build Caregiver Culture Serving Leadership
Christian Coletti, M.D., MHCDS, FACEP, FACP
Clinical Effectiveness Officer of Ambulatory Care · ChristianaCare
Dr. Christian Coletti is the ambulatory clinical effectiveness officer at ChristianaCare.
Internal Medicine Cardiac Telemetry Sepsis
Sheryl F. Kline
Professor, Hospitality · University of Delaware
Prof. Kline's research focuses on organizational behavior and training in the hospitality, meeting and event industry.
Economics Organizational Behavior Hospitality Sport Business Management Hospitality Management
Lisa Platt
Assistant Professor · University of Florida
Lisa Platt’s research focuses on using artificial intelligence and dynamic modeling to evaluate designs that reduce risks to human health.
Systems Design for Public Health Prevention Through Design Human Factors Safety Climate Change Interior Design
Sridhar Tayur
University Professor · Carnegie Mellon University
Sridhar Tayur's research interests involve quantum computing, health care operations and supply chain management
Quantum Computing Healthcare Operations Supply Chain Management
Susan A. Leys M.Ed.
Clinical Navigator - Patient Experience · University Healthcare: Jefferson Medical Center
Healthcare Consulting, Coaching and Debriefing at http://www.MDRN.Consulting
Healthcare Hospitals Stress and Stress Management Communicating Effectively Team Building & Leadership
Carolyn Thomas
Speaker, Blogger · Heart Sisters
Carolyn Thomas is an expert on women, heart disease, and the patient experience.
Women's Health Public Speaking Media Relations Patient Advocacy Patient Safety
Gilbert-Jamison Theo
Chief Executive Officer · Performance Solutions by Design, Inc.
Author, Keynote Speaker, Customer Experience Expert, CEO & Founder of Performance Solutions by Design, Inc.
Service Excellence Leadership Accountability Customer Experience Patient Experience
James Young, MD
Executive Dean, Cleveland Clinic Lerner College of Medicine of Case Western Reserve University; Chairman, Endocrinology & Metabolism Institute · Cleveland Clinic
Expert in Cleveland Clinic institute structure, model of care and medical student education
Institutes and the Model of Organizational Care The Evolution of Academic Medical Centers Modern American Medical School
Amy Feirn
Principal, Deloitte Consulting LLP · Deloitte Services LLP
Diagnosing the issues and prescribing improvements to your health care facility is the specialty of Deloitte LLP's health systems analyst
Health Care Services Management Improving Patient Experiences in Health Care Facilities Revenue Cycle Assessment Healthcare Financial Management Enterprise Cost Management
Carolyn Haines
Director, Nurse Managed Primary Care Center · University of Delaware
Haines’ interest areas include chronic care management of diabetes, hypertension, hyperlipidemia and women’s health
Chronic Care Management Acute Care Management Women’s Health Hypertension Hyperlipidemia
Carolyn Snider
Emergency Physician at Winnipeg Health Sciences Centre & Medical Director · Emergency Department Violence Intervention Program
An academic emergency medicine physician dedicated to advocating for people affected by violence
Trauma Care Youth Violence Intimate Partner Violence Emergency Medicine
Himani Divatia, DO, FACP, FAAP
Medical Director of Patient Experience · ChristianaCare
Dr. Himani Divatia is the medical director of Patient Experience at ChristianaCare.
Hospital Medicine Internal Medicine Pediatrics
Paige Merring, MSN, RN, CCRN
Nursing Excellence Manager · ChristianaCare
Paige Merring, MSN, RN, CCRN, NEA-BC, is the Nursing Excellence Manager at ChristianaCare.
Nursing Leadership Professional Governance Magnet
Jennifer Johannesen
Author, speaker, blogger · Patient Advocate
My talks are frank and unsentimental, yet lighthearted and engaging. No lecturing! Authentic patient experience illuminated through stories.
Disability Advocacy Ethics Parenting Children With Special Needs Patient Advocacy