Call for Speakers and Abstracts

Transforming Healthcare through Empathy and Innovation

MAY 18-21, 2014 Cleveland Convention Center | Cleveland, Ohio

In partnership with:

2014 Speakers

2014 Speakers

Transforming Healthcare through Empathy and Innovation

Speakers are currently being confirmed for the 2014 Patient Experience: Empathy + Innovation Summit. Please check back periodically for updates to our list of outstanding speakers.

Cleveland Convention Center

2014 Speakers


Markirit Armutlu, BSc, MSc, PSO
Quality Program Coordinator
Jewish General Hospital

Lisa Arnet, MOL
Vice President of Corporate Relations
Horizon Health Services

Lori Asmus, RN
Director of Primary Care Services
Pacific Medical Centers

Miki Aso
Design Associate, Design Innovation Group
Memorial Sloan Kettering Cancer Center

Sharon Badgett-Lichten, LICSW
Graduate Certified Executive Coach, Service Excellence
Massachusetts General Hospital

Walter Baile, MD
Director, Program for Interpersonal Communication And Relationship Enhancement (I*CARE), Faculty Development
MD Anderson Cancer Center

Michael Barry, MD
Informed Medical Decisions Foundation

Geri Lynn Baumblatt, MA
Editorial Director
Emmi Solutions

Christine Beechner, RN
Vice President, Patient and Guest Relations
Greenwich Hospital

Michael Bennick, MD
Medical Director for Patient Experience
Yale - New Haven Hospital

Joseph Bianco, MD, FAAFP
Director, Primary Care
Essentia Health

Leah Binder, MA, MGA
President and Chief Executive Officer
The Leapfrog Group

Chrissie Blackburn, MHA
Principal Advisor for Patient and Family Engagement
University Hospitals Case Medical Center

David Blair
Head, Industry for Healthcare

Kelly Briggs, MBA, RN, NE-BC
Administrative Director
Hackensack University Medical Center

S. Max Brown
Director, Leadership & Education
Shingo Institute

Tim Brown
Chief Executive Officer

William Cast
Chief Executive Officer

Aravind Chandrasekaran, PhD
Assistant Professor, Management Sciences
The Ohio State University Fisher College of Business

Patrick Charmel, MPH
President and Chief Executive Officer
Griffin Hospital

Anthony Cirillo, FACHE, ABC
Fast Forward Consulting

Paul Alexander Clark
Chief Executive Officer and Founder

Claire D'Andrea, RN, CHTP, CCRC
WomenHeart Champion, Patient Volunteer
Scripps Health

Tiffani Darling, MNA
Patient Satisfaction Program Manager
Northwestern Memorial Hospital

Ann de Velasco, RN
WomenHeart Champion, Patient Volunteer
Baptist Cardiac and Vascular Institute

Doug Della Pietra
Director, Customer Services and Volunteers
Rochester General Hospital

Christy Dempsey, MSN, RN, MBA, CNOR, CENP
Chief Nursing Officer
Press Ganey

Susan Dentzer
Senior Policy Adviser
Robert Wood Johnson Foundation

James Dias
Founder and Chief Executive Officer

Lori Diduch
Executive Vice President, People, Performance and Service
William Osler Health System

Michael Dowling, MD
Chief Executive Officer
North Shore Long Island Jewish Health System

Alan Dubovsky
Director, Customer and Physician Engagement
Emory Clinic

Jessica Dudley, MD
Chief Medical Officer
Brigham and Women’s Physicians Organization

Kathy Dutton, RN, MSN, NEA-BC
Administrator, Office of Patient Experience
Vidant Medical Center

Shereen Eltobgy, MBA
Happiness Development Diva
Delivering Happiness

Maureen Fagan, DNP, WHNP-BC, FNP-BC
Executive Director, Center for Patients and Families
Brigham and Women's Hospital

Tye Farrow, FRAIC
Senior Partner
Farrow Partnership Architects

Frank Fifo
Patient Partner
Essentia Health

Doug Finefrock, DO
Vice-Chair, Emergency Department and Director, Residency Program
Hackensack University Medical Center

