Our members represent the strength of The Beryl Institute.
We recognize that none of the work we do would be possible without the contributions and commitments of our members. Each month we highlight one member to help you get to know other faces in the patient experience community. 

Latest Member Spotlight

Cathy Fiordalisi Smith
Manager, Service Excellence
CML HealthCare Inc.
Mississauga, Ontario

Working in a newly developed role, Cathy is tasked with bringing a focused and disciplined strategy to maintaining and increasing the level of excellent customer service in all of CML HealthCare Inc.'s locations. Her role involves developing overall organizational standards, procedures, policies and systems for both internal and external customers. She leads the development and delivery of programs to create and sustain a client centric culture and works to bring CML's customer service vision to key stakeholders.

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Past Member Spotlights

Deanna Frings Director, Education and Professional Development The Beryl Institute Maria Kulma Vice President Patient Services East Texas Medical Center Tyler, Texas Barbara Lewis Founder Joan’s Family Bill of Rights Los Angeles, California Susan Warwick Director of Volunteer Services and Guest Relations Faxton St. Luke's Healthcare Utica, New York Danny van Leeuwen Independent Consultant Health-Hats Arlington, Massachusetts Joy Burch Patient Experience Officer Aultman Hospital Canton, Ohio Jim Kirkbride Director of Support Services - Redmond/Prineville Campuses St. Charles Healthcare System Bend, Oregon Jerry Plows Relationship-Based Care Coordinator and Assistant Director of Volunteer Services and Guest Relations Faxton St. Luke’s Healthcare Utica, New York Cynthia Hogan Patient Experience Manager Tenet Healthcare Dallas, Texas Annette Ridenour President Aesthetics, Inc. San Diego, California Nancy Jo Henkes Director of Customer Lakewood Health System Staples, Minnesota Bernadette Brady Centered Care ACT Health Directorate Canberra, Australian Capital Territory Josh Shapiro Medical Student Rush University Medical Center Chicago, Illinois Katie Owens Practice Leader Baptist Health Care Leadership Group Pensacola, Florida Rick Schilling Director of Facility Management Memorial Hospital Belleville, Illinois Harita Reddy Executive Master's Student, UCLA Area of Focus: Health Care Administration Tony Padilla Director, Patient Affairs UCLA Health System Los Angeles, California Nia Lendaris Regional Vice President of Patient Care St. Helena Hospital St. Helena, California Rosemary Eldousoky Subject Matter Expert – Registration, Referrals & Scheduling Sidra Research & Medical Center Doha, Qatar Suzette Partridge, MBA Patient/Visitor Experience Director Anderson Regional Medical Center Meridian, Mississippi Jaime Markel Director Organizational Development and Corporate Service Officer WellSpan Health York, Pennsylvania Debbie Thomas Senior Director, Patient and Resident Experience Sodexo Health Care Division Nashville, Tennessee Anne Hooper Director, Service Excellence Inova Health System Falls Church, Virginia Sheila A. Brune Director of Service Excellence CGH Medical Center Sterling, Illinois Sally DeAngelis Service Culture Manager Lowell General Hospital Lowell, Massachusetts Juan Luna Guest Services Coordinator Medical Center of Arlington Arlington, Texas