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4/28/2014 » 5/2/2014
Patient Experience (PX) Week

4/28/2014
The State of Patient Experience and Five Strategies for Success

5/1/2014
Perspectives on Patient Experience: A Dialogue on the Future of the Experience Movement

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Virtual Conference - Communication

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Executive Board
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The Executive Board serves as a strategic advisor to operations of The Beryl Institute. The board provides practical advice on strategy, growth opportunities and future plans, along with valuable insights into market and industry trends.#



Britt Berrett
President
Texas Health
Presbyterian Hospital Dallas


Devin Carty
Chief Talent &
Experience Officer
Cancer Treatment Centers of America


Tiffany Christensen
CEO
Sick Girl Speaks, Inc.


Wendy Leebov
Partner
Language of Caring


David Medvedeff
CEO
VUCAHealth


Victoria Niederhauser
Dean
University of Tennessee, Knoxville
College of Nursing


Carol Santalucia
Vice President
CHAMPS Patient Experience



Colleen Sweeney
Founder
Sweeney Healthcare Enterprises



Paul Westbrook
Vice President, Patient Experience
Inova Health System




Britt Berrett, Ph.D., FACHE
President, Texas Health Presbyterian Hospital Dallas

Berrett serves as president of Texas Health Presbyterian Hospital Dallas, an 898-bed hospital. In addition to his role as president of the Dallas hospital, Berrett also serves at the system level as an executive vice president of Texas Health Resources. He oversees strategic planning and operations for Texas Health Dallas, guiding the hospital in its mission to improve the health of the people in the community it serves.

While on a two-year mission in Peru, Berrett developed a great appreciation for the role that healthcare providers can play in improving the quality of life for an entire community. It is his concern for the quality of life in the community that makes him a passionate advocate for excellence in healthcare and a perfect fit for Texas Health Dallas.

Prior to joining Texas Health Dallas, Berrett served as president and chief executive officer of Medical City, a 677-bed hospital, since April 2000. He received his bachelor's degree in finance from Brigham Young University and his master's degree in hospital administration from Washington University School of Medicine in St. Louis. Berrett also received his PhD in Public Administration from the University of Texas at Dallas.

 

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Devin Carty
Chief Talent and Experience Officer, Cancer Treatment Centers of America

Carty is currently the Chief Talent and Experience Officer for Cancer Treatment Centers of America. Prior to joining Cancer Treatment Centers of America, Carty served as the Vice President of Culture, Chief Experience Officer and Chief Marketing Officer for Tenet Healthcare Corporation (formally Vanguard Health Systems). He was part of the leadership team that took Vanguard Health System from 15 hospitals, 18,000 employees and $2.8 billion in revenue, to 30 hospitals, 45,000 employees and $6.5 billion in revenue. He was also part of the leadership team that merged Vanguard Health Systems with Tenet Healthcare Corporation to create the second largest health care system with 89 hospitals, over 100,000 employees and over $15 billion in revenue. His responsibilities included overseeing the strategy and execution of three offices including, Culture & Talent Development, Customer Acquisition & Patient Experience, and Organic Growth through Brand Management, Marketing (B2B and B2C) & Sales.Carty holds multiple leadership roles with Vanguard Health Systems.

Prior to joining Vanguard Health Systems, Carty was a partner with Gallup Consulting, where he led the health care consulting for the Midwest, Texas, and Pacific Northwest divisions.Carty graduated top of his class in three years from Benedictine University, with duel bachelor degrees in biology and biochemistry. He has an MBA in Global Executive Leadership from the University of Nebraska. He is also certified in Lean Process Improvement from Toyota University, Information Technology from SUNY-Binghamton School of Management, and as a Strengths Coach from Gallup University.



Tiffany Christensen
CEO, Sick Girl Speaks, Inc.

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.

She 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.

Christensen travels throughout the United States teaching healthcare students, healthcare professionals, and community members about patient safety, advocacy, and end of life. She uses her conservatory theater training as a foundation for her fresh, interactive and dynamic approach to her presentations on the patient perspective.

Christensen represents Project Compassion by traveling throughout North Carolina teaching community members, healthcare students and healthcare professionals about advocacy, advance care planning and organ/eye/tissue donation. As a part of this initiative, Christensen has designed, developed and launched her own Train the Trainer curriculum, "Finding Your Voice in the Healthcare Maze.”

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Wendy Leebov
Partner, Language of Caring

A passionate advocate for creating healing experiences for patients, families, and the entire healthcare team, Leebov and her team from Leebov Golde & Associates partner with healthcare organizations to create and sustain healing experiences and positive outcomes through powerfully effective, caring communication.

Leebov has written more than 12 books, including several healthcare bestsellers, most recently including: Wendy Leebov’s Essentials for Great Patient Experiences, 2008; Wendy Leebov’s Essentials for Great Personal Leadership, 2008; For Physician Entrepreneurs: The Quality Patient Experience; 2008. Leebov received her B.A. in Sociology/ Anthropology from Oberlin College as well as a doctorate in human development from the Harvard Graduate School of Education.

Before starting her own consulting firm more than 10 years ago, Leebov spent 20 years with Albert Einstein Healthcare Network in Philadelphia where she served as Corporate VP, Human Resources and Organization Development and also founder and president of the Einstein Consulting Group, nationally respected for helping 400+ healthcare organizations achieve service excellence.



