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Perspectives on Patient Experience
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Perspectives on Patient Experience: A Dialogue on the Future of the Experience Movement

Join four of the leading professionals addressing patient experience today in an interactive discussion on the current realities facing the patient experience movement. Learn their perspectives on the top opportunities we have for addressing patient experience improvement and excellence and engage in an active, facilitated dialogue on their views of the future of the movement. Panelists will answer participant questions and address inquiries submitted from the broader global patient experience community. This discussion will set the leading edge of the patient experience conversation. Facilitated by Jason A.Wolf, Ph.D., President of The Beryl Institute

> Listen to the replay
> Download the handouts

Panelists Include:

Wendy Leebov
Partner, Language of Caring

Wendy is a passionate advocate for creating healing experiences for patients, families and the entire healthcare team. Wendy and her team partner with healthcare organizations to create and sustain healing experiences and positive outcomes through powerfully effective, caring communication. Wendy has written more than 12 books, including several healthcare bestsellers. 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.
Tony Padilla
Chief Patient Experience Officer, UCLA Health

Tony has dedicated his career to improving the patient experience. He leads UCLA Health’s efforts in fostering a patient-centered culture through its CICARE philosophy. Mr. Padilla was instrumental in the implementation of CICARE and its success in raising UCLA’s HCAHPS "hospital rating” scores from the 26th percentile in 2007 to the 97th percentile in 2012. Mr. Padilla partners with UCLA Health’s patients, physicians, staff and executive team on an array of patient experience efforts. Tony is responsible for ensuring that CICARE is incorporated into UCLA’s leadership practices, service training, employee selection and onboarding processes. He partners with the entire UCLA team to ensure that patients are true partners at each juncture of their experience. In partnership with the UCLA’s Performance Excellence team and the UCLA Institute for Innovation in Health, Mr. Padilla works to make the voice of the patient a central component of UCLA’s improvement paradigm. Mr. Padilla also oversees UCLA’s Patient Advisor Program, Patient Liaison Services, Patient Satisfaction Surveys, Language Assistance, "Front Door” services, UCLA’s Patient and Family Guest House, and a volunteer corp. of over 3,000 individuals.
Carol Santalucia
Vice President, CHAMPS Patient Experience

Carol 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. Carol was the President of the former Society for Healthcare Consumer Advocacy and is now a leader of the Patient Advocacy Community for The Beryl Institute.

Paul Westbrook
Vice President, Patient Experience, Inova Health System

Paul 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. 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. 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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