Michael Fitch, MD, PhD
Associate Professor, Department of Emergency Medicine
Wake Forest School of Medicine

Mickey Foster, MHA
President/Executive Vice President
Annie Penn Hospital/Cone Health Hospital Operations

Lisa Freeman
Patient Advisor
Patient Advocacy of Connecticut

Richard Frankel, PhD
Professor of Medicine
Indiana University School of Medicine

Stewart Gandolf
Chief Executive Officer and Co-founder
Healthcare Success Strategies

Jay Gershen, PhD, DDS
Northeast Ohio Medical University

Linda Golding, MA, BCC
Staff Chaplain
New York-Presbyterian Hospital

Debbie Green, DNP, RN, CENP, Robert Wood Johnson Executive Nurse Fellow
CH, Interim President, Behavioral Health Hospital; Vice President, Nursing & Patient Services, Annie Penn Hospital

Pam Greenhouse
Executive Director, Innovation Center

Devin Gross
Chief Executive Officer
Emmi Solutions

Wayne Guerra
Co-founder and Chief Medical Officer

Janice Guhl Hammer
Director, Media, Public Relations and News Media
University Hospitals Health System

Martha Gulati, MD
Director, Women's Heart Program
The Ohio State University Wexner Medical Center

Dalal Haldeman, PhD, MBA
Senior Vice President, Marketing and Communications
Johns Hopkins Medicine

Michael Hanson
Chief Operating Officer
Ministry Medical Group

Elizabeth Harry
Director, Quality Improvement- Metro Hospitalists; Medical Director, 9A Medical Telemetry, Presbyterian St. Lukes Medical Center

Kim Henrichsen, RN, MSN
Vice President Clinical Operations and Chief Nursing Officer
Intermountain Healthcare

Lonnie Hirsch
Healthcare Success Strategies

Jeannette Hodge
Executive Director, Patient Experience
Yale-New Haven Hospital

Angie Hochhalter, PhD
Co-director, Patient Engagement and Safety Research Program
in the Center for Applied Health Research
Baylor Scott & White Healthcare

Lisa Hulick
WomenHeart Champion, Patient Volunteer
Texas Heart Institute

Amy Jones, BS, RRT-RCP
Administrator, Office of Patient Experience
Vidant Health

Charles Keller
Physician Lead for Shared Decision Making
Mercy Clinics

Nayma Khan
Graduate Teaching Assistant /PhD Candidate
The University of Kansas, School of Architecture

Patrick Kneeland
Director Safety and Patient Experience
University of Colorado - Anschutz Medical Campus, Hospital Medicine Group

Amy Knupp, MSN, RN, CNS, CPPS
Director, Nursing Quality Improvement and Patient Safety
The Ohio State University Wexner Medical Center

Catherine Koppelman, RN, MSN
Chief Nursing Officer and Patient Experience Officer
University Hospitals Case Medical Center

Nazlie Latefi, PhD
Senior Research Associate
Pegasus Capital Advisors

Ellen Lawton, JD
Co-Principal Investigator and Lead Research Scientist
School of Public Health and Health Services, The George Washington University

Alan Lee, MAS
Vice President Support Services & Patient Centered Care
New York-Presbyterian Hospital

Thomas Lee, MD
Chief Medical Officer
Press Ganey

Annie Levy
Photographer/Writer and Creative Director of Photo ID Foundation
Creating Projects In the World of Medicine

Jenn Lim
Chief Executive Officer and Chief Happiness Officer
Delivering Happiness

Terry Lynam
Vice President, Public Relations and Chief Communications Officer
North Shore Long Island Jewish Health System

Wilhelmina Manzano, RN, MA, NEA-BC
Senior Vice President and Chief Nursing Officer
New York Presbyterian Hospital

Edward Martinez
Senior Vice President & Chief Information Officer
Miami Children's Hospital