David Medvedeff
CEO, VUCAHealth.

Medvedeff has committed his entire career to the triple aim of advancing healthcare quality, enhancing the medication use process and empowering patients to take a more active role in their health and wellness. He most recently served as the CEO of Avatar International, where he worked to give patients a voice in the optimization of the care experience – a meaningful component of healthcare reform. His leadership and focus on organizational culture was instrumental in attracting top talent to Avatar and ultimately delivering remarkable corporate results.

He has chaired several national workgroups including the National Changing Diabetes Program HIT group, The Pharmacy Quality Alliance’s Diabetes and Medication Reconciliation Workgroups and the Florida Behavioral Health Collaborative. His accomplishments have been recognized with numerous professional accolades and he is most humbled by becoming the first two-time winner of the American Pharmacists Association’s Pinnacle Award. Medvedeff also volunteers his time serving on the Board of Directors of the Florida Health Choice Corporation.

Medvedeff attended the University of Florida where he studied organic chemistry and ultimately received his Doctor of Pharmacy and Master of Business Administration degrees.

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Victoria Niederhauser
Dean and Professor, University of Tennessee, Knoxville College of Nursing


Dr. Niederhauser is currently Dean and Professor at the University of Tennessee, Knoxville College of Nursing. Prior to her current position, Dr. Niederhauser has held various leadership roles at the University of Hawaii at Manoa, School of Nursing & Dental Hygiene (SONDH) including Associate Professor and Associate Dean for Academic Affairs, and Department Chair. She has also held academic appointments at George Mason University and George Washington Universality.

She has received numerous research grants to study parental barriers to childhood immunizations and has published extensively in this area. She developed and tested the "Searching for Hardship and Obstacles to Shots” (SHOTS) survey to identify parental barriers to childhood immunizations (www.shotsurvey.org). Dr. Niederhauser published the book "Core Review for Pediatric Primary Care Nurse Practitioners” in 2007 and has authored over 35 articles and book chapters on child health and educational issues.

Dr. Niederhauser is a board certified Pediatric Nurse Practitioner. In 2006, she received the American Academy of Nurse Practitioners State Award for Excellence and in 2011 she received the Research Award from Sigma Theta Tau, Gammi Psi Chapter. Dr. Niederhauser is a Robert Wood Johnson Executive Nurse Fellow, completing the 3 year fellowship program for nurses in executive leadership roles in 2011.

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Carol Santalucia
Vice President, CHAMPS Patient Experience

Santalucia is a seasoned healthcare leader with a passion and commitment to enhancing the patient experience. She and her team partner with organizations to create an optimal patient experience through a strategic approach that includes leadership commitment and development, staff engagement, patient and family involvement, process improvement and sustainability strategies.

Before starting her own consulting firm, Santalucia spent 28 years at Cleveland Clinic in various service excellence and leadership roles, where she played a pivotal role in the design, creation and implementation of Cleveland Clinic’s service recovery model Respond with H.E.A.R.T., and the development of their patient navigation program and Service Excellence and Patient Advocacy departments.

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Colleen Sweeney
Founder and Owner, Sweeney Healthcare Enterprises

After completion of a 3 1/2 year study known as The Patient Empathy Project, Sweeney founded Sweeney Healthcare Enterprises, an organization that spreads the message that 96% of all persons have some fear about hospitals, healthcare and doctors. She is a speaker, facilitator and motivator who shares her research in an effort to change minds and behaviors of caregivers, thus changing outcomes for both patients and organizations.

As a member of the National Speakers Association, Sweeney is on a mission to transform healthcare - one caregiver at a time. Although she holds a degree in nursing, business, a masters certificate in project management, and is a certified facilitator with the Tom Peters Company, she still attributes most of her success to an earlier career in improvisational comedy, which taught her to build enthusiasm, think differently about the work she does and pull audiences into the power of possibility within themselves. Sweeney previously served as the Director of Ambassador and Customer Services at Memorial Hospital in South Bend, Ind.



Paul Westbrook
Vice President, Patient Experience, Inova Health System

Paul Westbrook joined Inova Health System in 2012 as Vice President of Patient Experience. Paul is responsible for the creation, implementation, and deployment of processes and systems to deliver uncompromising patient experiences - every time, every touch throughout Inova’s 5 hospitals and over 30 outpatient facilities in Northern Virginia.

Prior to joining Inova, Paul began his service delivery consulting company, Westbrook Consulting, LLC, with the mission of transferring his 35 years of hospitality service in branding, strategic deployment, and operations to other service industries, to give back to his community and make a meaningful difference in peoples’ lives.

Paul’s previous career with The Ritz-Carlton and Marriott International spanned more than 26 years. He served as Senior Vice President of Brand Management, Luxury Segment, for the Marriott International, Inc., where he was responsible for developing and executing the multi‑year brand strategy for The Ritz-Carlton. Previously, he was Senior Vice President of Ritz-Carlton’s Product and Brand Management, where he deployed brand strategy across more than 70 hotels globally, in areas including Rooms, Food and Beverage, Culinary, Spa, Retail, and Guest Recognition operations.

Paul received degrees in Hotel Management from Ecole Hoteliere de Lausanne in Lausanne, Switzerland, and Paul Smith’s College in upstate New York. He has been an active member for many years of the Conference Board for Brand Managers and serves on the Board of Overseers with the Malcolm Baldrige National Quality Awards.

 

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