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Patient Experience Advisory Board
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Advisory Board members provide insights and input on the direction of the Institute and review the Institute's current resources, offering suggestions on new opportunities and areas of focus. The purpose of this group is to ensure the Institute maintains its focus on the topics of greatest importance to healthcare leaders and has a finger on the pulse of the critical issues influencing patient experience efforts.


Tena Alonzo

Director of Education and Research, Beatitudes Campus
Phoenix, AZ

Kate Clarke

Manager, Patient Relations/Interpreter Services, Northwestern Medicine
Winfield, IL

Tria Deibert

Director of Marketing, Meridian Health
Red Bank, NJ

Nicole L. Bailey

Director, Patient Experience, ChenMed
Laurel, MD

Paul Clarke

Patient Experience Manager, NCH Healthcare System
Naples, FL

Doug Della Pietra, M.Div., CPXP

Director, Patient Experience & Volunteer Services, Rochester General Hospital
Rochester, NY

Dr. Larry L. Brown

Associate Chief of Staff for Primary Care, Department of Veterans Affairs, Nebraska-Western Iowa Healthcare System
Omaha, NE

Tiffani Darling

Program Director, Patient Engagement, Central Region, Northwestern Memorial Healthcare
Chicago, IL

Mary Ann Dragon

Director, Patient & Family Services, MacDonald Women's/Rainbow Babies & Children's Hospitals, University Hospitals
Cleveland, OH

Sven Gierlinger

Chief Experience Officer, Northwell Health
New Hyde Park, NY

Jamie Markel

Director Patient Experience, Memorial Hospital
York, PA

Patrick Ratchford

Vice President, Patient Experience, Carolinas HealthCare System
Charlotte, NC

Shawn R. Smith

Vice President, Patient Experience, Christiana Care Health System
Wilmington, DE

Susan Haufe

Executive Director, Patient Experience, Yale-New Haven Hospital
New Haven, CT

CJ Merrill

Chief Patient Experience Officer, Mission Health System
Asheville, NC

Sandy Rush

Director - Patient and Family Experience, Dignity Health
Henderson, NV

Juan Luna, CPXP

Director, Patient Experience and Volunteer Services, Medical Center Arlington
Arlington, TX

Kim Pedersen

Administrative Director, Patient Relations, MarianJoy Rehabilitation Center
Wheaton, IL

Michelle Serrato

Manager, Service Excellence, Clovis Community Medical Center
Clovis, CA

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