Stefanie McAnall
Volunteer Team Leader
Children's National Health System

Anne McLain
Patient Retention Director
Cancer Treatment Centers of America

Mary McGowan
Chief Operating Officer
WomenHeart: The National Coalition for Women with Heart Disease

Mark Miller
Director, Survey Studies and Research
American Medical Group Association

Susan Moffatt-Bruce, MD, PhD
Chief Quality and Patient Safety Officer
The Ohio State University Wexner Medical Center

Julie Moretz
Associate Vice Chancellor, Patient and Family Centered Care
University of Arkansas for Medical Sciences

Shelia Moroney
Director, Patient Experience Services and Patient-and-Family-Centered Care
Hennepin County Medical Center

Shannon Morris, PMP, MSOD, CELDC
Service Excellence Program Manager
Children's National Health System

Ray Morrison, MD
Division Chief, Critical Care
St. Jude Children’s Research Hospital

Jaclyn Mucaria, MPA
Senior Vice President, Ambulatory Care and Patient Centered Services
New York-Presbyterian Hospital

Deirdre Mylod, PhD
Executive Director, Institute for Innovation; Senior Vice President, Research and Analytics
Press Ganey

Barbara Nalette, CAVS
Director, Volunteer and Reception Services
University Hospitals Case Medical Center

Raphaela O'Day, PhD
Behavioral Scientist
Wellness & Prevention, Inc., a Johnson & Johnson Company

Bill Owad
Senior Vice President Operational Excellence
Cardinal Health

Gene Parkinson
Patient/Family Advisor
The Ohio State University Wexner Medical Center

Martha Parra, MSN, RN
Associate Administrator, Operational Finance
Nemours/Alfred I. duPont Hospital for Children

A. Ray Pentecost, III, DrPH, FAIA, FACHA, LEED AP
Design and Health, LLC

Todd Pesavento, MD
Professor, Clinical Nephrology
The Ohio State University Wexner Medical Center

Andrei Pop
Chief Executive Officer
Human API

Robert Pryor
President, Chief Operating Officer and Chief Medical Officer
Baylor Scott & White Health

Thomas Ptashnik
Senior Manager

Mark Reich
Director, Strategy and Operations
Lean Enterprise Institute

Elena Rios, MD, MSPH
President and Chief Executive Officer
National Hispanic Medical Association

Alice Ro
Senior Designer, Design Innovation Group
Memorial Sloan Kettering Cancer Center

Monica Robins
Senior Health Correspondent

Jeff Rohrs
Vice President, Marketing Insight
Exact Target and Author, Audience: Marketing in the Era of Subscribers, Fans and Followers

Paul Rosen, MD, MPH, MMM
Clinical Director, Service and Operational Excellence
Nemours/Alfred I. duPont Hospital for Children

Paul Roth, MD, MS
Chancellor, Health Sciences, Dean; School of Medicine; and Chief Executive Officer, UNM Health System
University of New Mexico Health Sciences Center

Pat Rullo
Author/Speaker/Radio Host-Producer
Speak Up and Stay Alive RadiOh

Sandy Rush, BSN, MA, FACHE
System Director, Patient Experience
Dignity Health

Paul Sandberg
Co-founder and Chief Executive Officer

Sue Sanford-Ring, MHA
Vice President, Quality and Patient Safety
University of Wisconsin Hospital and Clinics (UW Health)

Sonia Sarkar
Chief of Staff to the CEO
Health Leads

David Schlanger
Chief Executive Officer

Calvin Schmidt
President, Cardiovascular & Metabolism, Janssen Pharmaceuticals, Inc.
Johnson & Johnson

Chris Seper
Chief Executive Officer
MedCity Media

Rahul Shah, MD, MBA
President, Medical Staff; Associate Surgeon-in-Chief
Children's National Medical Center

Deepa Shanadi, MPH, MS
Evaluator, Research and Evaluation Bureau
Kent State University

Corey Siegel, MD, MS
Director, Inflammatory Bowel Disease (IBD) Center
Dartmouth-Hitchcock Medical Center

Eric Silfen, MD
Senior Vice President and Chief Medical Officer
Philips Healthcare

Leigh Simmons, MD
Clinical Director, Massachusetts General Hospital Shared Decision Making Program; Instructor in Medicine, Harvard Medical School
Massachusetts General Hospital

Diane Sliwka, MD
Associate Professor of Medicine, Division of Hospital Medicine
University of California San Francisco Medical Center

Robert Soler
Director, Lighting Research
Lighting Science

Micah Solomon
Customer Experience Consultant and Author
Four Aces, Inc.

