Communication is at the heart of all relationships.  In Healthcare, success in communicating with patients, clients, families and co-worker leads to safer care, trusting relationships and healing environments for all. 


John Nance, Aviation & Healthcare Expert, Analyst, Author & Consultant. 

John J. Nance is a well-known advocate for using the lessons from the recent revolution in aviation safety to equally revolutionize the patient safety performance of hospitals, doctors, nurses, and all of healthcare.  John brings a rich and varied professional background to the task of helping doctors, administrators, boards, and front-line staff alike survive and prosper during the most profoundly challenging upheaval in the history of modern medicine.  A lawyer, Air Force and airline pilot, prolific internationally-published author, national broadcaster, and professional speaker.  John logged countless appearances on national shows such as Larry King Live, PBS Hour with Jim Lehrer, Oprah, NPR, Nova, the today Show, and many others.  He is also the nationally-known author of 20 major books, including the acclaimed Why Hospitals Should Fly (2009), which won the prestigious "book of the Year" award for 2009 from the American College of Healthcare Executives.

John Nance Sneak Preview


Carol Santalucia, Director of Service Excellence & Culture

Carol Santalucia is a seasoned healthcare leader with a passion for and commitment to enhancing the patient experience.  During a 28-year career at Cleveland Clinic, Carol held various service excellence and leadership roles, including the formation of Cleveland Clinic’s Service Excellence Department and creation of the communicate with H.E.A.R.T.® Program.  In 2011, Carol began her own consulting practice, Santalucia Group, LLC, where she and her team worked nationwide to improve the experience for patients, families and employees at over 40 organizations.  Recently Carol returned to Cleveland Clinic as Director of Service Excellence and Culture. She is happy to be back “home” and excited to continue enhancing Cleveland Clinic’s culture through empathetic communication.  Carol received an MBA in Healthcare Administration from Cleveland State University and a BS in Psychology from Denison University.  She is a past President of the Society for Healthcare Consumer Advocacy and the Ohio Society for Healthcare Consumer Advocacy.  Carol is a Board Member of the American College of Healthcare Executives of Northern Ohio and serves on the Executive Board of The Beryl Institute.  She is also the President and Founder of The Carmella Rose Health Foundation, a nonprofit organization dedicated to helping people navigate the healthcare system.

Carol Santalucia Sneak Preview


Who Attends the Conference - Anyone who works to improve patient and family experience, healthcare quality and safety will benefit from this conference.  You will find leaders in improvement including nurses, pharmacists, physicians, allied health professionals, and patient and family advisors taking part in an exciting agenda!. 

This program has been awarded 6 CEU by the College of Pharmacists of Manitoba.

Registration Deadline is April 18th, 2017

Early Bird Registration (until March 25, 2017) - $150.00

Regular Rate after March 25, 2017 - $175.00









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