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April 25-27, 2012
The Worthington Renaissance Hotel
Fort Worth, Texas
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Keynote Speakers
We are excited to introduce our Conference 2012 Keynote line-up. Through our keynotes and broad cross-section of conference breakout sessions, The Beryl Institute Patient Experience Conference provides the most comprehensive learning opportunity for leaders and practitioners committed to improving the patient experience.
Tiffany Christensen
Beyond the Bedside: A Patient Perspective on Transforming the Healthcare Experience through Partnership |
Fred Lee
Going from Good to Great in Patient Perceptions |
 Tiffany Christensen was born with cystic fibrosis and has received two life-saving double lung transplants. Today she is a national public speaker, the author of Sick Girl Speaks and We are the Change: Transforming the Healthcare Experience through Partnership. Tiffany is the Senior Co-Chair of Duke Healthcare’s Patient Advocacy Council, a Respecting Choices Instructor/ Facilitator, and the first patient to ever be certified as a TeamSTEPPS Master Trainer. Tiffany travels throughout the United States teaching healthcare students, healthcare professionals, and community members about patient safety, advocacy, and end of life. Tiffany uses her conservatory theater training as a foundation for her fresh, interactive and dynamic approach to her presentations on the patient perspective. |
 Fred Lee has the enviable distinction of having been both a senior vice president of a major medical center and a cast member at Disney University. Using an insider’s experience and a keen eye for cultural comparisons, he authored If Disney Ran Your Hospital: 9 ½ Things You Would Do Differently, which was awarded the 2005 Book of the Year form the American College of Healthcare Executives. Since then, it has become the all-time best selling book on hospital leadership, and is available in four languages. Mr. Lee started his healthcare career as Director and then Vice President of Marketing and Development at Shawnee Mission Medical center near Kansas City. Then he joined Florida Hospital in Orlando. In the 1990’s he became a trained Baldrige examiner and a consultant in Total Quality Management, instructing hospital facilitators in the Deming PDCA process improvement cycle.
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Wendy Leebov, Ed.D.
How to Achieve a Win-Win-Win:
The Patient-Physician Dialogue and CAHPS |
Al Stubblefield
Creating and Sustaining a Culture of Patient-Centered Excellence |
 Wendy has been a passionate advocate for the exceptional patient and family experience for more than 30 years. Through Leebov, Golde & Associates, Wendy provides high-impact consulting services, training and tools that enhance the patient and employee experience. Wendy received her B.A. in Sociology/Anthropology from Oberlin College and her master’s and doctorate from the Harvard Graduate School of Education. A communication fanatic, Wendy has written twelve books for health care and produced the powerful, video-based Language of Caring Skill-Building System for health care. Wendy also issues a free, monthly, tool-packed e-newsletter HeartBeat on the Quality Patient Experience. |
 Al Stubblefield is president and CEO, Baptist Health Care Corporation and the author of The Baptist Health Care Journey to Excellence: Creating a Culture that WOWs! In his current position since 1999, Mr. Stubblefield has been with the system since 1985. Before joining Baptist Hospital, he worked in hospitals in Mississippi and Tennessee. Mr. Stubblefield has served multiple roles for the American Hospital Association, including being a member of the Board of Directors and Executive Committee, Chairman of the Operations Committee and Chairman of the Regional Policy Board 4. He also serves on the Board and Executive Committee of VHA Southeast, the Hospital Research and Educational Trust, the CEO Advisory Board of the Governance Institute, and the Institute of Healthcare Executives and Suppliers. |
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Colleen Sweeney, RN, BS
The Patient Empathy Project - What Patients Fear and Why Hospitals Have to Know |
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Colleen Sweeney is currently the founder of Sweeney Healthcare Enterprises. As a nurse and former Director of Innovation, Ambassador and Customer Services at Memorial Hospital of South Bend, Colleen conducted a three year project titled, The Patient Empathy Project. In her work she has identified the top 11 patient fears and how addressing those fears can be the key to patient compliance and loyalty. Knowing that 96% of all patients have serious concerns or fears about their hospitalization that need to be addressed can be transformational for both the patient and the culture of an organization. Prepare to be changed. |
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