Charles Sorenson, MD
President and Chief Executive Officer
Intermountain Healthcare

Katherine Steinberg, MBA, MPP
Director, Institute for Innovation in Health
UCLA Health

Mike Stoecklein
Director, Network Operations
ThedaCare Center for Healthcare Value

Gus Taylor
Chief Administrative Officer
Florida Medical Clinic

Melissa Thomason
Patient-Family Advisor
Vidant Medical Center, Vidant Health

George Ruhl Tingwald, MD, AIA
Director, Medical Planning
Stanford University Medical Center

John Toussaint, MD
President and CEO Emeritus
ThedaCare Center for Healthcare Value

Rebecca Trahan
WomenHeart Champion, Patient Volunteer
Texas Heart Institute

Gerard van Grinsven
President and Chief Executive Officer
Cancer Treatment Centers of America

Kenric Van Wyk, PE, EDAC
Acoustics By Design

Amy Vanderscheuren, MHA
Director, Patient and Family-Centered Care
Essentia Health

Fernanda Vessio
Director, Volunteer Services
Children’s National Health System

Deborah Visconi, MS
Director, Hospital Operations
Morristown Medical Center

Peter Ward
Chair, Department of Management Sciences
The Ohio State University Fisher College of Business

Steven Wartman, MD, PhD, MACP
President and Chief Executive Officer
Association of Academic Health Centers

Katie Watts
Volunteer Team Leader
Children's National Health System

Bernie Weinstein
Patient Advisor
Jewish General Hospital

Richard Wexler, MD
Chief Medical Officer
Informed Medical Decisions Foundation


Susan Albers-Bowling, PsyD
Staff, Wooster Family Health Center

Sue Andrella
Senior Director, Media Production

Joyce Arand, MS, CNS, RNC, NEA-BC
Director, Nursing Women and Children’s Services

John Baker, MSN, MBA, RN, NE-BC
Assistant Director of Nursing

Stephanie Benchwick
Assistant Nurse Manager

Esther Bernhofer, PhD, RN – BC
Nurse Researcher, Office of Research and Innovation

Francois Bethoux, MD
Director, Rehabilitation Services, Mellen Center

Eugene Blackstone, MD
Head, Clinical Investigations, Heart and Vascular Institute

Adrienne Boissy, MD, MA
Medical Director, Center for Healthcare Communication

Delos "Toby" Cosgrove, MD
Chief Executive Officer and President

Chris Donovan, MBA
Executive Director, Fiscal Services

Rakesh Engineer, MD
Emergency Services

Karen Fagnilli, BSN, RN, MPA
Regional Director, Vascular and Chronic Care Services

Iva Fattorini, MD, MSc
Chair, Global Arts and Medicine

Anne Flamm, JD
Staff, Center for Ethics, Humanities and Spiritual Care

Jennifer Fragapane
Executive Director, Patient & Provider Relations

Mark Froimson, MD
President, Euclid Hospital

Timothy Gilligan, MD
Co-director, Center for Healthcare Communication

Gregory Gilot, MD
Center Director, Orthopaedic Surgery, Cleveland Clinic Weston

Amy Greene, D.Min
Director, Spiritual Care

Lisa Griffin
Director, Access Optimization

Kelly Hancock, MSN, RN, NE-BC
Executive CNO, CCHS and Chief Nursing Officer

Jane Hartman, MSN, RN, CNP
Pediatric Clinical Nurse Specialist

Eric Holizna, MBA
Continuous Improvement Director

Joseph Iannotti, MD, PhD
Chair, Orthopaedic & Rheumatologic Institute

J. Harry Isaacson, MD, FACP
Assistant Dean for Clinical Education and Associate Professor Cleveland Clinic Lerner College of Medicine 

Barb Johnson, RN
Manager, Healing Services

Carmen Kestranek, MBA
Senior Director Experience Intelligence

Eric Kodish, MD
Professor and Chairman, Center for Ethics, Humanities and Spiritual Care

Joelle LoFaso

Paul Matsen
Chief Marketing and Communications Officer

Stephen Meldon, MD
Director, Emergency Department, CC Main Campus; Vice-Chair Emergency Services Institute, Cleveland Clinic Health System

James Merlino, MD
Chief Experience Officer

Chad Minor, MBA
Nursing Finance Director

Mary Beth Modic, DPN, RN, CNS, CDE
Clinical Nurse Specialist

William Morris, MD
Associate Chief Medical Information Officer

Imad Najm, MD
Director, Epilepsy Center

Katie Neuendorf, MD
Director, Resident Training, Center for Excellence in Healthcare Communication

Donna Oliver, BSN, MBA
Director, Office of Patient Experience

Stacie Pallotta, MPH
Senior Director, Office of Patient Experience

William Peacock, III
Chief of Operations

Alan Rosenthal, MD
Community Pediatrics

Elaine Schulte, MD, MPH
Professor and Chairman, General Pediatrics

Eileen Sheil, MPA
Executive Director, Corporate Communications

Laura Shepardson, MD
Associate Director, Section of Breast Imaging, Imaging Institute

Brian Shields
Chaplain, Center for Ethics, Humanities and Spiritual Care

Deborah Small, RN, MSN, NE-BC
Chief Nursing Officer; Vice President, Patient Care Services, Fairview Hospital

Martin Smith, STD
Director, Clinical Ethics, Center for Ethics, Humanities and Spiritual Care

Sharon Sutherland, MD
Obstetrics & Gynecology and Women’s Health

Holly Thacker, MD
Professor; Director, Center for Specialized Women's Health; Executive Director, Speaking of Women's Health

Mary Beth Thoburn
Director, Patient Care Services, Fairview Hospital

Art Thomson
Administrator, Digestive Disease Institute

Sharon Ungar, CCRN, CNRN
Assistant Nurse Manager

Melissa Vandergriff
Senior Process Improvement Specialist

Vicente (VJ) Velez, MD, FACP, FHM
Director, Advanced Curriculum, Center for Healthcare Communication

Matthew Walsh, MD
Chair, General Surgery

Justin Williams, BSN
Nurse Manager

Amy Windover, PhD
Director, Faculty Development for Center for Excellence in Healthcare Communication

Robert Wyllie, MD
Chief of Medical Operations

Lisa Yerian, MD
Medical Director, Continuous Improvement

I feel inspired to start new conversations about how we can enhance the patient experience.

- 2012 Summit Attendee

As a new manager, it has been an excellent opportunity to learn
the fundamentals of the patient experience.

- 2013 Summit Attendee

…a conference like this inspires us to keep our part in this global reach to make excellent care better for more people everywhere and every day.

- 2013 Summit Attendee

This conference energizes me to communicate more effectively with
the people I work with and the inspiration to not give up.

- 2013 Summit Attendee

Many aspects discussed at this conference will be included in a comprehensive vision and plan to address my organization’s culture and patient experience.

- 2013 Summit Attendee

Will stress to leadership that we will not change culture with half measure:
we must commit and act.

- 2013 Summit Attendee

Thank you for taking the bold move to reframe the patient and family experience and bringing these fabulous experts together for our benefit.

- 2013 Summit Attendee

Hospital CNO panel – these women are rock stars!

- 2013 Summit Attendee

The underlying humor expressed frequently underscored the incredible
human element – essential in empathy and coping skills.

- 2013 Summit Attendee

The CEOs are incredible; such passion, honesty and dedication.

- 2013 Summit Attendee

Having all these experts in panel discussions was great. The entire summit was awesome.

- 2013 Summit Attendee